Junior Subscription & Retention Specialist

Junior Subscription & Retention Specialist

Company: Truly Free Home

Department: Growth/Marketing

Reports To: Director of Lifecycle

Location: Remote – United States

Employment Type: Full-Time

About Truly Free Home:

Truly Free Home exists to give families powerful, plant-based cleaning products without toxic chemicals or the limitations of a single-purchase model. Our subscription business is central to our mission, helping us build lasting customer relationships, deliver ongoing value, and create a more sustainable future. As we continue to grow, we are investing in our subscription and retention capabilities. We are looking for a detail-oriented, analytical, and curious individual who wants to help improve the subscriber experience, reduce cancellations, and support the growth of our recurring revenue business.

The Role:

The Junior Subscription & Retention Specialist supports the execution and ongoing optimization of Truly Free Home's subscription business. Working closely within the lifecycle marketing vertical, this individual helps implement retention initiatives, monitor subscriber behavior, maintain performance reporting, and identify opportunities to improve the customer journey.

This role combines subscription operations, customer experience optimization, data analysis, and experimentation, with responsibilities spanning the entire subscriber journey, from onboarding and first rebill through ongoing engagement, subscription modifications, cancellation prevention, and reactivation.This is an excellent opportunity for an early-career marketing or ecommerce professional who enjoys working with data, solving problems, and understanding what motivates customers to stay subscribed.The ideal candidate combines analytical thinking with strong organizational skills and a willingness to learn. They should be comfortable taking ownership of assigned projects, investigating problems, identifying patterns, and translating observations into actionable recommendations.

Key Responsibilities:

1. Subscription Operations & Experience Optimization:

• Support the day-to-day administration and optimization of the subscription program.
• Assist with implementing subscription offers, promotions, incentives, and subscriber-focused campaigns.
• Monitor subscription activity and help identify operational issues affecting the subscriber experience.
• Regularly audit the Members Portal and subscription management experience to identify friction and improvement opportunities.
• Monitor key subscriber actions, including skips, pauses, frequency changes, product additions, and cancellations.
• Conduct quality assurance (QA) testing for subscription promotions, incentives, and customer-facing changes before and after launch.
• Coordinate with internal teams to ensure subscription changes, offers, and communications are implemented accurately.
• Help maintain subscription documentation, campaign calendars, and project timelines.

2. Retention & Churn Reduction:

• Assist with implementing cancellation-prevention initiatives, skip and pause options, and winback campaigns.
• Analyze cancellation trends, subscriber behavior, and customer feedback to identify recurring reasons for churn and potential improvement opportunities.
• Support initiatives designed to improve the subscriber experience during onboarding, first-to-second rebill conversion, renewal, and ongoing product usage.
• Monitor skip, pause, and cancellation patterns to identify potential retention risks.
• Help identify opportunities to engage at-risk subscribers through relevant offers, education, and communications.
• Track the effectiveness of retention initiatives and contribute recommendations for further optimization.

3. Subscription Experience & Experimentation:

• Support the development and execution of A/B tests and retention experiments across the subscriber journey.
• Help document test hypotheses, objectives, success metrics, and implementation requirements.
• Coordinate experiment setup, QA, and launch readiness with internal teams.
• Monitor experiment performance and help evaluate results against established success metrics.
• Support the use of control groups and incremental measurement to understand the effectiveness of retention initiatives.
• Document test results, key learnings, and recommendations for future optimization.
• Help prioritize improvement opportunities based on customer impact, business value, and implementation effort.

4. Subscriber Communications & Lifecycle Coordination:

• Partner with Lifecycle Marketing to coordinate subscription-related email and SMS communications, while the Lifecycle team retains ownership of channel strategy and deployment.
• Help define audience requirements, subscription triggers, timing, and eligibility criteria for subscriber communications.
• Help maintain subscriber communication calendars, renewal reminders, educational content, and promotional messaging.
• Assist with testing messaging, offers, and communication timing to improve engagement and retention.
• Review customer feedback and subscription-related inquiries to identify recurring issues and opportunities for improvement.
• Help ensure subscribers receive clear, timely, and consistent communications throughout their customer journey.
• Coordinate with Lifecycle Marketing to prevent conflicting, redundant, or poorly timed subscriber communications.

