Senior Product Manager - Retention
Australia (Remote)
Want to leverage your skills at a high-growth startup AND make a difference in the world? Come join the revolootion
Funny name, serious business
We are a leading eco-friendly household essentials business and we donate 50% of our profits to help everyone gain access to clean water and a toilet. As of June 2024, we've contributed over $18 million AUD to this mission. Basically, we're really good at making it easy to do good.
We operate scaling businesses in the UK, US, and Australia (Canada, soon). Our amazing team is based in Australia, the UK, the Philippines, China, and the US. Our 250+ people make the biggest possible impact for people and the planet. Over the next 5-10 years, we're hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.
As a genuine remote-first company, we lean into being a high-functioning distributed team. We recognise some people achieve maximum productivity and work-life balance being fully remote. We have a strong culture of trust, and we love to deliver and delight
Our engagement surveys (thanks Culture Amp) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn't be more proud of that.
A bit about the team
Our Digital Product teams drive the technology and experiences for first-time and returning customers of Who Gives A Crap
As the Senior Product Manager for Retention, your mission is to own the end-to-end digital experience that drives repeat purchasing and long-term customer value. You will be the product leader for our subscription platform, focusing on enhancing customer accounts, reorder pathways, and all post-purchase touchpoints.
Reporting to the Head of Digital Product, the objective of this role is to increase Customer Lifetime Value (LTV), reduce subscriber churn, and deliver a cohesive, flexible, and positive retention ecosystem. If you're a proven expert in subscription economics and customer loyalty, we'd love to have you on our team
Here's some of the work you might be involved in…
Retention & Subscription Platform Ownership
You will own the strategy, roadmap, and execution for retention-related experiences, including customer account surfaces, subscription management, and post-purchase flows. This includes leading the product direction for subscriber growth and churn reduction across key geographies.
Churn Reduction & LTV Growth
You will define, measure, and track key retention metrics (LTV, repeat purchase rate, subscriber churn, pause frequency). You will deliver improvements that enhance flexibility, transparency, and value perception among our subscribers.
Recharge & Platform Management
You will own the product configuration, capabilities, and customer experience delivered via Recharge (or relevant subscription tooling). You'll partner with Engineering and vendors to improve the subscriber portal experience and ensure seamless integration with Shopify.
Lifecycle & Experience Optimisation
You will partner closely with Lifecycle Marketing to ensure product surfaces effectively support automated lifecycle triggers and behavioural segmentation. You will continuously identify and remove friction in reorder, account management, and subscription modification experiences.
Customer Insight & Analytics
You will conduct qualitative and quantitative research to understand churn drivers and retention opportunities. You'll build models and insights with the Data team to evaluate retention initiatives and inform roadmap prioritization.
Let's talk about you
You're an Expert who thrives in a collaborative, high-energy environment and knows how to get things done while keeping quality top of mind. You're ready to bring your energy to a team that's all about making a positive change in the world.
* You have ** strong experience in retention, subscription management, lifecycle, or CRM-related product roles.**
* You possess a deep understanding of subscription economics, churn drivers, and flexible plan design.
* You have experience working with Shopify and subscription platforms (like Recharge).
* You are proficient in data analysis, test design, and KPI-driven decision making to maximise LTV.
* You are skilled at cross-functional collaboration and leading a complex product roadmap.
* You are adept at delivering customer-centric product experiences that balance business and user needs.
What's in it for you?
* A genuine culture of collaboration. We're a small team, so there's a lot of room to develop your unique identity and path within the company.
* We'll encourage you to work across disciplines and broaden your horizons while helping you grow.
* FREE toilet paper, hand towel, tissues and a few other things.
* The freedom to act on good ideas, quickly. We'll help you get there
* Generous leave policies - including "Life" Leave.
* Remote-first culture with the opportunity to collaborate in person in Melbourne and Sydney.
* Work From Home stipend, professional development budgets, and access to hub office locations at The Commons (Melbourne and Sydney)
You give a crap
As a certified B Corp, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5, we're in very good company with other exceptional B Corps around the world.
Have you made it this far?
If you're still reading, we think there's a strong chance you might be our kind of person. Here's the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.
Our team is "Going Slow" from Dec 19th until Jan 5th for a recharge. Please apply, but know that our review process is hitting the festive pause button (we'll be moving at snail's pace, or maybe slower). We'll be back in January, to check your application