Director of Retention
1 нед. назад
Страна неизвестнаDirectorRemote
crmemail marketingsms marketingdata analysiscustomer segmentationcustomer loyalty
Lead and manage customer retention strategies to optimize subscription performance and maximize customer lifetime value.
Обязанности
- Own the retention calendar end-to-end — offers, incentives, LTOs, launches, cross-sell, and reactivation — partnering with Brand and Growth on GTM strategy.
- Own subscription performance and economics: take rate, churn, reactivation, subscriber LTV/LTR, and contribution margin.
- Build and scale a world-class subscription and loyalty experience, from onboarding through offboarding, in partnership with Product and Operations.
- Lead lifecycle and CRM end-to-end (Email, SMS, Push) — strategy, segmentation, automated journeys, and continuous testing across messaging, offers, and timing.
- Build a customer intelligence engine: leverage behavioral data, cohorts, NPS, reviews, and zero-party data to uncover the highest-impact opportunities across the customer journey.
- Build and develop a lean, high-performing retention team, with clear ownership, KPIs, and operating cadences.
- Returning customer revenue, LTV, and contribution margin materially exceed targets, making Retention a real driver of company growth.
- A subscription program that consistently improves adoption, cross-sell, and longevity — not just maintains the status quo.
- A loyalty program with measurable, demonstrable impact on repeat purchase and customer value.
- Customer and cohort insights that don't just live in a report — they translate into concrete actions across Retention, Product, Brand, and Acquisition
Требования
- You think like a business owner — you prioritize based on incremental revenue and LTV impact, not just channel-level metrics.
- You combine consumer psychology with hard behavioral data to find opportunities others miss.
- You're proactive — you bring solutions to the table before they become fire drills.
- You're comfortable being hands-on while simultaneously building the team and systems needed to scale.
- You build strong cross-functional relationships — Brand, Growth, Product, CX, Data all trust you and work well with you.
Будет плюсом
- Background in health, wellness, supplements, beauty, or premium lifestyle DTC.
- Track record designing and executing loyalty programs at scale.
Условия
- We believe in competing at a high level — and that includes how we approach pay. This is a remote-first role, open to candidates in the US or LATAM.
- The expected base salary range for this position is $130,000–$150,000 USD . Your offer will reflect your experience, skill set, and where you live — we calibrate pay to ensure fairness and alignment with local markets.
- Beyond base pay, team members may be eligible for performance bonuses, growth incentives, and benefits built to support their health, wellness, and professional goals.
Как откликнуться
- Apply: Submit your resume + a brief note explaining why you’d crush it in this role.
- Screen: TA team reviews for skills and cultural alignment.
- Cultural + Behavioral: In this step, you will take a personality assessment to see how you will perform in the role, then review it on a call with a cultural specialist here.
- Interview: Conversations with the hiring manager and team.
- Final Round: Case study or work simulation (role-specific).
- Decision & Offer: We move fast — typically within 2–4 weeks.
Другое
- Alpha Lion is looking for a Director of Retention to own our retention engine end-to-end. You'll be the person who deeply understands our customers — their goals, behaviors, and why they stay (or leave) — and turns that understanding into a real competitive advantage. This is a hands-on role: you're not just setting strategy, you're in the data, in the platforms, and in the details of the post-purchase journey, identifying and executing the highest-impact ways to grow Customer Lifetime Value. Your work directly fuels how aggressively and profitably Alpha Lion can acquire new customers.
- 7-10+ years in Retention, Lifecycle/CRM, or Subscription growth within DTC e-commerce, including several years in a senior or leadership capacity.
- Proven track record managing a subscription book of 25,000+ active subscribers, or a clear, defensible reason your trajectory doesn't fit that exact benchmark (e.g., took a brand from 0 to meaningful scale, or ran retention for a high-LTV/lower-volume premium brand).
- Demonstrable retention impact — a specific, defensible track record of moving NRR, gross churn, or LTV by meaningful points, and generating $25M+ in retention-driven revenue.
- Deep, hands-on expertise across the modern retention stack: Klaviyo (email), Attentive or equivalent (SMS), Recharge/Skio/Stay or equivalent (subscription), Shopify, and the data infrastructure that connects them.
- Alpha Lion is a fast-growing, performance-driven brand focused on helping people unleash their Superhuman potential. We are building scalable systems, raising the bar on execution, and creating long-term competitive advantage in our category.
- This role offers the opportunity to work on high-impact initiatives, learn rapidly, and grow alongside a company that values ownership, curiosity, and results. If you’re excited by optimization, experimentation, and building systems that scale, Alpha Lion is a place where your work will matter.