Director, Lifecycle Marketing (Retention/Email)

About You

Nutrafol is looking for a Director of Retention Marketing to join our Customer Team. The ideal candidate is data-driven, creative, and collaborative with a proven track record of delivering bar raising customer experiences across a variety of channels and mediums. 

In this role, you will report to the VP of Customers and Retention and play an integral role in the strategy and execution of experiences and communications that support Nutrafol customers in reaching their goals. The Director of Customer Engagement will lead a team in day-to-day planning and execution as well as the development of data-driven marketing plans to drive customer engagement and retention.

Responsibilities

• Ensures synergy and alignment, in messaging and experience, across all customer touch points
• Partners with brand and creative to create engaging content and experiences for customers across email, sms, app, website, in-box, etc.
• Supports retention, loyalty and audience strategy with campaigns and on-message marketing 
• Understands the full customer experience and works to refine those experiences through testing and new channels in support of customer team KPIs 
• Ensures all customer facing content and activities is rooted in customer needs; acts as the customer advocate across a variety of projects 
• With support from team, executes in CRM and performs tests with audience orchestration 
• Works with vendors to deliver engaging experiences for customers in direct mail, paid media, web, app, email, SMS and a variety of other channels
• Through team, manages content on a variety of owned channels, including app and web
• Leads a centralized email & SMS marketing team, supporting retention, growth, brand and professional channels 

Requirements

• 7-10 years experience managing customer experience or marketing operations in a DTC, eComm or Retail company 
• 4+ years people leadership experience
• Experience with retention marketing, CRM and loyalty programs in a startup environment is preferred
• Analytical mindset and creative thinker, comfortable looking at performance against core KPIs and assisting with optimizations accordingly
• Highly organized with experience in successfully managing day-to-day operations
• Comfortable working collaboratively with brand, creative, and external agency partners
• Strong communication skills, both oral and written
• Ability to pivot and adjust to changes to support business goals
• Proven track record of achieving KPIs
• Eager to learn and #KeepGrowing 
• Experience in health, wellness, supplement, or hair care verticals is a plus