KI
KittySpout

Head of Retention & CX, DTC Ecommerce

Ottawa, Ottawa region
On-site
Full-time
No salary posted5 days ago
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Employment type
Full-time · On-site
Posted
November 8, 2026
Province
Ontario (ON)

Hiring confidence: Sparse posting · 7/100

This posting is missing most of the signals we look for, or shows patterns common to listings that are not actively being filled. Check with the employer before applying. How this is scored

Job Overview

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The mission of this role Own retention A-Z to fuel the growth to 9-figures. This role comes in to drive three things: lower churn, significantly higher lifetime value, and a better customer experience across the board. Success is lower churn, stronger retention, much higher lifetime value, more revenue from email and SMS, and happier customers. Who are we? We are a profitable DTC brand selling premium pet products. We sell across Shopify, Amazon and Chewy, and we're one of the fastest-growing b…

This role is based in Ontario. KittySpout is hiring for this full-time position through Jobily, where you can check how well your resume matches the posting before you apply.

Market context

About this role in Ontario

Average salary for Head of Retention & CX, DTC Ecommerce in Ontario

We do not have a salary benchmark for this title in Ontario yet. The posting does not state a salary either.

NOC code

This posting has not been matched to a NOC 2021 unit group yet. Use the NOC finder to identify the code from the duties listed above.

Typical qualifications for Canadian employers

  • Proven experience in retention and customer experience roles
  • Track record of reducing churn and increasing lifetime value
  • Experience with DTC ecommerce brands
  • Proficiency with email and SMS marketing platforms
  • Knowledge of Shopify, Amazon, and/or Chewy ecosystems

Fit check

Is this role right for you?

Top skills this posting asks for:

  • Customer Retention Strategy
  • Customer Experience (CX)
  • Churn Reduction

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What you'll do

  • Own retention strategy end-to-end
  • Drive churn reduction across all channels
  • Increase customer lifetime value significantly
  • Improve overall customer experience
  • Optimize email and SMS marketing for revenue growth
  • Develop and implement retention campaigns
  • Analyze retention metrics and KPIs
  • Lead retention team initiatives
  • Fuel company growth toward 9-figure revenue
  • Increase customer satisfaction and happiness

What you'll need

  • Proven experience in retention and customer experience roles
  • Track record of reducing churn and increasing lifetime value
  • Experience with DTC ecommerce brands
  • Proficiency with email and SMS marketing platforms
  • Knowledge of Shopify, Amazon, and/or Chewy ecosystems
  • Experience scaling retention strategies to 9-figure revenue
  • Strong analytical and data-driven mindset
  • Leadership experience managing retention teams

About the Company

KI

KittySpout