Head of Retention

Are you a growth expert with a proven track record of accelerating customer LTV who is keen to take on a leadership position? At Kape Privacy, we stand at the forefront of consumer SaaS privacy apps, boasting renowned brands like ExpressVPN, CyberGhost, and PIA. We're looking for a Head of Retention, specializing in Retention and Monetization, to become a key player in our team. As the guiding force behind our Monetization and Retention squad, you'll play a pivotal role in sculpting the future of our B2C Privacy Apps on a global scale.

Responsibilities

• Craft and Execute the Retention and Monetization Growth Strategy: As an experienced growth leader, you’ll thrive in taking ownership of developing and implementing a comprehensive retention strategy and initiatives to increase Customer Lifetime Value (CLV) across our user base.
• Build a Unified Retention Ecosystem: You understand that retention is multi-faceted and relish the opportunity to collaborate closely with teams such as Payments, Customer Success, Product, and Operations to build the right working models for effectively delivering our retention goals as a united organization.
• Lead a High-Performing Team: You're not just a retention expert; you aspire to lead, manage, and inspire a high-performing global team of 5 marketers, cultivating them into future leaders of the business.
• Forge Our Monetization Roadmap: Partner with the product team to sculpt a visionary monetization strategy. Drive the development of add-ons and upgrades that enhance the user experience and propel ExpressVPN to the forefront of innovation, maximizing Customer Lifetime Value (LTV).
• Champion User Retention: Collaborate with Finance, Product, and Customer Success teams to define a unified vision for user retention that informs our marketing and product strategy. Aim to reduce churn across voluntary and involuntary elements, leading initiatives that retain users and leave an indelible mark on their privacy journey with ExpressVPN.
• Be the Visionary of the Future of Your Marketing Tech: Outline what you need from your marketing technology team to bring your vision to life with the right analytics and marketing tooling.
• Pioneer Data-Driven Decision Making: Establish a culture of data-driven decision-making within the team. Build on an already robust set of analytics metrics to uncover hidden opportunities, refine strategies, and measure the impact of initiatives. Focus on consumer churn, resurrection, winback, upsell, add-ons, renewals, and LTV to measure and optimize performance.
• Help to Shape the Future of Privacy: Partner closely with product teams to ensure that we're at the forefront of shaping the future of online privacy.
  
  

What We're Looking For

• Proven Leadership: We're seeking a leader who has not only led but shaped high-performing teams in the intricate landscape of growth, retention, and monetization within a company. Your leadership goes beyond titles; it's about inspiring innovation, fostering a strong collaborative mindset, and achieving results that elevate the organization.
• Cross-Functional Collaboration: Whilst you excel as a leader, collaboration is in your DNA and a critical element for how you get things done. Your adept collaboration skills extend seamlessly across technical, marketing, and customer success teams, recognizing that unity among these functions is vital for success. Your ability to harmonize diverse perspectives and skill sets aligns with our holistic approach to growth, retention, and monetization.
• Strategic Analytical Leadership: Demonstrated experience in analyzing and interpreting data to drive strategic decision-making. You should thrive on leveraging analytics metrics, including but not limited to consumer churn, resurrection, winback, upsell, add-ons, renewals, and LTV, to uncover opportunities and optimize performance.
• Organizational Builder: A visionary leader who is excited about building and enhancing organizational structures. You will play a key role in creating a unified retention ecosystem by collaborating closely with cross-functional teams, fostering a culture of collaboration, and contributing to the development of high-performing teams.
• Challenge-Ready Mindset: Ready for a challenge? We are looking for someone who is not just a retention expert but also eager to lead, manage, and inspire a high-performing global team of 2-3 marketers. This role is designed for an individual who sees challenges as opportunities for growth and is excited to cultivate future leaders within our business.
• Expert in Growth for Retention and Monetization: Showcase your expertise in driving growth specifically tailored for retention and monetization. Your proven track record in developing and executing strategies that enhance customer lifetime value and maximize monetization opportunities will set you apart.
• Excellent Communication: Your words are more than communication; they're able to act as a rallying cry in the organization. With strong verbal and written skills, you articulate a simple and compelling vision and strategy that transcends the complexities of retention and monetization to the wider organization that unifies and inspires.
  
  

Benefits

Health and happiness go hand in hand, and we make every effort to support our team members in all facets of their lives—both inside and outside the office. Learn more about our employee benefits by visiting our careers page.

Before you apply

• At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
• Please upload your resume as a PDF and do not include any salary or compensation information in it.
  
  

ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.

Please note that all offers are subject to reference checks from one or more of your former managers/colleagues. For your current manager, we understand that every company has distinct HR practices, and will only speak with them at a mutually agreed-upon time that works for you.