Role highlights
Full Time
Permanent
Lead
On-site
The Head of Customer Retention role requires extensive experience in customer retention strategies, customer lifetime value (CLV) growth, and CRM management within digital or e-commerce environments. The candidate must be proficient in developing and executing loyalty programs and advanced segmentation techniques across multiple channels, including email, push notifications, and SMS. Strong technical fluency is essential, with expertise in CRM platforms, marketing automation tools, and AI-driven personalization technologies to enable scalable and data-driven customer engagement. The role demands a strategic mindset capable of bridging analytics insights with actionable campaign execution, working closely with analytics teams to define customer cohorts and optimize retention efforts. Leadership skills are critical, as the position involves building and mentoring a high-performing team, setting clear goals, ensuring alignment across departments, and removing obstacles to achieve business objectives. Excellent communication skills are necessary to influence and align multiple stakeholders, including reporting directly to the Chief Commercial Officer and collaborating cross-functionally. The candidate should be hands-on, results-oriented, and able to operate autonomously within a fast-paced, flat organizational structure that values quick decision-making and immediate impact. Overall, the role combines strategic ownership of the customer journey, loyalty definition, and operational leadership to drive sustained customer engagement and business growth.
About the role
Role Summary
- Own the customer journey and define loyalty for one of Europe's fastest-growing craft communities
- Define how Hobbii turns customers into lifelong fans
- Shape the roadmap for loyalty and build a high-performing team
- Full ownership of growing Customer Lifetime Value (CLV)
- Influence business processes and see immediate results from your decisions
- Work in a flat structure with fast decision-making and real autonomy
Responsibilities
- Define, implement, and own the strategy to improve CLV, reduce churn, and increase loyalty
- Lead CRM & automation strategies (email, push, SMS) with advanced segmentation
- Develop loyalty program offers and benefits to encourage repeat customers
- Collaborate with Analytics to define customer cohorts and turn insights into actionable campaigns
- Champion technology and tools for scalable personalisation and automation
- Lead, mentor, and inspire your team with clear goals and continuous feedback
- Ensure team alignment, set direction, remove obstacles, and follow up
- Report to the CCO and work cross-functionally across the business
Requirements
- Experience in customer retention, CLV, and CRM in a digital or e-commerce environment
- Confident bridging analytics and strategic execution
- Tech-fluent, with CRM, automation, and AI experience
- Strong communicator able to align multiple stakeholders
- Hands-on, results-driven, and ready to take ownership and move fast
Benefits
- 6 weeks’ paid holiday
- Creative, playful office in Copenhagen with Monday breakfasts and workshops
- Autonomy and impact: mandate, resources, and freedom to define and build customer loyalty
- Fast decision-making in a flat structure
- Opportunity to shape collaboration, processes, and systems from day one
How to Apply
- Hit the apply button
- No cover letter or lengthy essay required; answer questions in the application form
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Hobbii
About five years ago, four tech entrepreneurs spotted a huge interest in yarn; Our growth journey started back in 2016 and consisted of four young guys and a...
- Location
- København
- Employees
- —
- Website
- hobbii.teamtailor.com