Head of Customer Experience & Retention

Who we are

Flow Pouch makes functional mushroom pouches. People use them as a clean alternative to nicotine pouches and energy products: no nicotine, no caffeine, no crash. We launched in 2024, we have grown quickly, mostly through subscriptions, and we manufacture in the US. We are a remote team of about 25 people across the US, Europe and the Philippines.

Why we are hiring

Most of our revenue comes from subscribers, so how long people stay with us matters as much as how many we acquire. Today retention is split between the founders, our support team and a set of tools that nobody owns end to end. We want one person who owns the whole customer experience after the first click: the website, the package that arrives, the emails and messages in between, and the reasons people stay or leave.

You would report to our COO and co-founder and work closely with our CMO and co-founder on messaging. The Shopify developer and the web and brand designer we are hiring at the same time will report to you.

What you will own

• Retention, end to end. Repeat purchase rate and subscription retention, especially in months two and three, are your numbers.

• The retention tools we already have, and the ones we are missing. Keep what works working, improve it, and build what is not there yet, starting with a loyalty program.

• Every customer touchpoint. Review the full customer journey, from the website to the package to everything post-purchase, and make it coherent: same message, same brand, no gaps.

• The website as an experience. A Shopify developer and a web and brand designer work under you to keep the site consistent and ship the changes you prioritise.

• Our community. Grow our Facebook community of Flow customers and make it part of why people stay.

• The numbers. A clear weekly view of retention, repeat purchase and the metrics our support team reports, so the founders know where we stand.

What this role is not

Customer support (reps, refunds, chargebacks) has its own lead and keeps running as it does today; over time that team will sit under you. This is not a brand strategy role and not a paid acquisition role. Our CMO owns messaging and acquisition; you make sure that what happens after the purchase lives up to it.

Who we are looking for

• You have 5 to 8 years in DTC or e-commerce, with at least two years owning retention or lifecycle for a consumable or subscription brand.

• You are hands-on with the Shopify ecosystem, Klaviyo or an equivalent email and SMS platform, a subscription app (Recharge, Skio or similar), post-purchase and loyalty tools, and basic analytics.

• You have managed a small team or outside vendors and are comfortable briefing a developer and a designer.

• You are a generalist who is happy doing unglamorous work, from packaging vendors to flow audits. This is not a first head-of role for you.

• A consumables or wellness background is a plus.

• You are based in the US, or in Europe with a working day that overlaps US Eastern hours.

What is hard about this

We would rather you hear it now than in month three:

• The role is a generalist one at the start. You own the strategy and do a lot of the work yourself until the team around you is in place.

• Some of what you need to know lives in the founders' heads. Expect to ask, document and build the first version of things.

• Priorities change quickly. We decide fast and expect the same from you.

• Our support lead has a direct line to our COO today. You earn the team's trust through results, not through the org chart.

The engagement

Type

Full-time contractor.

Compensation

$5,000–8,000 per month, depending on experience and location.

Location

Remote. US preferred; Europe with US Eastern overlap also works.

Reports to

Our COO and co-founder.

Team

The Shopify developer and the web and brand designer report to you once hired.

Start

November 2026.

How to apply

Send us your CV or LinkedIn profile, plus short answers to three questions:

1. The subscription or consumable brand where you owned retention. What were the retention numbers when you arrived, what did you change, and where were they when you left?

2. Go through flowpouch.com as a customer. What is the first thing you would change after the purchase, and why?

3. Your location, time zone and earliest start date.