Head of Operations & Retention for DTC Health Wellness

Jobgether is seeking a Head of Operations & Retention for a fast‑growing DTC health and wellness brand in Canada. Lead the transformation of post‑purchase processes into a competitive advantage by boosting fulfillment efficiency, customer retention and overall experience.

Key Responsibilities

• Develop and execute operational strategies that improve order fulfillment speed, accuracy and cost‑effectiveness.
• Design and implement retention programs that increase repeat purchase rates and lifetime value.
• Lead cross‑functional teams—including logistics, customer service, and analytics—to deliver a seamless end‑to‑end customer journey.
• Monitor key performance indicators (KPIs) such as delivery metrics, churn, Net Promoter Score (NPS) and identify continuous improvement opportunities.
• Partner with product, marketing and finance to align operational initiatives with overall business growth targets.
• Manage vendor relationships, negotiate contracts and ensure compliance with regulatory standards.
• Build and mentor a high‑performing operations team, fostering a culture of data‑driven decision making.

Required Qualifications

• 5+ years of senior operations leadership experience, preferably in direct‑to‑consumer, e‑commerce or health‑wellness sectors.
• Proven track record of driving customer retention and operational scalability.
• Strong analytical skills with ability to translate data into actionable strategies.
• Excellent communication and stakeholder management abilities.
• Experience with fulfillment technologies, CRM platforms and retention automation tools.
• Bachelor’s degree in Business, Operations Management or related field; MBA is a plus.

What We Offer

• Opportunity to shape the operational backbone of a high‑growth health brand.
• Collaborative, mission‑driven culture focused on wellness and innovation.
• Competitive compensation package and performance‑based incentives.

Frequently Asked Questions

What industry does this Head of Operations role focus on?

The position is within the direct‑to‑consumer health and wellness sector.

Which key performance indicators will I be responsible for?

You will track fulfillment speed, order accuracy, churn rate, repeat purchase rate and Net Promoter Score.

Do I need prior experience in health‑wellness brands?

Experience in DTC, e‑commerce or health‑wellness operations is preferred, but strong operational leadership skills are essential.