Director of Retention

About the role

Allies of Skin is seeking a Director of Retention to oversee strategies and lead the team in managing customer retention efforts. This role involves strategic oversight of email, SMS, subscription, loyalty, and customer service platforms, balancing revenue targets with a premium brand voice.

Responsibilities

• Email & SMS: Strategic oversight of the full lifecycle and campaign calendar, hands-on build and execution in platform, balancing revenue targets with a premium brand voice.
• Subscription: Ownership of subscription strategy, growth, and retention mechanics, working with product and CX to reduce friction.
• Loyalty: Strategic direction for the loyalty program, integrating with email/SMS and subscription touchpoints, using loyalty data for segmentation and personalization.
• Customer Service: Oversight of customer service strategy, ensuring service experience reinforces the luxury brand promise, and AI support for faster, accurate resolution.
• AI & Process Innovation: Identifying and implementing AI tools across retention workflows, evaluating customer service platform structure for AI support.

Qualifications

• 7+ years in retention, lifecycle, or CRM marketing, with experience in luxury or premium DTC (skincare, beauty, or adjacent categories preferred).
• Proven player/coach experience, direct experience with subscription and loyalty programs, practical AI experience, strong data fluency, premium brand tone understanding, international/multi-territory experience, retention tech stack experience, and self-management skills.