Retention & Loyalty Builder

Job description

At HelloPrint, we are building the world’s largest platform for customised print products. We are one of the front-runners in AI adoption in the Netherlands, and we’re currently transitioning towards a fully AI-first way of working, where automation, agentic workflows, and rapid experimentation are core to how every team operates.

The Marketing & Growth team is rebuilding the entire growth engine around our customers, an AI agent fleet, and a winnable bet on agentic commerce. That engine has a massive opportunity: increasing retention among our enormous international customer base. While our revenue already comes in at 85% from returning customers, our first-to-second order rate is well below where it should be, loyalty is underbuilt, and our power users get nothing in return for being our best customers.

To fix this, we are looking for a Retention & Loyalty Builder - a rare profile of AI-native systems thinker, data-driven business operator, and creative builder. You will own the entire post-purchase journey at HelloPrint: how every customer is welcomed, retained, rewarded, and reactivated. You will design it as a system, not as a calendar of campaigns. And you will run it with an AI agent fleet doing the work alongside you.

This is not a traditional CRM or email-marketing role. It is a high-impact, high-ownership position for an exceptional builder who can hold strategy, data, programme design, copy, and AI orchestration in one head - and ship continuously.

Job requirements

As Retention & Loyalty Builder, you own the answer to one question: how do we make every HelloPrint customer worth more, faster?

What you will do:

• Design the end-to-end lifecycle - behavioural welcome, replenishment, win-back, referral, loyalty tiers, reseller programme - as one connected system, not a stack of campaigns
• Architect HelloPrint Pro, our customer, reseller, and business loyalty proposition - including tiers, rewards, perks, and the underlying economics
• Operate the Lifecycle Agent: brief it, let it generate journeys, audit the output, ship what works
• Own the metrics that matter: first-to-second order rate, repeat rate, LTV, CAC payback, loyalty enrolment, share of wallet
• Run continuous experiments through GrowthBook and Klaviyo on every meaningful customer touchpoint
• Pull, model, and read data without waiting for a dashboard
• Brief the Insights Agent, the Content Agent, and the Testing Agent - and integrate their output into your roadmap
• Decide what we stop doing - saying no to legacy campaigns is part of the job
• Tell the rest of the company a clear story about retention, every single week

We expect you to ship continuously, not occasionally, based on real business impact - not on theory, frameworks, or how it is done elsewhere.

We are looking for a rare profile. You:

• Are an AI-native systems thinker - you instinctively design retention as a connected machine, not as a calendar of sends
• Are deeply data-fluent - comfortable in SQL, GA4, GrowthBook, and any relevant tool; you do not wait for an analyst to tell you what is true
• Have a strong business instinct - you understand margin, LTV, payback, and the unit economics of a print order
• Are a creative thinker - you can design a programme, a reward, a journey, a piece of copy, or an experiment, and make it on-brand
• Are hands-on with AI - you have shipped real production work using LLMs, agentic workflows, and modern automation
• Take full ownership of outcomes, not just tasks
• Have extreme urgency and speed in everything you do
• Combine commercial awareness with technical curiosity
• Are an exceptional performer who thrives on impact and winning

What makes you stand out:

• You have designed and shipped a retention or loyalty programme that meaningfully changed repeat behaviour - and you can show the numbers
• You have deployed AI agents into a real lifecycle workflow (not a demo, not a slide), and you can explain what worked, what broke, and why
• You think in systems and feedback loops, not in funnels and channels
• You can read SQL, brief an LLM, and write on-brand copy in the same morning without it feeling like a stretch
• You consistently look for ways to eliminate manual work and you challenge your own way of working
• You have a clear demonstration of determination and performance in other parts of life - sports, entrepreneurship, a side project, anything that proves you ship

Important to understand:

This role is designed for people who:

• Prefer building over discussing
• Are comfortable with ambiguity and fast change
• Hold strategy, data, copy, and systems in one head
• Treat retention as the most important growth lever, not the second-most
• Are up for a challenge

This role is not suited for candidates who:

• Prefer structure, stability, convenience, or clearly defined boundaries
• Need detailed instructions before taking action
• See lifecycle marketing as “writing emails”
• Want to manage a team - this is a builder role, not a manager role
• Prefer hybrid or remote working - this role is on-site in Rotterdam

Why HelloPrint

• A fast-growing international scale-up with strong ambitions and a frontrunner in AI adoption
• The chance to architect a retention engine from the ground up - not maintain someone else’s
• High ownership and responsibility from day one
• Direct impact on how a €100M+ company operates and scales
• You run with an AI agent fleet - Lifecycle, Content, Testing, Insights - not a team of inboxes
• A performance-driven environment with a strong focus on growth
• Attractive bonus scheme and long-term stock option incentives