VP Retention & Customer Value

Description

We are looking for a strategic, hands-on, and data-driven VP Retention & Customer Value to own and maximize the lifetime value of our customers. This role will lead the company’s retention, lifecycle marketing, and customer value strategy, with the goal of increasing repeat usage, strengthening customer loyalty, reducing churn, and improving overall customer profitability.

The VP Customer Value will work closely with Marketing, Product, Data, Operations, Category Managers, Country Managers, and Support Managers to optimize the entire customer journey from first purchase through long-term engagement.

Responsibilities

• Own and lead the company’s LTV growth strategy, focusing on repeat purchases, order frequency, and overall customer profitability.
• Identify opportunities to increase average order value, repeat purchases, and overall customer profitability.
• Design and implement retention and lifecycle strategies that improve customer engagement and drive repeat usage of Helpy services.
• Develop and manage loyalty initiatives, engagement campaigns, and value-added services that strengthen customer relationships.
• Analyze customer behavior, segment audiences, and identify opportunities for deeper engagement and higher value.
• Partner with Marketing, Product, and Operations teams to deliver personalized customer experiences.
• Monitor and optimize retention funnels, churn patterns, and engagement metrics to continuously improve customer value.
• Measure and report on key retention and engagement KPIs: Customer Lifetime Value (LTV), Repeat Purchase Rate, Order Frequency, Retention/Churn, Average Revenue per Customer, and Customer Engagement Metrics.
• Build, mentor, and lead a high-performing Customer Value team responsible for CRM, retention marketing, and customer insights.
• Own and grow the Loyalty / Membership Club, increasing engagement and participation.
• Strengthen and expand subscription offerings, driving higher adoption and revenue.
• Manage VIP customer retention, enhancing loyalty and maximizing lifetime value.
• Experience in monetization and B2B sales to advertiser clients.
  
  

• 8+ years of experience in retention, CRM, lifecycle marketing, or customer value roles in a B2C environment.
• Strong analytical skills with proven ability to translate data into actionable strategies.
• Experience managing multi-channel campaigns (email, push, in-app, SMS, etc.).
• Leadership experience building and managing high-performing teams.
• Excellent communication and cross-functional collaboration skills.
• Proven track record in increasing customer lifetime value and retention at scale.