Churn Specialist (US) | DTC E-commerce

About this role

Own churn analysis and retention initiatives across craft subscription-box brands. Use customer data, research, experiments, and automation to identify why customers leave and improve retention.

About the company

Foxelli Group builds and operates subscription-based D2C e-commerce brands across self-care, crafts, food, and lifestyle categories.

The team

Growth

What you'll do

• Analyze churn patterns, customer segments, and reasons for cancellations across brands
• Research competitors and customer motivations, frustrations, and needs
• Audit the customer lifecycle and identify onboarding and engagement drop-offs
• Develop and run retention experiments, including lifecycle communications, CRO tests, loyalty mechanics, and win-back campaigns
• Build and maintain retention automations and personalized sequences
• Measure initiative results, iterate, and document learnings
• Explore AI tools to accelerate research and improve churn workflows

What we're looking for

• At least 2 years of experience reducing churn for physical products
• Experience diagnosing churn and identifying its root causes
• Comfort with cohort analysis, funnel metrics, and A/B test results
• Hands-on customer journey mapping, onboarding optimization, or CRO experience
• Experience building triggered automations or lifecycle sequences
• Ability to present clear insights from messy data to senior stakeholders
• Experience working across multiple products or brands
• Practical use of AI tools beyond basic prompting

Nice to have

• Experience or interest in knitting, crochet, quilting, or other crafts

Benefits

• Flexible schedule and fully remote work
• Gym membership and company-sponsored outdoor activities
• Personal development budget
• Paid time off, including parental leave and vacation days
• Home-office setup budget

Hiring process

1. Guided Ribbon AI video interview
2. Short written task
3. Interview with the hiring manager