Junior Subscription & Retention Specialist

Company:
Truly Free Home

Department:
Growth/Marketing

Reports To:

Director of Lifecycle

Location:

Remote – United States

Employment Type:

Full-Time

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 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.

• 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.

• 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.

• 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.

• Partner with Lifecycle Marketing to coordinate…