As Director of Retention Marketing, you’ll shape and execute strategies that deepen customer relationships and increase long-term value. You'll lead the development of retention frameworks, subscription experiences, and lifecycle marketing initiatives that resonate with diverse customer segments.
Key Responsibilities
- Design and manage scalable retention and subscription strategies across the full customer journey
- Identify high-impact opportunities in onboarding, engagement, packaging, and touchpoint design to improve customer longevity
- Lead CRM channels including email, SMS, direct mail, and loyalty programs—optimizing frequency, personalization, and deliverability
- Develop segmentation models and automated workflows that enhance relevance and performance
- Own the subscription experience from sign-up through payment recovery, reducing churn with targeted interventions
- Collaborate with product, merchandising, and creative teams to strengthen subscription value and customer engagement
- Build and maintain a dynamic retention marketing calendar aligned with business goals
- Direct leaders overseeing CRM and customer service, empowering teams to deliver exceptional support
- Champion new tactics and emerging channels to keep retention efforts fresh and effective
What You Bring
- 5–10 years in retention, CRM, or lifecycle marketing, preferably with digitally native brands
- Proven success managing subscription programs, including dunning, payment recovery, and member retention
- Strong analytical ability—comfortable building reports, interpreting dashboards, and driving insights without heavy analyst support
- Understanding of how creative storytelling impacts conversion and retention, especially in a brand that values humor and authenticity
- Experience aligning cross-functional teams around shared retention goals
- A passion for understanding customer behavior across different product journeys and entry points
Culture and Values
The team values data-informed decisions, relentless improvement, and a lighthearted approach to brand building. Work is serious, but never self-serious—success comes from making people laugh while driving measurable growth. You’ll thrive here if you’re driven, curious, and believe smart strategies can also be fun.
