Director of Retention - New York
20 hours ago
Job description
JOB DESCRIPTION:
Director of Retention
Our client is redefining human performance through science, data, and uncompromising ambition. We're looking for a Director of Retention to own and scale our retention strategy across the full customer lifecycle.
This role will have full ownership of our CRM ecosystem — including email, SMS, direct mail, and subscription initiatives — with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty.
This is a highly strategic and hands-on role for a retention leader who thrives in fast-moving, non-traditional environments and knows how to turn data, experimentation, and storytelling into measurable growth.
You'll be responsible not only for building world-class retention programs, but also for continuously testing, optimizing, and pushing boundaries to elevate how customers experience the brand over time.
JOB RESPONSIBILITIES
Own and drive customer LTV and all related performance metrics, including repurchase rate, AOV, units per transaction, margin, and retention cohorts.
Lead all retention channels end-to-end, including email, SMS, direct mail, and subscription lifecycle programs.Develop and maintain a robust, insight-driven retention calendar aligned with product launches, campaigns, and brand moments.
Track, analyze, and report on key customer and business KPIs, translating insights into clear, actionable improvements.
Optimize existing CRM automations while identifying and building new lifecycle flows to address gaps across the customer journey.
Partner closely with acquisition, creative, and brand teams to deliver cohesive, high-impact, cross-channel initiatives.
Collaborate with data and analytics teams to define requirements and implement a personalized CRM and customer analytics infrastructure.
Aggregate and analyze customer behavior, preferences, and purchase data across systems to improve segmentation, targeting, and personalization.
Design and execute a rigorous testing roadmap across messaging, timing, creative, and offers to continuously improve performance.
JOB REQUIREMENTS
5+ years of experience in retention or lifecycle-focused roles, including hands-on ownership of email programs.
Strong experience managing and scaling CRM platforms (experience with preferred, but not required).
Experience with SMS platforms such as Attentive or comparable tools is a plus.
Deep understanding of CRM systems, customer data platforms, and database analytics tools.
Strong knowledge of email best practices, including deliverability, segmentation, compliance, and CAN-SPAM regulations.
Prior experience in direct-to-consumer (DTC) and/or subscription-based businesses.
Highly adaptable, comfortable operating in ambiguity, and energized by building systems in fast-scaling environments.
Entrepreneurial mindset with a roll-up-your-sleeves approach and a strong bias toward action.
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