Senior Director of Retention We’re looking for an experienced and strategic Senior Director of Retention to lead efforts that keep our customers engaged, loyal, and coming back. In this role, you’ll own the customer lifecycle—from onboarding to win-back—driving growth through CRM, loyalty, and personalized retention strategies. The ideal candidate is data-driven, creative, and passionate about building long-term customer value. Key Responsibilities Customer Retention Strategy • Lead retention initiatives across email, SMS, push, loyalty, and onsite experiences • Own the customer lifecycle strategy, focusing on onboarding, engagement, reactivation, and win-back • Develop targeted campaigns to increase repeat purchases and customer lifetime value • Set and track key retention KPIs and continuously optimize performance CRM & Lifecycle Marketing • Manage and evolve our CRM programs using tools like Braze, Klaviyo, or similar • Build personalized journeys using segmentation, testing, and automation • Collaborate with creative, analytics, and product teams to deliver relevant customer experiences Insights & Reporting • Partner with analytics teams to understand customer behavior and retention drivers • Use data to inform strategy, test new ideas, and report on campaign effectiveness • Regularly present findings and recommendations to leadership Cross-Functional Collaboration • Work closely with growth, product, and CX teams to align on goals and improve the customer journey • Support loyalty program enhancements and ensure alignment with broader brand strategy • Collaborate with e-commerce and performance marketing to create seamless full-funnel experiences Team Leadership • Manage and grow a team of CRM and retention marketers • Foster a culture of experimentation, accountability, and customer focus What We’re Looking For • 10+ years of marketing experience, with 5+ years focused on CRM, retention, or lifecycle marketing • Proven track record in driving retention and LTV growth for DTC or subscription businesses • Strong understanding of segmentation, journey building, and performance metrics • Hands-on experience with CRM platforms and marketing automation tools • Comfortable working cross-functionally and leading strategic initiatives • Data-savvy, customer-obsessed, and results-oriented