Director of Retention

Responsibilities

• Own retention strategy across email, SMS, lifecycle marketing, loyalty, and subscriptions
• Lead and develop team members across retention marketing and customer experience
• Build segmentation, automation, personalization, and testing strategies to increase engagement and revenue
• Manage the promotional calendar across ecommerce channels
• Identify and prioritize website and customer experience improvements that increase conversion and lifetime value
• Monitor and report on key KPIs including repeat purchase rate, customer lifetime value, churn, AOV, and retention revenue
• Partner cross-functionally to improve the end-to-end customer experience

Qualifications

• 7+ years of experience in ecommerce, retention marketing, lifecycle marketing, or customer experience working with CPG or beverage brands
• 3+ years of experience managing high-performing teams
• Strong experience with email marketing platforms, ideally Klaviyo
• Strong knowledge of Shopify or similar ecommerce platforms
• Experience with analytics and reporting tools such as GA4, Looker, Triple Whale, or similar platforms
• Proven success improving customer lifetime value, repeat purchase rate, and subscription performance
• Excellent communication, organizational, and project management skills
• Experience in subscription-based ecommerce
• Familiarity with platforms such as Recharge, Rebuy, Skio, Attentive, Gorgias, or Shopify Plus
• Experience in regulated or fast-evolving consumer categories