Associate Director, Retention

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Lead a team of lifecycle marketing professionals to enhance subscriber growth and revenue.

• Develop a retention program from the ground up for a rapidly growing consumer technology company.

• Collaborate across departments to analyze customer behavior, activation, loyalty, and long-term customer value.

• Take ownership of the client's top-line retention revenue metric.

• Create, defend, and update the retention revenue forecast.

• Act as the primary point of contact for the client, meeting weekly to assess performance and refine initiatives.

• Establish segmentation and lifecycle strategies.

• Prioritize roadmaps for flows, campaigns, and testing.

• Manage subscription activation and retention, including trial, onboarding, conversion, loyalty, repeat purchases, and win-back strategies.

• Conduct weekly one-on-one meetings, manage workload and capacity, and mentor direct reports.

• Develop the strategic campaign calendar and ensure high-volume delivery.

• Review client briefs and creative materials for approval.

• Set the client KPI framework and transform results into actionable insights and recommendations.

• Coordinate with Performance Marketing and Strategy teams.

⛳️ Requirements

• Over 7 years of experience in digital, growth, or lifecycle marketing, particularly with subscription or SaaS products.

• Proven experience in owning revenue or subscriber targets and developing forecasts for list growth, activation, conversion, and churn.

• Background in scaling lifecycle programs amid rapid list growth and high sending volumes.

• Experience in creating lead capture, welcome series, first-conversion, and subscription activation funnels.

• Strong understanding of subscription economics, including trial-to-paid, activation, free-to-paid, upgrades, downgrades, involuntary churn, and win-back strategies.

• Experience in developing loyalty, referral, or rewards programs that significantly enhance repeat purchases and lifetime value (LTV).

• Familiarity with enterprise-grade ESPs such as Braze, Salesforce Marketing Cloud, Iterable, or Customer.io.

• Proficient in utilizing complex segmentation, event-driven journeys, in-app and push messaging, and integrating product data.

• Data-driven decision-making skills with the ability to build reports and translate analyses into lifecycle strategies.

• Capability to manage multiple workstreams in a fast-paced environment.

• Previous direct-report experience or outstanding cross-functional leadership abilities.

• Exceptional verbal, written communication, and presentation skills.

• Ability to convey complex and technical concepts to diverse audiences.

• Up-to-date knowledge of consumer technology, subscription models, and lifecycle marketing.

• Proficient in clear, fluent English communication for U.S.-based clients and senior stakeholders.

• Availability to work from 9 am to 5 pm EST.

🏝️ Benefits

• Unlimited PTO and recognized U.S. holidays.

• Remote-first work culture.

• Hybrid work model with weekly in-office time for employees located in or around New York or Lisbon headquarters.

• Company-sponsored medical, dental, and vision insurance coverage.

• 401(k) plan with company matching.

• Opportunities for profit-sharing.

• Flexible parental leave policies.

• Opportunities for professional growth and interdisciplinary exposure.