Director of Retention

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

📋 Description

• Lead the company's strategy for customer retention through email, SMS, customer lifecycle, and loyalty programs.

• Supervise and mentor the Email Marketing Manager while guiding the Customer Experience Manager and their team.

• Create strategies for segmentation, automation, personalization, and testing.

• Analyze campaign outcomes and customer behavior to enhance retention initiatives.

• Oversee and develop the subscription business, focusing on acquisition, onboarding, retention, and reducing churn.

• Formulate testing strategies for subscription offers, messaging, pricing, frequency, and incentives.

• Manage the annual promotional calendar for ecommerce channels.

• Organize product launches, seasonal campaigns, holiday promotions, and ongoing offers.

• Facilitate promotional execution across Growth, Creative, Operations, Inventory, and Customer Experience teams.

• Enhance website customer experience by prioritizing improvements that boost conversion rates, satisfaction, and lifetime value.

• Oversee the ecommerce development roadmap and manage development resources.

• Convert business requirements into development priorities, ensuring timely and accurate delivery.

• Direct Customer Experience operations and set customer service standards.

• Track CSAT, response times, resolution times, and customer feedback.

• Recognize recurring customer issues and collaborate with internal teams to address root causes.

• Create dashboards and reports to monitor retention performance.

• Manage retention KPIs, including repeat purchase rate, customer lifetime value, subscription growth, churn rate, average order value, and retention revenue.

• Design quarterly and annual retention strategies that align with company objectives.

• Develop scalable departmental processes while promoting accountability and continuous improvement.

• Optimize website popups, banners, overlays, and other onsite conversion tools.

• Create and enhance email and SMS acquisition programs.

• Test acquisition offers, messaging, creative formats, landing pages, and incentives.

⛳️ Requirements

• Over 7 years of experience in ecommerce, retention marketing, lifecycle marketing, or customer experience.

• More than 3 years of experience managing high-performing teams.

• Extensive knowledge of email marketing platforms, with Klaviyo being highly preferred.

• Strong familiarity with ecommerce platforms like Shopify.

• Proven experience in managing website development projects and collaborating with developers.

• Experience overseeing promotional calendars and merchandising strategies.

• Strong analytical capabilities, with experience in using GA4, Looker, Triple Whale, or comparable reporting tools.

• Familiarity with retention software such as Skio, Recharge, Rebuy, Gorgias, or similar technologies.

• Demonstrated success in enhancing customer lifetime value, repeat purchase rate, and subscription performance.

• Excellent communication, organizational, and project management abilities.

• Experience in subscription-based ecommerce businesses.

• Background in regulated or highly restricted advertising sectors.

• Knowledge of Recharge, Rebuy, Skio, Attentive, Gorgias, Shopify Plus, or other similar ecommerce technologies.

• Experience leading customer service teams.

• Familiarity with the wellness, CPG, food & beverage, supplements, or cannabis/hemp industries.

🏝️ Benefits

• Health insurance, with a company contribution towards the base plan for employees.

• 100% coverage for Dental and Vision Insurance for employees.

• Paid time off according to company policy.

• $75 monthly stipend for Cornbread Hemp products for employees.

• 50% discount on Cornbread Hemp website purchases.

• Opportunities for professional development and career progression.

• Flexible and remote working options.

• Significant strategic autonomy.

• A collaborative and supportive work environment.