📍 Location: Remote (USA)
📄 Type: Full-time

About the Company

A rapidly growing direct-to-consumer (DTC) e-commerce brand is seeking a Head of Retention & Loyalty to lead customer engagement, maximize lifetime value, and build strong brand loyalty. This company is dedicated to delivering high-quality products while fostering a strong community-focused experience.

The Role

As the Head of Retention & Loyalty, you’ll own the strategy and execution of all customer lifecycle, retention, and loyalty initiatives. Your mission will be to increase repeat purchase rates, reduce churn, and turn first-time buyers into long-term brand advocates. You’ll leverage data-driven insights, personalization, and innovative engagement strategies to enhance customer relationships and drive revenue growth.

Key Responsibilities

Retention Strategy & Execution

• Develop and implement a retention roadmap to drive repeat purchases and increase average order value (AOV).
• Lead customer engagement efforts across email, SMS, push notifications, and post-purchase experiences.
• Optimize win-back, replenishment, and subscription strategies to drive long-term loyalty.

Loyalty & VIP Program Innovation

• Build and scale the brand’s new loyalty program to reward customer engagement and purchases.
• Develop VIP tiers, exclusive perks, and surprise & delight experiences to foster brand affinity.
• Continuously refine the program based on customer insights, retention trends, and performance analytics.

Personalization & Lifecycle Marketing

• Design hyper-targeted, AI-driven customer journeys to enhance the shopping experience.
• Use predictive analytics to deliver personalized messaging, product recommendations, and upsell opportunities.
• Collaborate with tech teams to optimize on-site personalization and UX features for retention.

Churn Reduction & Win-Back Strategies

• Identify customer drop-off points and implement strategies to reduce churn.
• Launch win-back campaigns to re-engage lapsed customers.
• Strengthen post-purchase engagement through community-building, content marketing, and brand storytelling.

Customer Insights & Data-Driven Decision Making

• Analyze retention KPIs, cohort behaviors, LTV trends, and churn metrics to inform strategy.
• Partner with CX, product, influencer, creative, and growth teams to ensure a seamless omnichannel experience.
• Build retention and loyalty reporting dashboards with actionable insights and best-in-class strategies.

Who You Are

✅ Experienced Retention & Loyalty Leader – You have a proven track record of scaling retention programs at high-growth DTC e-commerce brands.
✅ Data-Driven & Analytical – You’re skilled in LTV analysis, cohort segmentation, churn reduction, and AOV optimization.
✅ Tech-Savvy & Automation-Focused – Hands-on experience with tools like Klaviyo, Attentive, Shopify Plus, Rebuy, and loyalty platforms.
✅ Customer-First Strategist – You understand consumer psychology and how to build emotional brand loyalty.
✅ Creative & Innovative – You bring strategic thinking, scrappy execution, and a test-and-learn approach to drive results.
✅ Experimentation & Growth Mindset – You thrive in fast-paced environments and use A/B testing to optimize performance.
✅ 5+ years of experience managing retention and loyalty programs at scale for a DTC US-based brand.

Qualifications

🎓 Bachelor’s degree in Marketing, Communications, or a related field (Master’s degree is a plus).

Why Join This Brand?

🚀 Make a Major Impact – Own and shape retention & loyalty at a high-growth e-commerce brand.
💡 Autonomy & Innovation – Lead strategy, test bold ideas, and drive real results.
👕 A Brand Customers Love – Join a company with an engaged, passionate customer base.
📈 Competitive Compensation & Perks – Strong salary, bonus, and growth opportunities.
🌍 Remote-Friendly Culture – Work from anywhere in the USA with a high-performing, collaborative team.

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