Head of Retention & Customer Value, Cocunat
Natural cosmetics brand
Posted today
Natural cosmetics brand
21-100 employees
Posted today
21-100 employees
Company mission
To disrupt the cosmetics sector by giving the consumer the power to change the industry and make it healthier, more sustainable and safer.
Role
Who you are
- Thinks in systems, not campaigns
- Asks "What customer behaviour should we change?" instead of "What email should we send?"
- Celebrates profitable growth, not vanity metrics
- Validates ideas through experimentation
- Enjoys building teams as much as building strategies
- Loves discovering growth opportunities hidden inside customer data
- 6+ years in Retention, CRM, Lifecycle or Growth within digital businesses
- Experience leading teams
- Proven success increasing LTV, customer retention and recurring revenue
- Strong analytical mindset with experience 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 with subscription or recurring revenue businesses is highly valued
- International experience is a plus
- Fluent English. Spanish is highly valued
What the job involves
- At COCUNAT, we're building our Retention department from scratch
- We're not looking for someone to manage email campaigns. We're looking for someone to own one of the company's most important growth levers: Recurrent Revenue
- Your mission will be to transform customer behaviour into profitable growth through experimentation, analysis and automation, while building the team, systems and operating model that will make the function scalable
- We're looking for someone obsessed with uncovering growth opportunities where others don't see them—and with the ability to turn those opportunities into a high-performing department
- This department is being created now. You won't inherit an established machine—you'll build it
- You'll lead a team from day one, shape three strategic areas and own one of the company's key growth objectives
- You'll define and optimize the entire customer lifecycle strategy while owning its business impact
- Drive subscription growth, increase recurring revenue and reduce churn
- Improve repeat purchase, cross-sell, upsell and winback performance
- Develop lead-to-first-purchase initiatives
- Define promotions, discount strategy, pricing, bundles and personalization to maximize customer value
- Build the annual business plan, defining objectives, investment priorities and expected return
- Your role is to understand what is happening with our customers—and why
- You'll continuously analyse customer behaviour, cohorts and segmentation to identify opportunities that drive measurable business growth
- We are not looking for someone who simply monitors dashboards. We want someone who uncovers opportunities others don't see and knows how to quantify their impact before turning them into action
- Experimentation will be at the core of your work
- You'll continuously test pricing, bundles, promotions, lifecycle journeys, CRM flows, subscriptions, loyalty initiatives, personalization, cross-sell and upsell strategies
- Every decision should follow the same logic:
- Data → Behaviour → Insight → Action → Revenue Growth
- Retention goes far beyond CRM
- You'll own the relationship with our customers across their entire lifecycle
- Turn customer feedback, NPS, surveys and reviews into actionable business improvements
- Improve onboarding and customer education
- Develop loyalty and referral initiatives
- Ensure customer experience becomes a competitive advantage
- This is a leadership role
- You'll be measured not only by business results, but also by the team and department you build
- Lead and develop the Retention 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
Our take
Cocunat is an online cosmetics store specialising in sustainable, natural products crafted through cutting-edge research and development. Pioneering the "TOXIC FREE" ethos, the company is committed to empowering consumers with knowledge about the ingredients they're applying to their skin, thereby championing safer beauty practices.
Offering a diverse range of products available for individual purchase (and embracing the subscription box trend with a monthly option), Cocunat caters to various preferences and lifestyles. Boasting accolades from numerous Beauty Awards and earning glowing reviews on platforms like Trustpilot, Cocunat has garnered widespread recognition and acclaim from both industry experts and satisfied customers.
Having opened a small number of brick and mortar stores in Spain, the company is looking to expand this footprint into the US through multibrand retailers. With a steadfast commitment to sustainability, transparency, and efficacy, Cocunat continues to redefine the standards of beauty commerce. In doing so, it sets a precedent for conscientious consumption and fosters a community dedicated to holistic well-being.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2025
$1.1m
LATE VC
May 2022
$2.1m
CONVERTIBLE
Total funding: $9.6m
Company benefits
- Flexible schedule and the possibility to work from home
- Product discounts
- Free coffee and chocolate
- Fresh fruits every week
- Talented, committed and supportive teammates
- International environment (more than 10 nationalities)
- Casual & pet-friendly office environment
- Budget for training, certifications and team building activities
- No politics or bureaucracy
- Office based in Barcelona city center, Sant Gervasi
Company HQ
Sant Gervasi - la Bonanova, Barcelona, Spain
Leadership
Sara Werner
(Co-Founder & CEO)Previously CEO at Nosotras.com, with experience in Marketing and Sales.
Ignasi Faus
(Co-Founder)Former R&D Manager at Schibsted Classified Media, and Chief Innovation Officer at Akamon Entertainment. Worked in User Experience at Microsoft.
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