Director of Retention & Monetisation

About the role

Eucalyptus, the parent company of Hims & Hers, is looking for a Director of Retention & Monetisation based in London. Most of the UK investment so far has been in winning patients; this role owns what happens next: whether patients stay, grow and generate profitable revenue. You will own Repeat Contribution Margin for the UK across weight-loss, hair, sexual health and TRT, report to the Managing Director, UK and sit alongside the two brand Directors of Growth.

Key responsibilities

• Own UK Repeat Contribution Margin: repeat revenue and the variable cost to serve, including retention-linked COGS
• Run the monetisation portfolio: expansion levers (cross-sell, service packages, premium tiers, Shop and physical add-ons, paid diagnostics) and margin-protection levers (commit-and-save plans, titration and maintenance plans, cancellation saves, reactivation, loyalty)
• Own churn and save economics: cancellation saves, reactivation and win-back, proving incrementality rather than bank credit
• Own the post-purchase journey from activation through to lifetime
• Lead a condition-level retention team of four (Head of Retention for weight-loss, plus S&O Leads for Hair/Sex and TRT)
• Direct central and shared functions such as CRM, Patient Support, Clinical Ops, Clinical Outcomes and Product without line authority
• Prioritise and win the product roadmap, turning retention friction into a prioritised requirement list with a business case

Required profile

• 10-12 years of experience across D2C brands running P&Ls and owning commercial targets
• Owned a repeat-revenue or contribution-margin number in a subscription or repeat-purchase consumer business
• Built a monetisation portfolio, pricing, packaging, upsell, cross-sell and loyalty
• Rigorous on cost and incrementality, able to make decisions with imperfect cost attribution
• Delivered through functions you do not manage, setting standards and holding people to impact
• Has led and built a small senior team
• Able to operate at pace in ambiguity and set the direction

Nice to have: experience in healthcare or another regulated, trust-based consumer category, and experience across more than one market.