Sr. Director, Retention

We’re Looking For A: Sr. Director, Retention who will be responsible for optimizing customer experience, maximizing lifetime value, and reducing customer churn. Will grow backend profit by driving incremental sales from existing customer and unify our customer retention strategy across our existing methods (email, continuity/subscription programs, in-shipment, SMS, myAccount, inbound/outbound phone) as well as identify and implement new channels to enhance customer loyalty.

Location: Woodland Hills, CA or Remote

What You’ll Be Doing:

• Develop strategies and tactics to improve every customer touchpoint to drive lifetime value and profit.
• Partner with data and analytics to identify leading drivers for retention to build and implement appropriate programs.
• Create, execute, and continually optimize a data-informed testing plan.
• Forecast, measure, and report on results of retention efforts against identified metrics and opportunities for scale.
• Collaborate with brand leads to maintain brand voice and messaging.
• Drive strategy and execution of customer retention efforts as the company continues to scale growth, expand channel mix, and drive lifetime value by building habits & loyalty for unique customer segments.
• Partner with cross-functional leaders to grow the company subscription membership program, drive LTV, and reduce churns/skips.
• Be responsible for leading all CRM retention marketing efforts and increasing engagement and loyalty with new and existing customers.
• Collaborate with the creative team to develop a deep understanding of what resonates with customers and optimize content/messaging accordingly.
• Deeply understand the customer, their needs, wants, demands, and desires.
• Identify and build the best end-to-end customer lifecycle journey for our customers.
• Manage a team of 3-5 direct reports.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Analytical, quantitative and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environments and desire to test and learn.
• Creative thinking; excellent organization skills and high attention to detail; and the ability to build strong relationships and exercise excellent follow-up.
• Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate and teach by example.
• Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision making skills.
• Great understanding of trends assessment and customer insights.
• Excellent verbal and written communication skills with the ability to collaborate with team members and stakeholders at all levels.
• Ability to translate complex ideas and express them in concise, simple ways to understand.
• Ability to drive results at all levels, regardless of reporting structures.
• Ability to work in multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities.
• Demonstrated success in back-end marketing, with the ability to be self-directed, and intrinsically motivated.
• Thoughtful and self-reflective, willingness to learn. Team-player, hard-working, and resourceful.
• 8-10 years in online marketing experience, with a strong emphasis on customer growth & retention.
• Demonstrated experience with A/B testing, testing into & launching retention efforts at scale. 
• Demonstrated experience in 'direct response' and branded campaigns and have driven meaningful results.
• Strong understanding of customer, marketing analytics and measurement.
• 3+ years experience of leading or managing teams 
• Proficient with GSuite (Google Docs, Sheets), MS Office
• Prior experience in an e-commerce digital first brand in a fast growth environment and at scale
• Bachelor’s Degree in Marketing, Business Management or related field
• MBA, preferred