Director of Retention
Remote, ideally eastern hours
Comp: $140-$160k
7+ years of experience in ecommerce, retention marketing, lifecycle marketing working with CPG or beverage brands
We’re seeking a strategic, analytical, and highly organized Director of Retention to lead customer lifecycle marketing and retention strategy across a growing ecommerce business. This role is responsible for maximizing customer lifetime value through email and SMS marketing, subscriptions, promotional planning, website optimization, and customer experience.
You’ll lead a high-performing team and partner cross-functionally with Growth, Creative, Product, Operations, and Development to create a seamless customer journey from first purchase through long-term loyalty. This is an ideal opportunity for a proactive leader who combines strong business judgment, customer empathy, and data-driven decision-making to improve performance across the full retention ecosystem.
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
Nice to Have
- 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
