PILLAR Performance - Ecomm / Subscription - Retention Specialist
Are you ready to build the future of performance health?
PILLAR Performance ('PILLAR') is a leading Australian sports nutrition company, launched in June 2021. We produce a line of globally leading performance health supplements, fit for purpose for the greatest athletes in the world.
Since launching in June 2021, PILLAR is now used by over 100 professional sporting franchises, including teams within the NBA, NFL, AFL, NRL, Olympic programs, World Tour cycling teams, and the DSM Firmenich Running Team, plus a growing number of elite endurance athletes globally, including but not limited to Nedd Brockmann, Jan Frodeno, Matt Hauser, Ariarne Titmus, and Izzy Batt-Doyle (currently holds Aus Marathon record).
Our products are sold globally, with manufacturing local to each region across Europe, the US, and Australia, going to market via direct-to-consumer, retail, and global distribution partnerships. We're a fully remote team, and our labels and packaging carry the brand everywhere our products land, on shelf at Chemist Warehouse, in a gym bag, on a race table.
HOW THIS ROLE MAKES OUR STRATEGY SUCCESSFUL
Subscriptions are now a big part of our business, and this is a new role built to look after them. You’ll specifically run our Loop subscription program across both our AU and EU stores and help out our USA entry.
It starts with the data. You’ll work out where subscribers join, where they drop off and why, then decide how we can make their experience better. Sometimes that’s a cancel flow, a delivery option or a product page. Sometimes it’s a win-back campaign or an email. The numbers tell you where to look, and you act on what they say.
You’ll work directly with the Director of Digital, and you’ll have a real say in offers and retention decisions. To get changes live, you’ll work with our developer and UX designer on the site and portal, and with our email agency, who write the emails while you set the brief and judge the results.
WHAT YOU'LL DO
Get the numbers straight first. In your first couple of months, set up proper subscription reporting: subscribers, AOV, cancellation rates and reasons, cohort retention, pauses, payment failures and LTV, across both stores. Once we have a baseline, we can see what your work changes.
Grow subscribers. Lift how many people subscribe on product, collection and cart pages, through layout, offers and how we present offers.
Keep them longer. Fix cancel flows, save offers and delivery options. Our biggest problem is people feeling they have too much product, so cadence and skip options matter as much as discounts.
Handle pauses and failed payments. Make sure paused subscribers don’t quietly disappear, and that failed payments get recovered.
Win people back. Run programs for lapsed and cancelled subscribers.
Grow AOV over time. Work out how we increase order value from the first order onwards, and report it by order number.
Run the lifecycle work. Direct the agency on onboarding, replenishment, upsell and re-engagement, and hold them to clear results.
Test things. Run split tests on pages and flows, and act on what you find.
Tell us what the data says. Turn it into clear priorities for me and the team.
WHAT WE'RE LOOKING FOR
3 + years in subscription e-commerce, ideally DTC health, wellness or consumables.
Hands‑on with a Shopify subscription platform. Loop is ideal, but Recharge, Skio or similar is fine.
Klaviyo or a similar email and SMS platform.
A record of measurably cutting churn and growing subscriber LTV.
Comfortable with cohort analysis, and good at explaining what the numbers mean.
Good judgement on discounting: knowing when an offer is worth it and when it just costs margin and back this up with data.
Experience working with agencies or developers, and writing dot point briefs that people can act on.
Working knowledge of the rules around supplement claims and email and SMS consent, or the willingness to learn them fast.
Clear, short writing, and the ability to manage your own priorities.
NICE TO HAVE
CRO and split-testing experience.
An interest in performance, endurance sport, training or recovery science.
LOCATION
Australia - we have satellite pods in Brisbane, Gold Coast / Northern Rivers, Melbourne, Sydney and Adelaide. We offer hybrid working with large part done remotely and then in-city meet ups.
Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .
#J-18808-Ljbffr
