Head of Retention & Customer Value

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

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

Your mission will be to turn customer behaviour into profitable growth through data, experimentation and automation, while building the team, systems and operating model needed to scale Retention across the business.

This is an opportunity to build the function—not inherit it. You’ll lead a team from day one, shape the Retention strategy and own its impact on customer value and business growth.

Business Intelligence & Experimentation

Data will be the starting point for identifying where the next growth opportunity lies.

• Analyse customer behaviour, cohorts and segmentation to uncover opportunities with measurable business potential.
• Turn insights into hypotheses, prioritised initiatives and clear actions.
• Continuously test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty, personalisation, cross-sell and upsell strategies.
• Measure impact and use learnings to define the next growth opportunities.

Data → Behaviour → Insight → Action → Revenue Growth

Customer Relationship & Experience

Retention goes far beyond CRM. You’ll shape how we build long-term relationships with our customers.

• Turn customer feedback, NPS, surveys and reviews into actionable business improvements.
• Improve customer onboarding and education.
• Develop loyalty and referral initiatives.
• Identify opportunities across the customer journey to strengthen retention and customer value.

Team & Scalability

You’ll build a Retention function designed to scale.

• Lead and develop the 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.

We’re looking for someone who combines business thinking, analytical depth and leadership. Someone who understands that Retention is not about sending more campaigns—it’s about identifying which customer behaviours can be changed and turning those opportunities into sustainable growth.

You:

• Think in systems, not campaigns.
• Focus on profitable growth rather than vanity metrics.
• Use experimentation to validate ideas and make decisions.
• Know how to turn customer data into business opportunities.
• Enjoy building teams and processes as much as defining strategy.
• Bring ownership, curiosity and a strong growth mindset.

Ideal experience

• 6+ years of experience in Retention, CRM, Lifecycle or Growth within digital businesses.
• Experience leading teams.
• Proven success increasing LTV, customer retention and recurring revenue.
• Strong analytical background 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 in subscription or recurring revenue businesses is highly valued.
• International experience is a plus.
• Fluent Spanish and a high level of English.

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.