Head of Retention

Role Overview: Director of Retention

Reports: VP of Marketing

Location: Remote

Offering: Offering Salary and Options

Director of Retention leading customer lifecycle, loyalty, and repeat purchase growth for a fast-growing DTC personal care brand. Own the end-to-end retention strategy across CRM, subscriptions, and lifecycle programs to maximize LTV, reduce churn, and deepen customer engagement. Built and scaled a data-driven lifecycle framework focused on long-term retention, repurchase behavior, and lifetime value. Lead highly personalized, segmented, multi-channel journeys to drive subscriber engagement and conversion. Leverage a robust toolset including email, SMS, and custom automations to power revenue through targeted CRM and lifecycle campaigns.

Responsibilities

• Own retention and lifecycle strategy across email, SMS, subscriptions, and loyalty
• Drive improvements in repeat purchase rate, churn, and customer lifetime value
• Build and optimize segmentation, journeys, and personalization strategies
• Partner with growth, ecommerce, and product teams to align acquisition and retention efforts
• Use cohort analysis and experimentation to identify and scale retention levers
• Lead roadmap, testing, and performance reporting for retention initiatives

Requirements

• 6+ years in retention, CRM, or lifecycle marketing roles
• Deep experience with email, SMS, subscriptions, and loyalty programs
• Strong analytical mindset with hands-on testing and optimization experience
• Proven success improving LTV and repeat purchase in DTC or ecommerce