Head of Retention & Customer Value

Introduction

At COCUNAT, we're building our Retention department from scratch.

We're not looking for someone to manage email campaigns. We're looking for someone to own one of the company's most important growth levers: Recurrent Revenue.

Your mission will be to transform customer behaviour into profitable growth through experimentation, analysis and automation, while building the team, systems and operating model that will make the function scalable.

We're looking for someone obsessed with uncovering growth opportunities where others don't see them—and with the ability to turn those opportunities into a high-performing department.

The challenge

This department is being created now. You won't inherit an established machine—you'll build it. You'll lead a team from day one, shape three strategic areas and own one of the company's key growth objectives.

Your responsibilities

Business & Customer Value

You'll define and optimize the entire customer lifecycle strategy while owning its business impact.

• Drive subscription growth, increase recurring revenue and reduce churn.
• Improve repeat purchase, cross-sell, upsell and winback performance.
• Develop lead-to-first-purchase initiatives.
• Define promotions, discount strategy, pricing, bundles and personalization to maximize customer value.
• Build the annual business plan, defining objectives, investment priorities and expected return.

Business Intelligence

Your role is to understand what is happening with our customers—and why. You'll continuously analyse customer behaviour, cohorts and segmentation to identify opportunities that drive measurable business growth.

We are not looking for someone who simply monitors dashboards. We want someone who uncovers opportunities others don't see and knows how to quantify their impact before turning them into action.

Experimentation

Experimentation will be at the core of your work.

You'll continuously test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty initiatives, personalization, cross-sell and upsell strategies.

Every decision should follow the same logic: Data → Behaviour → Insight → Action → Revenue Growth

Customer Relationship & Experience

Retention goes far beyond CRM.

You'll own the relationship with our customers across their entire lifecycle.

• Turn customer feedback, NPS, surveys and reviews into actionable business improvements.
• Improve onboarding and customer education.
• Develop loyalty and referral initiatives.
• Ensure customer experience becomes a competitive advantage.

Team & Scalability

This is a leadership role.

You'll be measured not only by business results, but also by the team and department you build.

• Lead and develop the Retention function across Business Intelligence, Customer Experience and Operations.
• Integrate Customer Care into the department.
• Define team growth, hiring priorities and automation opportunities.
• Manage the department's budget and technology investments.
• Drive AI adoption and scalable processes.
• Work closely with Growth, Product, Data, Technology, Finance, Retail, Brand and Customer Care.

Your profile

We're looking for someone obsessed with understanding customer behaviour, and capable of turning that obsession into sustainable business growth.

Someone who:

• Thinks in systems, not campaigns.
• Asks "What customer behaviour should we change?" instead of "What email should we send?"
• Celebrates profitable growth, not vanity metrics.
• Validates ideas through experimentation.
• Enjoys building teams as much as building strategies.
• Loves discovering growth opportunities hidden inside customer data.

Ideal experience

• 6+ years in Retention, CRM, Lifecycle or Growth within digital businesses.
• Experience leading teams.
• Proven success increasing LTV, customer retention and recurring revenue.
• Strong analytical mindset with experience in experimentation, cohort analysis and segmentation.
• Ability to translate business performance into strategic decisions and business plans.
• Experience with CRM and Marketing Automation platforms such as Klaviyo, Braze, Salesforce Marketing Cloud, Customer.io or similar.
• Familiarity with AI and data tools.
• Experience with subscription or recurring revenue businesses is highly valued.
• International experience is a plus.
• Fluent English. Spanish is highly valued.

Why us?

Benefits ⭐

• Flexibility that makes a difference. At COCUNAT, we believe in flexibility and work-life balance. You’ll have flexible start times and the possibility to work from home one day a week.
• Your health matters. Excellent private health insurance.
• COCUNAT lover? Enjoy exclusive discounts on COCUNAT products.
• It’s the little things. Coffee and chocolate are always available at the office.
• Truly Pet-Friendly. A casual, pet-friendly office where you can bring your furry friend every day.
• An international team in Barcelona. Work in an international environment from our office in Sant Gervasi, Barcelona.

Values ❤️

• People First: We believe that putting people first helps us work better and achieve stronger results.
• Diversity: We foster an inclusive culture where everyone feels welcome, valued and free to be themselves.
• Dynamism: We’re a startup in constant motion, with a fast-paced and agile environment where there’s always a new challenge ahead.
• Continuous Innovation: We love challenging the status quo, testing new ideas and constantly looking for better ways to do things. Curiosity, creativity and the drive to keep evolving are part of our everyday life.

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