Job Specifications
Job Title: Director, CRM & Retention
A luxury contemporary brand is looking to hire a Director of CRM and Retention. The Director of CRM and Retention owns CRM strategy, email and SMS execution, segmentation, lifecycle journeys, testing, personalization, and customer retention KPIs.
CRM and Lifecycle Strategy
Own the entire lifecycle roadmap across onboarding, conversion, post-purchase, replenishment, loyalty, and winback.
Develop sequencing, messaging strategy, and predictive lifecycle planning in partnership with Analytics and Merchandising.
Email and SMS Execution
Build, deploy, QA, and analyze all CRM campaigns and flows end to end using Klaviyo and Attentive.
Develop modular templates and optimize messaging based on performance and engagement insights.
Triggered Flow Ownership
Build and maintain a robust suite of behavioral flows including onboarding, browse abandon, PDP abandon, replenishment, VIP, price drop, and winback programs.
Segmentation and Personalization
Develop advanced segments using behavioral data, predicted value, LTV tiers, product affinity, and acquisition source.
Integrate dynamic content and personalized onsite modules in partnership with CRO and Site Operations.
Retention Analytics
Own KPIs including repeat rate, LTV, activation, churn, cohort performance, and purchase frequency.
Build dashboards with Analytics and deliver weekly readouts and recommendations to leadership.
Fit and Returns Messaging Integration
Integrate fit predictor insights and return reason data into retention journeys, educational flows, and post-purchase messaging.
Cross-Functional Alignment
Partner with Merchandising, Creative, CRO and UX, Paid Media, and Site Operations to ensure unified lifecycle messaging and experiences.
Platform Ownership
Own Klaviyo, Attentive, and future retention tools including loyalty, reviews, and referral platforms, ensuring clean integrations and data hygiene.
Qualifications And Skills
Seven to ten plus years of experience in CRM, lifecycle, or retention marketing for a DTC or omnichannel brand.
Proven track record driving LTV, retention, and lifecycle revenue through email and SMS.
Hands-on expertise with Klaviyo and Attentive, including complex flows, advanced segmentation, and reporting.
Strong analytical and strategic skills with comfort in cohort analysis, LTV modeling, and experimentation.
Experience leading cross-functional initiatives with merchandising, creative, paid media, analytics, and product or UX teams.
Excellent communication, presentation, and leadership skills, with a builder mindset and willingness to be hands-on.
Salary $140,000-$160,000