Head of Retention - New York - Ultra Pouches

Description

Overview

Ultra is already the #1 brand of nicotine-free pouches in the world and we only launched 6 months ago were just getting started. Our mission is to build the category-defining brand of functional pouches for people who want enhanced performance without the crash, addiction, or long-term downsides. Ultra does not just make a pouch that is somewhat better for you than Zyn. We make functional performance products that are actively good for you.

The market shift is massive: nicotine pouch sales are up 3,000% since 2019 and projected to reach $20B by 2026. Consumers are adopting the pouch form factor at scale, and many are now seeking nicotine-free functional benefits in a pouch. Ultra is positioned to lead that wave.

Backed by some of the best investors, founders and athletes in the world, including:

• Left Lane Capital (Blank Street, Olipop, Holy)
• Founders & Operators

Learn more:

The Role

As Head of Retention at ULTRA, you wont just be optimizing emails. Your mandate is broad and critically important: improve cohort retention, expand LTV, maximize customer love.

You will take full ownership of retention KPIs across the entire customer lifecyclefrom acquisition, to activation and onboarding, to repeat purchase behavior, subscription optimization, win-back, reactivation, and long-term engagement. Email and SMS are tools in your toolkit, not the job. Your job is to move cohort curvesby any means necessary.

This is a highly strategic, cross-functional operator role. Youll collaborate deeply with the CEO, Growth, Product, Creative, and Tech to design systems that improve customer outcomesnot just short-term metrics. Whether thats onboarding flows, usage education, habit formation, gamification, subscription mechanics, or entirely new retention surfaces, youll be expected to identify the lever and pull it.

Were looking for someone who thinks like a scientist, operates with data-backed conviction, and has proven they can implement retention playbooks on scaled and rapidly growing subscriber bases. We want someone who firmly believes that retention can be ULTRAs biggest and most durable growth lever.

What Youll Own

Retention Strategy & Ownership

• Own customer retention end-to-end, with direct accountability for churn reduction, repeat purchase rate, subscription health, and LTV expansion.
• Set the strategic direction for retention and operate with autonomy, speed, and accountability.
• Define what great retention looks like at ULTRA and build systems to achieve itcohort by cohort.
• Develop a deep, evolving understanding of the end-to-end customer lifecyclefrom first exposure and first use to habit formation, loyalty, and churn.
• Leverage quantitative data (cohort analysis, funnel drop-offs, usage signals) and qualitative inputs (customer interviews, CX transcripts, reviews) to uncover why customers stay, expand, or leave.
• Continuously identify the true drivers of churn and LTV across customer segments, products, and acquisition channels.
• Translate lifecycle insights into clear, testable hypotheses for reducing churn, reactivating lapsed customers, and expanding active subscriber value.
• Design and run rapid experiments across onboarding, activation, subscription mechanics, winback, offers, education, and engagement.
• Move fast: validate ideas through lightweight tests before investing in fully architected systems.
• Once validated, own the end-to-end buildoutprocesses, tooling, automation, and documentationso wins scale reliably.

Lifecycle Marketing

• Own the full lifecycle experiencefrom onboarding and activation to habit formation, subscription optimization, winback, and reactivation.
• Email and SMS are tools, not the job. Youll deploy any surface necessary to improve retention: lifecycle flows, education, packaging inserts, loyalty mechanics, in-product nudges, or new engagement loops.
• Partner with Product, CX, and Creative to reinforce correct usage, expectations, and perceived value.
• Own subscription performance including opt-in rate, save rate, pause behavior, and churn recovery.
• Design winback and reactivation strategies grounded in lifecycle insight and customer motivationnot blanket discounts.
• Build scalable systems to recover revenue and re-engage high-intent customers.

Offer Strategy (Shared with Growth)

• Partner closely with the Head of Growth on offer design, bundles, pricing tests, and promotions.
• Meet Growth in the middle: Growth owns acquisition efficiency; Retention owns downstream value and churn impact.
• Ensure offers are optimized for long-term LTV, not short-term spikes.

Analytics & Retention Infrastructure

• Build and maintain retention reporting focused on cohort retention, churn, repeat rate, LTV, and subscription health.
• Ensure insights consistently translate into experiments and decisionsnot passive dashboards.

Why Youre a Fit

• Youve owned retention and LTV at scale, improving cohort curves, reducing churn, and expanding customer value over time.
• You use data and customer insightcohort analysis, lifecycle metrics, customer interviews, and CX feedbackto understand why customers stay or leave.
• You translate insights into clear hypotheses, run experiments to validate them quickly, and then scale what works into durable systems.
• Youre strong in email and SMS, but you think holistically about lifecycleonboarding, activation, subscription mechanics, winback, and long-term engagement.
• Youre analytical and structuredcomfortable living in retention dashboards, running experiments, and separating signal from noise.
• You care deeply about getting better every weekand you embody ULTRAs values: Move fast. Be data-driven. Take ownership. Build with intention. Compete to win.

Why You Should Join ULTRA

• Real Ownership, Real Impact
• Retention is a core pillar of ULTRAs growth engine. Youll have full ownership of churn, repeat rate, subscription performance, and LTVand the authority to test, iterate, and scale what works.
• Built for Builders
• The basic foundation is in place, but we need someone to implement and execute on a best-in-class retention playbook. Youll shape lifecycle strategy, experimentation frameworks, and systems that materially improve every cohort going forward.
• Speed Without Bureaucracy
• ULTRA moves fast. Strong ideas turn into tests quickly, and wins get scaled without layers of approval or unnecessary process.
• Massive Surface Area to Improve
• Acquisition, onboarding, activation, subscription mechanics, winback, education, engagement loopstheres meaningful room to bend cohort curves and create compounding impact.
• True Partnership With Growth
• Acquisition is already working at scale. Youll collaborate closely with the Head of Growth on offers and experimentation while owning downstream value and long-term customer performance.
• Category-Defining Brand
• ULTRA is building the future of clean energy and focusthis is a chance to lead a critical growth level for a brand defining an entirely new performance category.
• High-Performance Culture
• Join a team that plays to windata-driven, resourceful, and relentlessly focused on results.
• Benefits and Perks
• Benefits include medical, dental, and vision coverage, HSA access, a 401(k), a Bathhouse membership for recovery and reset, and unlimited PTO

Ultra is proud to be an equal opportunity workplace. We value a diverse workforce and an inclusive culture. We believe in and are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.

We comply with all applicable employment laws, including the NYC Fair Chance Act, and provide reasonable accommodations for disabilities and sincerely held religious beliefs.