5. Analytics, Reporting & Insights:

• Maintain recurring reports and dashboards tracking subscriber activity and subscription performance.
• Monitor key metrics, including active subscribers, cancellations, churn rate, pause rate, retention, and winback performance.
• Expand performance monitoring to include first-to-second rebill conversion, rebill success rates, voluntary and involuntary churn, reactivation, subscriber AOV and LTV, and subscription expansion and contraction.
• Assist with subscriber cohort analysis and tracking performance across different customer groups.
• Support A/B testing by coordinating test setup, monitoring results, and documenting findings.
• Investigate unusual trends or performance changes, identify potential causes, and communicate meaningful findings to the Subscription Retention Specialist.
• Help translate data into actionable insights, hypotheses, and recommendations for improving retention.
• Collaborate with Business Intelligence to validate reporting accuracy and metric definitions.

6. Cross-Functional Collaboration:

• Partner with Lifecycle Marketing, Development, Business Intelligence, Customer Experience, and Finance to support subscription initiatives.
• Assist with troubleshooting subscription-related issues and coordinating resolutions.
• Help ensure campaigns, offers, and customer-facing experiences are executed accurately and on schedule.
• Coordinate project requirements, timelines, testing, and implementation for assigned initiatives.
• Communicate project progress, blockers, and performance findings clearly, ensuring issues are followed through to resolution.
• Contribute ideas for improving subscriber engagement, customer satisfaction, and long-term customer value.

What We're Looking For:

• Approximately 3-5 years of experience in ecommerce, digital marketing, lifecycle marketing, customer retention, subscriptions, marketing operations, or a related field.
• Strong analytical skills and an interest in understanding customer behavior and business performance.
• Comfort working with spreadsheets, reports, and performance metrics.
• Excellent attention to detail and the ability to manage multiple tasks and deadlines.
• Strong written and verbal communication skills.
• A proactive, curious mindset with the ability to investigate problems, identify patterns, ask thoughtful questions, and challenge assumptions.
• Ability to follow established processes while identifying opportunities for improvement.
• Ability to take ownership of assigned responsibilities and follow through from investigation to resolution.
• Comfortable working independently and collaborating with a distributed, remote team.

Preferred Qualifications:

• Exposure to a direct-to-consumer (DTC), consumer packaged goods (CPG), ecommerce, or subscription-based business.
• Familiarity with Klaviyo or other email and SMS marketing platforms.
• Familiarity with subscription management platforms or custom-built subscription environments.
• Basic knowledge of subscription economics and metrics, including first-rebill retention, rebill success, churn, customer lifetime value, and repeat purchase behavior.
• Experience with Google Sheets, Excel, Google Analytics, or reporting dashboards.
• Exposure to marketing automation, customer segmentation, A/B testing, or campaign performance reporting.
• Exposure to cohort analysis, customer journey mapping, QA testing, or customer experience optimization.

How Success Will Be Measured:

• Success in this role will be measured by the quality, consistency, and effectiveness of execution, analytical contributions, problem-solving, and growing independence, including:
  • Accurate and timely completion of subscription reporting and campaign tasks.
  • Reliable monitoring and communication of subscription performance trends.
  • Successful execution of assigned retention, winback, and subscriber engagement initiatives.
  • Timely identification and escalation of subscription issues.
  • Improved visibility into subscriber behavior, cancellation trends, and campaign performance.
  • Effective collaboration with the senior specialist and cross-functional partners.
  • Accurate coordination, QA, documentation, and performance monitoring of retention experiments.
  • Identification of meaningful subscription trends, customer friction points, and actionable improvement opportunities.
  • Proactive investigation of issues and consistent follow-through on assigned resolutions.
  • Increasing independence, analytical capability, and contribution to retention improvements over time.

What We Offer:

• The opportunity to contribute to a growing DTC subscription business with a meaningful mission.
• Hands-on exposure to subscription growth, retention analytics, customer lifecycle marketing, and ecommerce.
• Direct mentorship and development under an experienced subscription and retention professional.
• Opportunities to take ownership of projects, develop analytical expertise, and contribute to measurable business improvements.
• A collaborative, fast-moving environment where ideas and continuous improvement are encouraged.
• Remote work within the United States.
• Compensation and benefits aligned with the role and experience level.
• We value curiosity, analytical thinking, initiative, accountability, and a willingness to learn.