Customer Retention Director

As the Retention Growth Director, you will be responsible for driving more revenue and profit from existing customers.

You will create the strategy… drive the tactics… and own the KPIs associated with repeat customer purchases.

This includes broadcast promotions, over email and SMS, as well as our subscription programs.

Your success will be measured by your ability to enhance customer lifetime value (CLTV), drive repeat purchases, and optimize the performance of our subscription offerings.

You’ll play a crucial role in our long-term growth strategy, working with product, customer experience, and analytics teams to ensure that our customers get an amazing experience, which keeps them coming back for more.

Your Responsibilities:

• Develop and Execute Retention Strategy:

  • Own the overall retention growth strategy, and identify opportunities to maximize customer lifetime value (CLTV) through promotions, repeat purchases and subscriptions.

  • Create and execute a comprehensive plan that includes email, SMS, and other communication channels to drive engagement, conversion, and retention.

  
  
• Oversee Email and SMS Marketing Campaigns:

  • Lead and manage a talented team of retention marketers, responsible for crafting compelling, personalized content across email and SMS channels.

  • Ensure the timely delivery of targeted, segmented campaigns, including promotional, educational, and lifecycle-based messaging.

  
  
• Optimize Subscription Program:

  • Own the revenue and profit growth tied to our subscription program. Develop strategies to attract new subscribers, reduce churn, and optimize pricing and product offerings.

  • Collaborate with product and customer experience teams to ensure a seamless and compelling subscription experience for customers.

  
  
• Analyze and Improve KPIs:

  • Develop and track key retention metrics, including CLTV, churn rate, repeat purchase rate, and subscription retention.

  • Use data-driven insights to iterate on campaigns, optimize customer experiences, and refine your retention strategies for maximum impact.

  • Regularly report on performance and provide actionable recommendations to senior leadership.

  
  
• Cross-Functional Collaboration:

  • Work closely with the product, UX/UI, customer service, and analytics teams to ensure a cohesive and personalized customer journey.

  • Leverage customer feedback and insights to continuously refine the customer experience and foster long-term loyalty.

  
  
• Team Leadership & Development:

  • Lead, mentor, and inspire a high-performing team of email and SMS marketers, providing guidance, feedback, and support to ensure the execution of successful retention strategies.

  • Set clear goals and priorities for the team, ensuring alignment with broader business objectives and driving accountability for results.

Our Dream Candidate:

• Experience:

  • 7 years of experience in e-commerce retention marketing or customer lifecycle management, with a proven track record of driving revenue and profit growth through repeat sales, email, SMS, and subscription programs.

  
  

  • Experience leading and managing a team, ideally in a high-growth or direct-to-consumer (DTC) environment.

  
  

  • Strong knowledge of retention strategies, customer segmentation, and best practices in email and SMS marketing.

  
  

  • Ideal: experience in a direct response environment strong copywriting background

  
  
• Skills & Expertise:

  • Marketing First Principles: You understand what motivates purchase behavior.

  
  

  • Strong Copy Skills, ideally in a “direct response” style, with the ability to provide editorial guidance
    
    
    

  • Data-Driven: you pore over reports, analytics and dashboards to guide your marketing decisions
    
    
    

  • Obsessed With Testing: When you roll out marketing, the only outcome you’re attached to is the one that wins.

  
  

  • Proficiency with email marketing platforms, SMS marketing tools, and analytics platforms.

  
  

  • Experience in subscription-based e-commerce business models is a huge plus.

  
  

  • Excellent project management and organizational skills, with the ability to prioritize effectively and meet deadlines.

  
  
• Leadership & Communication:

  • Exceptional leadership and interpersonal skills, with a proven ability to inspire and lead a team toward achieving ambitious goals.

  
  

  • Strong written and verbal communication skills, with the ability to articulate strategy, performance, and recommendations to senior leadership.

  
  

  • Ability to collaborate cross-functionally in a fast-paced, dynamic environment.

Salary, Benefits, and Perks:

$180,000 - $300,000, combined base and performance bonus.

Full Health and Dental Benefits For You And Your Family

Work from wherever, as long as you perform and are on time for our online meetings and conference calls

Unlimited Vacation (Use It, Don’t Abuse It!) Major Holidays Off