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

What success looks like

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

You need to have

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