Director of Retention

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

📋 Description

• Take ownership of the complete activation rates, which involve ensuring that a patient successfully completes onboarding, transitions to a paid billing cycle, and receives their initial medication shipment on schedule.

• Develop, oversee, and continuously refine automated onboarding sequences across various channels, including email, SMS, and in-app communications.

• Analyze data rigorously to identify and remove friction points in the activation funnel through A/B testing.

• Collaborate with Product, Clinical Operations, and Fulfillment teams to address cross-functional challenges that affect timely medication delivery.

• Manage activation KPIs by establishing baselines, benchmarks, and providing weekly performance reports.

• Maintain an up-to-date dashboard that tracks activation cohorts, identifies drop-off points, measures time-to-activation, and analyzes conversion rates by acquisition channel.

• Conduct regular audits of the funnel to uncover where patients may be experiencing delays and analyze the revenue implications of each identified gap.

• Implement structured experiments (involving message content, timing, channel mix, and sequencing) to gradually enhance activation rates.

• Create patient segmentation frameworks to offer personalized activation experiences based on diagnosis category, plan type, or acquisition source.

• Regularly present activation insights and recommendations to senior leadership.

• Design and implement multi-channel retention initiatives (email, SMS, push notifications, direct mail) that are tailored to different patient lifecycle stages.

• Collaborate with Data Science to construct churn prediction models aimed at identifying patients at risk of cancellation.

• Formulate win-back strategies for inactive patients and assess and optimize reactivation rates.

• Utilize patient health milestones, refill schedules, and clinical indicators to initiate meaningful and timely retention communications.

• Work closely with Patient Success and Clinical teams to ensure that retention messaging aligns with the quality of care and patient outcomes.

• Have a comprehensive view of the retention P&L, understanding metrics such as LTV, CAC payback, and the financial effects of each retention initiative.

⛳️ Requirements

• 5-7 years of experience in lifecycle, CRM, or retention marketing, preferably within a D2C, subscription, or consumer healthcare organization.

• Strong understanding of lifecycle metrics, including activation rate, Day 7/30/90 retention, churn rate, LTV, and reactivation rate.

• Practical experience with an ESP/CRM platform such as Iterable, Braze, Klaviyo, or similar.

• Excellent analytical skills, with proficiency in SQL or BI tools (Looker, Mode, Amplitude, etc.) for data extraction.

• Proven success in conducting A/B and multivariate testing and applying the results to inform roadmap decisions.

• Exceptional ability to collaborate across functions with both technical and non-technical teams.

• Strong communication skills, capable of simplifying complex performance data into presentations suitable for executives.

🏝️ Benefits

• Comprehensive and cost-effective Medical, Dental, and Vision plan options.

• Flexible time-off policy.