Director of Lifecycle and Retention

Director of Lifecycle and Retention – OneSkin 

Remote · Full Time

About Oneskin 

#BeLimitless with OneSkin

Come redefine the future of aging with us. We're a longevity company. Everything we do, we do to help people age at the best version of themselves.

Our founding team is made up of four PhDs and entrepreneurial minds on a mission to transform the way we think about skin and aging. As the pioneers of skin health and longevity, we create science-based, clinically effective products to optimize skin and body health and provide support for people at every step of their “growing limitless” journey. Our longevity approach targets the root causes of aging using a proprietary peptide designed to decrease the accumulation of aged (senescent cells) in the skin -- and is the first product proven to reduce skin biological age in humans.

We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of skin science. As we help our customers grow limitless, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for science, optimal health and innovation.

We are limitless. It's our mantra. Our commitment to helping anybody and everybody committed to live life the fullest regardless of their age

The Role

We are looking for a Director of Lifecycle and Retention to lead the strategy and execution of initiatives that increase subscription cohort rates, decrease churn, convert one-time purchasers (OTPs) to subscribers, and boost repeat purchases from OTPs. This role will also oversee the management and scaling of OneSkin’s loyalty program while driving proactive user engagement, feedback collection, and data-driven decision-making. The role reports to the VP of Growth and oversees one direct report who leads email marketing.

Key Responsibilities:

• Subscription Growth: Optimize and scale Oneskin’s subscription program across all points of the customer journey
• Loyalty Program Management: Optimize and scale Oneskin’s loyalty program, creating seamless and engaging customer experiences that drive increased lifetime value and advocacy; develop the annual and seasonal loyalty marketing plan.
• Proactive Customer Engagement & Churn Prevention: Identify opportunities to drive engagement and reduce at-risk customer rates through metrics and proactively reach out using personalized emails, in-app messaging, or targeted calls to address concerns and pre-empt churn.
• Customer Research & Product Feedback: Design and implement research, solicit customer feedback through surveys, in-app tools, and customer interviews, primarily during the first 3-months of their customer journeys. Analyze this feedback to identify if they are using the product correctly, level up expectations for results and create persona segmentation, developing and executing advanced personalization initiatives to deliver compelling, tailored content and customer experiences
• Subscription Management & Upselling: Optimize subscription management (e.g., frequency changes, merge subscriptions, etc) and identify upsell opportunities by aligning user behavior and needs with additional product value.
• Data Analysis & Reporting: Leverage customer data and analytics tools to understand behavior, measure retention strategy effectiveness, and identify trends to continuously improve customer engagement efforts.
• Lifecycle Marketing Leadership: Develop and execute a lifecycle and retention strategy across marketing channels that drives growth in subscription cohorts, reduces churn, and maximizes OTP conversions to subscriptions.
• Team Leadership: Recruit, coach, and lead a high-performing lifecycle marketing team, fostering a culture of innovation and professional growth.
• Cross-Functional Collaboration: Partner with the acquisition team to understand the quality of new customers, and with the ecommerce, product, engineering, and data teams to implement retention strategies that enhance customer lifetime value and experience.

Six-Month Expectations:

• Build and iterate on OneSkin’s cross-channel lifecycle and retention roadmap, focusing on boosting subscription revenue, customer retention rates, and loyalty program growth.
• Take ownership of retention metrics and proactively address opportunities to improve subscription cohort performance and reduce churn.
• Design and implement research, solicit customer feedback through surveys, in-app tools, and customer interviews, primarily during the first 3-months of their customer journeys.

Twelve Month Expectations:

• Scale OneSkin’s subscription and loyalty programs, driving significant growth in customer lifetime value and retention.
• Develop and execute advanced personalization initiatives to deliver compelling, tailored content and customer experiences.
• Partner with the data team to enhance customer insights, improving segmentation and automation across the lifecycle.
• Lead or advise on cross-functional projects such as product launches, customer experience enhancements, and channel optimization.

Qualifications:

• 8 years of experience in retention, CRM, lifecycle, and/or customer marketing, preferably in subscription-based or ecommerce businesses at $40M scale.
• 3 years of experience leading high-performing teams with a proven ability to develop and promote talent.
• Demonstrated ability to balance strategic vision with hands-on execution to deliver results.
• Strong analytical skills, with proficiency in tools such as Looker and Google Analytics, and a track record of using data to drive decisions.
• Experience optimizing and scaling subscription and loyalty programs, with a deep understanding of churn reduction and customer retention strategies.
• Familiarity with advanced personalization techniques and clienteling is a plus.
• Excellent communication and interpersonal skills.
• Passion for OneSkin’s mission and commitment to innovation in skin longevity.

Why join us?

OneSkin is the pioneering company in the longevity skin and health industry with high performance products derived from years of aging and skin biology research. OneSkin is positioned to be a leading company when it comes to products designed to target skin aging, and has a unique opportunity in fast-growing markets of beauty, wellness and longevity. Our mission is to build a future where aging does not equal limitations or suffering, but simply more years to celebrate life with our loved ones. We are set to redefine how we experience aging in the near future. 

Perks & Benefits

• Fully remote work experience, including a one-time allowance for home office setup
• Comprehensive medical, dental, and vision package
• 401K with 100% match up to 5% of your salary
• Flexible PTO
• Monthly wellness package (Gympass) including free meditation app membership (Headspace, Calm)
• Free OneSkin subscription