Director of Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the retention calendar, encompassing offers, incentives, limited-time offers (LTOs), product launches, cross-selling, and reactivation initiatives.

• Collaborate with the Brand and Growth teams to develop a comprehensive go-to-market strategy.

• Manage subscription performance and economics, focusing on metrics such as take rate, churn, reactivation, subscriber lifetime value (LTV), lifetime revenue (LTR), and contribution margin.

• Create and enhance the subscription and loyalty experience, guiding customers from onboarding to offboarding in partnership with Product and Operations.

• Oversee lifecycle and customer relationship management (CRM) across Email, SMS, and Push channels, including strategy formulation, audience segmentation, automated customer journeys, and ongoing testing.

• Develop a customer intelligence engine leveraging behavioral data, customer cohorts, Net Promoter Score (NPS), customer reviews, and zero-party data.

• Build and nurture a lean, high-performing retention team that has clear ownership, key performance indicators (KPIs), and established operational rhythms.

• Drive revenue from returning customers, enhance customer lifetime value (LTV), improve contribution margin, boost subscription adoption, encourage cross-selling, foster longevity, increase repeat purchases, and elevate overall customer value.

• Convert customer and cohort insights into actionable strategies across Retention, Product, Brand, and Acquisition.

⛳️ Requirements

• 7 to 10+ years of experience in Retention, Lifecycle/CRM, or Subscription growth within direct-to-consumer (DTC) e-commerce, including several years in a senior or leadership role.

• Proven success in managing a subscription portfolio with over 25,000 active subscribers, or a compelling rationale for why the candidate's experience may differ from this benchmark.

• Demonstrated impact on retention, including significant improvements in Net Revenue Retention (NRR), gross churn, or LTV, generating over $25 million in revenue driven by retention efforts.

• Extensive hands-on experience with platforms such as Klaviyo, Attentive or similar, Recharge/Skio/Stay or equivalent, Shopify, and related data infrastructure.

• Preferred: Experience in health, wellness, supplements, beauty, or premium lifestyle DTC markets.

• Preferred: A track record of designing and implementing loyalty programs at scale.

🏝️ Benefits

• Performance bonuses.

• Growth incentives.

• Benefits that support health, wellness, and professional development goals.