Director, Retention

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

📋 Description

• Poppy & Peonies is in search of a strategic and customer-focused Director of Retention to oversee and enhance the entire customer lifecycle through email, SMS, loyalty, and retention marketing.

• This leadership position has a significant impact, as you will help shape the way we cultivate long-term relationships with our community, boost customer lifetime value, and create meaningful brand interactions that encourage repeat business.

• You will direct retention strategies across CRM channels while collaborating closely with the creative, ecommerce, and customer experience teams to provide seamless customer journeys that resonate with the Poppy & Peonies brand.

• Take ownership and further develop the retention marketing strategy encompassing email, SMS, loyalty, referral, and post-purchase communications.

• Construct and refine customer lifecycle journeys from initial acquisition through to repeat purchases, win-back efforts, and VIP retention.

• Formulate segmentation strategies based on customer behaviors, purchasing patterns, engagement levels, and lifecycle phases.

• Lead the planning of campaigns and manage the CRM calendar to coincide with product launches, seasonal events, and customer engagement initiatives.

• Collaborate with creative teams to guarantee that all customer communications are elevated, purposeful, and in line with the brand's voice.

• Implement strategies that enhance the repeat purchase rate, customer lifetime value, and overall long-term customer engagement.

⛳️ Requirements

• Demonstrated experience in leading retention, CRM, or lifecycle marketing within a direct-to-consumer, retail, fashion, or lifestyle brand.

• Extensive knowledge of email and SMS marketing strategies, automation, segmentation, and lifecycle management.

• Practical experience with platforms such as Klaviyo, Attentive, Postscript, or other similar CRM tools.

• Strong grasp of customer psychology and best practices in retention marketing.

• Proven track record of enhancing retention rates, repeat purchase rates, and customer lifetime value.

• Analytical thinker with the ability to convert customer data into actionable strategies.

• Experience in managing agencies, freelancers, or external partners.

• Highly organized and adept at balancing strategy with execution in a fast-paced environment.

• A proactive builder with enthusiasm for ownership, experimentation, and measured growth.

• Effective communicator who collaborates well with creative, ecommerce, customer experience, and leadership teams.

• Genuine passion for fashion, lifestyle, and community-centric brands.

🏝️ Benefits

• Annual salary ranging from $150,000 to $185,000.

• Performance bonus.

• Three weeks of paid vacation per year.

• Comprehensive health benefits coverage.

• $250 annual period and menstrual budget.

• $1,000 annual allowance for Poppy & Peonies products.

• $400 allowance for home office setup.