Director of Retention

Job Summary

Owning the retention engine end-to-end, the full-time remote Director of Retention will manage customer insights, retention strategies, and subscription performance while driving Customer Lifetime Value through data-driven initiatives.

Key responsibilities

• Oversee the retention calendar, including offers, incentives, and customer reactivation strategies
• Manage subscription performance metrics such as churn, reactivation, and contribution margin
• Build and scale a comprehensive subscription and loyalty experience in collaboration with Product and Operations teams

Required qualifications

• 7-10+ years of experience in Retention, Lifecycle/CRM, or Subscription growth within DTC e-commerce
• Proven track record managing a subscription base of 25,000+ active subscribers
• Demonstrable impact on retention metrics such as NRR, gross churn, or LTV, generating significant retention-driven revenue
• Hands-on expertise with retention tools like Klaviyo, Attentive, Recharge, and Shopify
• Experience in designing and executing loyalty programs at scale is a plus