Director of Retention

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📅  Posted 16 days ago 📍 United States
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Job Description

Freebird, a leader in men's grooming and personal care, is eagerly searching for a dynamic Director of Retention. We are on a mission to find an innovative leader in direct-to-consumer (DTC), subscription, and lifecycle marketing. In this pivotal role, you will be a key player in driving our customer lifetime value (LTV), focusing on cutting-edge strategies in lifecycle marketing, subscriber retention, churn prevention, and customer loyalty.

Your Role & Impact:

  • Strategic Lifecycle Marketing: Design and implement unique, innovative strategies and offers throughout the customer lifecycle. Constantly test and refine these strategies to keep our retention and LTV metrics trending upwards.
  • Ownership of Retention Channels: Lead the end-to-end management of diverse retention channels, including email, SMS, loyalty programs, and referral systems. Your strategic vision will shape these channels into powerful tools for customer engagement.
  • Email Marketing Strategy and Execution: You will be responsible for evolving and managing the email marketing calendar. While we already have an internal team including a retention manager and email design staff, your role will be to lead this team to new heights. Your focus will be on improving performance, process, efficiency, and fostering team collaboration, thereby enhancing the effectiveness and personalization of our email marketing efforts.
  • Enhancing Subscriber Lifecycle Management: Forge and execute subscriber retention strategies, with an emphasis on reducing churn and elevating customer experiences to drive new customers into lifetime purchasers and active subscribers.
  • Data-Driven Retention Analysis: Collaborate with growth and finance teams to dissect and leverage key metrics like LTV, AOV, and retention rates. Your insights will be crucial in steering our retention strategies towards success.
  • Cross-Functional Collaboration: Work hand-in-hand with ecommerce and customer experience teams to ensure a cohesive and compelling customer journey.
  • Loyalty and Referral Program Development: Craft and implement innovative loyalty and referral programs, amplifying customer retention and transforming customers into brand advocates.
  • Contribution to Broader Marketing Strategies: Assist in the development of overarching marketing strategies, focusing on nurturing and expanding our customer segments.
  • Full Remote Flexibility: Enjoy the freedom to work from your desired location.
  • Comprehensive Medical Benefits: Your health is paramount; benefit from our top-tier medical offerings.
  • Competitive Compensation & Bonuses: Receive a generous salary complemented by substantial performance bonuses, structured to align with the collective goals of our team.
  • Unlimited PTO: Find your rhythm, balancing work and rest on your terms.
  • Upward Mobility: Craft your growth story within our vibrant brand.
  • Be Part of Our Growth: Engage at the forefront of a brand primed for stellar ascent, influencing its trajectory.

About Freebird

At Freebird, we're not just about selling top-tier shaving products. We're about making an impact. We're a team of innovators, thinkers, and relentless doers. We believe in speed, creativity, and pushing boundaries, but we also believe in understanding, compassion, and trust. These are the values that drive us:

Freebird is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Freebird will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages and backgrounds to apply.

  • Proven Experience: At least 5+ years of experience in retention, lifecycle, CRM, or subscription management, specifically within a DTC brand or a specialized performance email & lifecycle agency.
  • Strategic Expertise in DTC Marketing: Demonstrated ability to craft and implement successful DTC marketing strategies, with a focus on customer retention and lifecycle management.
  • In-Depth Knowledge of Email Marketing: Expertise in developing and executing email marketing strategies, including segmentation, personalization, and optimization for performance.
  • Data Analytics Proficiency: Strong analytical skills, capable of interpreting data to make informed decisions and drive strategy.
  • Leadership and Team Management: Proven track record of leading and nurturing internal teams, fostering collaboration, innovation, and efficiency.
  • CRM and Lifecycle Marketing Tools: Proficiency in using advanced CRM and lifecycle marketing tools to manage customer journeys and enhance engagement.
  • Innovative Mindset: A creative thinker, always exploring new ways to engage customers and improve their experience with the brand.
  • Excellent Communication: Outstanding communication skills, capable of articulating complex strategies to diverse teams and stakeholders.