Director of CRM and Retention

We’re one of the fastest-growing global D2C startups with a self-built e-commerce platform. We’re looking for a Director of CRM & Retention to own and scale our lifecycle marketing across email, SMS, and customer journeys.

This role is responsible for driving repeat purchases, increasing LTV, and turning CRM into a consistent revenue channel.

What You’ll Do

• Own retention performance: repeat rate, CRM revenue, LTV, AOV, and subscription metrics
• Build and optimize end-to-end customer journeys (first purchase → repeat → loyalty → subscription)
• Lead all CRM campaigns and automated flows across email, SMS, and push
• Own the loyalty program — strategy, structure, and performance
• Drive subscription growth and retention in partnership with product and data teams
• Build a strong testing culture (segmentation, offers, timing, messaging)
• Work closely with Brand to ensure CRM is aligned but still performance-driven
• Partner with performance, product, and data to improve the full customer lifecycle
  
  

• Increased repeat rate and CRM-driven revenue
• Strong loyalty engagement and subscription growth
• Clear segmentation and more relevant customer communication
• CRM becomes a predictable, scalable growth driver
  
  

• 5+ years in CRM / retention / lifecycle marketing
• Strong analytical skills and experience working with data and cohorts
• Hands-on experience with CRM platforms (Klaviyo or similar)
• Experience owning loyalty programs and/or subscriptions
• Strong cross-functional collaboration skills