Product Manager of Retention

Hi, we're Nuts.com! Nuts.com is a self-funded, profitable, rapidly growing multi-channel DTC specialty food and wellness company with over 550 people on our team. We're changing the landscape of snacking on nuts, dried fruit, chocolate and more! We planted our roots in Newark, New Jersey during the Great Depression, selling premium nuts on Mulberry Street's open-air market. We've come quite a long way since then, taking our multi-generational family business online in 1999. Even after 97 years, we continue to pride ourselves in expertly sourcing the highest quality foods and treating our customers like family. What's our team like? We're driven, collaborative and entrepreneurial. Energy and passion power our business and we look for candidates who share in that excitement to help us continue to build something special. The role: As Product Manager of Retention, you will own the strategy, roadmap, and execution for how we keep and grow customers after the first order. This is one of the highest-leverage problems in the business: small, durable improvements in retention compound into outsized revenue, and you'll own the products, programs, and experiences that move it. This role sits at the intersection of customer experience, data, and lifecycle marketing. You'll work closely with Growth, CX, Merchandising, Data, Engineering, and Design to build experiences that bring customers back, deepen their relationship with the brand, and remove the friction and quality issues that cause them to lapse. You'll use AI effectively and thoughtfully, making sure the retention programs we build today get smarter as our customer base and channel mix evolve. How you'll make an impact: • Own the retention product roadmap end to end — onboarding flows, replenishment and reorder, loyalty, win-back,subscription (Auto-Delivery) growth and experience, and post-purchase experiences — prioritizing the work that most durably improves cohort retention. • Move the metric that matters. Own blended 12M LTV as your key metric, but break it down into faster feedback loop chunks, set defensible targets, and tie every initiative back to retention, repeat rate, and customer lifetime value. • Use quantitative and qualitative data to find where lifecycle investment creates the most leverage. Pinpoint the moments and root causes that drive customers to lapse — including quality and experience issues like seasonal melt and holiday freshness — and build the products and interventions that address them before a customer churns. • Partner with Engineering and Data to own the health of our lifecycle infrastructure: identity resolution, event schemas, and messaging deliverability, so every program is built on data we trust. • Design experiments, measure what matters, and partner with Data to make our customer experience smarter with every interaction — from segmentation to proactive CX workflows. How we work: One Team. We don't think in channels — we think in customers, and we don't think departments matter beyond the skills and context they bring. We'd rather align around the goals we're working to achieve and get the right people, with the right context, in the right room to solve problems holistically. Engineering is focused on customer and business outcomes, not just shipping. Hypothesis-Driven Execution. We don't believe in "best practices" or "industry KPIs." We don't care about "benchmarks" — instead we work to be the best we can possibly be. We form a point of view, test quickly, and update our beliefs. We seek to work in sequence, not in parallel, constantly asking what the most important hypothesis is right now and how to confirm or reject it as fast as possible. We don't expect to be perfect the first time. Brand & Performance Together. We care equal