Head of Retention & Customer Value

About the role

COCUNAT is building its Retention department from scratch and is looking for a Head of Retention & Customer Value to own recurrent revenue as a key growth lever. The role turns customer behaviour into profitable growth through data, experimentation and automation, while building the team, systems and operating model needed to scale Retention. It is a chance to build the function from day one, leading a team and shaping its strategy.

Key responsibilities

• Analyse customer behaviour, cohorts and segmentation to find growth opportunities, then turn them into hypotheses, prioritised initiatives and actions.
• Test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty, personalisation, cross-sell and upsell strategies, and measure their impact.
• Turn customer feedback, NPS, surveys and reviews into business improvements, improve onboarding and education, and develop loyalty and referral initiatives.
• Lead the Retention function across Business Intelligence, Customer Experience and Operations, integrate Customer Care, and define team growth, hiring priorities and automation opportunities.
• Manage the department's budget and technology investments, drive AI adoption and scalable processes, and work with Growth, Product, Data, Technology, Finance, Retail, Brand and Customer Care.

Required profile

• 6+ years of experience in Retention, CRM, Lifecycle or Growth within digital businesses.
• Experience leading teams and proven success increasing LTV, retention and recurring revenue.
• Strong analytical background in experimentation, cohort analysis and segmentation.
• Ability to turn customer data into business opportunities and to translate performance into strategic decisions.
• Fluent Spanish and a high level of English; international experience is a plus.

Required skills

• CRM and marketing automation platforms such as Klaviyo, Braze, Salesforce Marketing Cloud or Customer.io.
• Familiarity with AI and data tools.

What we offer

• Flexible start times and the option to work from home one day a week.
• Private health insurance.
• Discounts on COCUNAT products.
• A pet-friendly office in Sant Gervasi, Barcelona, with coffee and chocolate.