IM8 Health, co-founded by global icon David Beckham, is a pioneering brand at the intersection of wellness and innovation. Our mission is to empower individuals with cutting-edge health solutions that are accessible, sustainable, and personalized to support everyday wellness. By combining our passion for health with a commitment to innovation, IM8 Health is redefining the future of well-being. Join our dynamic team and be part of a brand that’s making a lasting impact on health and lives globally.

The role
We’re hiring a Head of Customer Lifecycle & Retention to own the end-to-end customer journey and be the driving force behind retention. You will redesign the customer experience from first touch to long-term loyalty, turning customers into advocates. This is a highly hands-on builder role in a hyper-growth environment, partnering closely with Marketing, Ops, Product, Data, Care, and Creative.

What you’ll do
• Build and own the lifecycle strategy to grow LTV, increase repeat purchase rate, improve NRR, and reduce churn.
• Own retention channels end-to-end: email, SMS, WhatsApp, in-app/on-site messaging, and new channels you validate.
• Architect automated journeys and triggered programs across the funnel: onboarding, activation, replenishment, cross-sell/upsell, win-back, lapse prevention, milestone/loyalty, and referral.
• Stand up an experimentation engine: rigorous test design, rapid iteration, and clear learning agendas across content, timing, offers, channel mix, and incentives.
• Define and report the metrics that matter: LTV, churn, NRR, cohort health, payback, AOV, subscription retention, message deliverability, and channel ROI.
• Build smart segmentation and personalization using behavioral, cohort, RFM, product, and lifecycle stage data.
• Partner across teams to deliver a seamless experience: coordinate with Growth for top-of-funnel alignment, Ops for supply/fulfillment nuances, Care for proactive save plays, Product/Tech for event instrumentation, and Creative for brand-true storytelling.
• Be the voice of the customer: translate insights into roadmaps, fix friction, and champion customer-centric decisions.
• Embrace and operationalize AI: use AI daily to ideate, automate, predict, and personalize at scale; design AI-assisted workflows for copy, segmentation, experimentation, and reporting.

What you’ll bring
• 5+ years in lifecycle/retention/CRM for D2C, subscription, or high-growth consumer brands with measurable wins.
• Proven track record building lifecycle programs that move LTV, churn, and NRR.
• Deep hands-on experience with modern ESP/CRM and marketing automation platforms; comfort wiring events, building journeys, and troubleshooting data flows.
• Strong analytical chops; fluent in cohort analysis and experimentation. Familiarity with tools like Google Analytics, Mixpanel, Looker, or similar is a plus.
• Obsessive AI user mindset: you actively use and improve AI tools and prompts to accelerate work, enhance creativity, and automate repetitive tasks.
• Builder energy: entrepreneurial, scrappy, and comfortable rolling up sleeves to ship v1, learn, and scale.
• Excellent communicator and collaborator who can align cross-functional stakeholders and keep execution crisp in a fast-moving environment.

How we work at IM8
• AI-first execution: every teammate is expected to use AI daily for ideation, analysis, automation, and personalization.
• Hands-on and entrepreneurial: bias to action, ship fast, iterate faster.
• One team: tight collaboration with Marketing, Ops, Product, Data, Care, and Creative.
• Customer-obsessed and data-driven: decisions grounded in insights, experiments, and clear goals.
• High ownership, low ego: you own outcomes end-to-end and help others win.

Nice to have
• Experience with subscription mechanics, churn prevention, and payment recovery.
• Background in supplements, wellness, or consumer health.
• Predictive modeling familiarity for propensity-to-buy/churn and send-time optimization.

Why You'll Love Working at IM8
•Make a huge impact: You will have the opportunity to build and own our customer retention function, playing a critical role in our long-term success.
•Join a rocket ship: Be part of a hyper-growth startup that is reshaping its industry.
•A culture of innovation: We are a team of passionate and creative individuals who are not afraid to challenge the status quo.
•Flexibility and autonomy: We trust our team members to take ownership of their work and make a real difference.
•If you are a passionate and experienced retention expert who is excited about the opportunity to build something special, we would love to hear from you.