At Shinesty, our mission is to force the world to take itself less seriously. We make people laugh first and sell second. We are looking for a Director of Retention Marketing to own the growth of increasingly consistent and profitable customer cohorts. You will be responsible for our high-performing product, experience, and retention marketing engines, crafting and executing strategies to retain more customers by increasing their lifetime value.

What You'll Do

Build and execute clear retention, subscription, and lifecycle strategy frameworks across the customer journey.
Identify the biggest retention and subscriber value levers for different cohorts, customer archetypes, and product entry points.
Align cross-functional teams on priorities and tradeoffs across merchandising, product, acquisition, creative, and CX.
Lead customer-facing retention channels by optimizing existing efforts and implementing new strategies to grow engagement and lifetime value.
Create and maintain segmentation frameworks and automations that scale and deliver incremental value.
Build, maintain, and execute on a retention marketing calendar.
Manage and optimize deliverability, creative best practices, frequency, and personalization for owned CRM channels.
Own subscription onboarding, engagement, digital products, dunning/payment recovery, and subscriber up/cross-sells.
Understand drivers of subscription churn and build strategies over time to decrease it.
Partner with merchandising and product to ensure subscription benefits and value propositions are irresistible.
Collaborate with other function owners that impact customer LTV and retention potential.
Understand and cater to our various customer archetypes through an in-depth understanding of channels and product journeys.
Regularly champion and develop new channels and tactics.
Directly manage leaders of the CRM and Customer Service functions, and their teams.
Nurture customer relationships by setting a vision and empowering the customer service team to provide standout support.

What We're Looking For

5-10 years of direct experience in lifecycle, CRM channel management, and/or retention marketing.
Direct experience growing a digitally native brand and customer base.
Experience managing a recurring subscription program, including deep experience with dunning, payment recovery, and product journey strategies.
Deep analytical skills, including direct experience with dashboarding, hands-on report building through a BI tool, and ad-hoc analyses.

Nice to Have

A robust understanding and appreciation of creative factors that impact business results. On-brand creative for Shinesty seeks to entertain, engage, convert, and keep customers coming back for more.

Team & Environment

You will directly manage leaders of the CRM and Customer Service functions, and the teams that report up to them. We are a team that is equal parts hard working, data driven, serious about smart growth strategies and tactics, and dedicated to forcing the world to take itself less seriously.