Senior Director of Retention and Customer Experience

We’re hiring a Senior Director of Retention to own and scale the full post purchase experience for a fast growing, consumer focused brand in the functional wellness space.

This role is responsible for everything that happens after a customer buys. You will lead lifecycle marketing, subscription strategy, loyalty, and retention analytics with the goal of increasing lifetime value, reducing churn, and building long term customer relationships. You will manage a small, high impact team and work closely with Growth, CX, Product, Analytics, and Brand.

What You’ll Own

• End to end post purchase strategy across lifecycle, CRM, subscription, and loyalty

• Retention, LTV growth, churn reduction, and subscription optimization

• Lifecycle architecture across email, SMS, portal, and product touchpoints

• Subscription experience including cancellation flows, save logic, pause and skip, and portal UX

• A lean team spanning lifecycle, analytics, and CRO

• Experimentation roadmap including A/B testing, cohort analysis, and behavioral insights

• Cross functional collaboration to remove friction and improve customer experience

What We’re Looking For

• 8 to 12+ years in retention, lifecycle, CRM, or subscription focused roles

• Experience leading teams while remaining hands on when needed

• Strong analytical mindset with comfort owning meaningful revenue levers

• Deep understanding of subscription economics and customer behavior

• Experience with platforms like Klaviyo, Skio, Iterable, Recharge, or similar

• Background in DTC or ecommerce required. CPG, food, beverage, or wellness a plus

Why This Role

• High visibility role reporting directly to the CEO

• Ownership of one of the most critical growth levers in the business

• Opportunity to build systems, strategy, and team at scale

• Competitive base salary plus bonus and equity

• Fully remote with unlimited PTO and comprehensive health benefits