Senior Director, Retention & Loyalty Marketing

We Go Beyond:

At Beyond, we believe that everyone should “Be You!”. Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality, traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more inclusive environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

The Senior Director of Retention & Loyalty Marketing is responsible for developing and executing strategies to maximize customer retention, engagement, and lifetime value. This role leads the Retention Marketing and Loyalty teams in designing personalized, data-driven campaigns that foster loyalty and drive repeat business. The Senior Director collaborates cross-functionally to align retention efforts with brand objectives and business goals, leveraging insights and technology to optimize customer experiences, drive revenue and maximize contribution margin.

Essential Duties And Responsibilities:

• Strategy Development: Design and implement comprehensive retention marketing strategies, including loyalty programs, lifecycle marketing, and personalized customer journeys. Oversee the production and activation of promotional messaging that is highly personalized and relevant. Re-launch SMS as a marketing channel to drive incremental revenue and within budget. Leverage Loyalty platform to grow the overall membership base and maximize customer lifetime value.
• Platform Management, Technology & Innovation: Oversee the Retention Marketing and Loyalty platforms, ensuring accurate data collection, segmentation, personalization and campaign execution to deliver targeted communications. Ensure best-in-class integrations with every platform (transactional data, customer data, profile data, behavioral data, engagement data, third-part data, etc.), and integrate each platform with every other platform to the extent possible. Stay ahead of industry trends, adopting new tools and technologies to improve retention marketing capabilities and customer engagement.
• Customer Insights & Analytics: Utilize data analytics to identify customer behavior trends, measure campaign performance, and optimize retention KPIs (e.g., churn rate, repeat purchase rate, CLV). Maximize identification rates across platforms, drive permission acquisition for all channels, formulate and execute testing plans that deliver incremental revenue per customer.
• Campaign Execution: Lead the creation and delivery of multi-channel retention campaigns (email, sms, push notifications, app, site), ensuring consistency with brand voice and objectives.
• Team Leadership: Manage and mentor a team of Retention Marketing and Loyalty professionals, fostering a culture of innovation, performance and accountability.
• Cross-Functional Collaboration: Partner very closely with: the Customer Data / CRM team to define audiences to treat in retention marketing channel; with the Paid Media team to ensure they are maximizing budgets by suppressing active retention marketing audiences and extend retention targeting techniques and personalization into paid media channels wherever possible; with the Creative Team to ensure we have appropriate content and messaging to maximize engagement, traffic, conversion and revenue; with the Analytics team ensure we have tests setup correctly and measurement captured post-campaign; with Product to ensure the tightest integrations with our platforms.
• Budget Management: Oversee the retention marketing budget, ensuring efficient allocation of resources to maximize ROI. Ensure that platform usage comes in on budget for all channels.
  
  

Skills And Experience:

• Bachelor Degree or higher in marketing or related field; or equivalent combination of education.
• 10 years of experience in Retention and Loyalty Marketing, with a proven track record of driving measurable outcomes in customer retention, loyalty engagement, and lifetime value growth at a consumer-facing business.
• Demonstrated success developing and executing multi-channel retention strategies including email, SMS, push, in-app, site personalization, and loyalty programs that drive incremental revenue and customer engagement.
• Experience relaunching or managing SMS and loyalty platforms, and leveraging them to scale acquisition, retention, and winback efforts in a measurable and budget-conscious way.
• Strong understanding of customer segmentation, lifecycle marketing, and personalized customer journeys, with experience using platforms and tools that support 1:1 marketing at scale.
• Proven ability to lead cross-functional collaboration, particularly with Analytics, Paid Media, Product, Creative, and Data/CRM teams, to align targeting, messaging, and campaign execution across all customer touchpoints.
• Familiarity with relational databases, customer data platforms (CDPs), and integrated marketing technology ecosystems. You should have, at minimum, a working knowledge of SQL, and understand how to translate data into actionable marketing strategies.
• Strong analytical and financial acumen, including experience measuring and optimizing against retention KPIs (e.g., churn, repeat rate, CLV), managing test plans, and operating within a defined marketing technology and campaign budget.
• Demonstrated ability to lead and grow high-performing teams, fostering a culture of innovation, ownership, and accountability.
• A strategic mindset with operational rigor—comfortable setting long-term direction while also ensuring excellence in campaign execution and platform management.
• Deep empathy for the customer and a passion for delivering seamless, relevant, and brand-consistent customer experiences across the full journey.
• Excellent communication skills, with the ability to convey complex information to both technical and non-technical stakeholders.
• Adaptable, entrepreneurial, and energized by evolving retail and digital marketing landscapes.
• Strong understanding of current retention marketing and loyalty trends, and a passion for identifying emerging tools and opportunities to evolve the program.
• Experience hiring and leading diverse teams
  
  

Physical Requirements

Must be able to sit and/or stand for long periods at a time.

Equal Employment Opportunity

It is company policy to provide equal employment opportunity for all applicants and associates.  This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law. 

Who We Are:

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer:

• 401k (6% match)
• Flexible Schedules
• Tuition Reimbursement, Leadership Development Program, & Mentorship Program
• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA , Women’s Network, Women In Tech)
• And More…
• Benefits vary based on position, tenure, location, and employee election
  
  

Physical Requirements:

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates.  This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

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