Director, Lifecycle & Retention — D2C Growth

Enhanced; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Enhanced is seeking a Director of Retention to own and scale our CRM-driven lifecycle across email, SMS, direct mail, and subscription initiatives, with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty. This senior role blends strategy and hands-on execution in a fast-moving, non-traditional environment.

You’ll build world-class retention programs, continuously test and optimize, and partner with Finance, Data, Legal, and Clinical to ensure measurement,

Qualifications

• Experience building and scaling owned-channel programs in a high-volume D2C subscription business.
• Strong retention and revenue analytics with LTV, CAC, payback, churn metrics.
• Experience in telehealth, supplements or recurring/consumable business.
• Regulated-category experience in health or Rx with compliance awareness.
• Cross-functional leadership without direct authority and managing agencies.

Responsibilities

• Establish retention baselines for lifecycle performance and owned-channel revenue.
• Build and optimize onboarding, refill/adherence, payment recovery, and winback programs.
• Create scalable email and SMS testing/execution cadence.
• Partner with Finance, Data, Legal, and Clinical to ensure measurement, compliance, and operations scale.
• Drive improvements in refill rates, retention, LTV, and owned-channel revenue.
• Develop an always-on lifecycle program across email, SMS, and other channels.
• Expand cross-protocol growth levers with a clear testing roadmap tied to revenue.
• Position owned channels as a top-three revenue driver for the business.

Skills

D2C lifecycle expertise

Retention analytics

Revenue analytics

Cross-functional leadership

Lifecycle strategy

Tools

CRM platforms

Email marketing tools

SMS marketing platforms

Job description

Enhanced is seeking a Director of Retention to own and scale our CRM-driven lifecycle across email, SMS, direct mail, and subscription initiatives, with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty. This senior role blends strategy and hands-on execution in a fast-moving, non-traditional environment.

You’ll build world-class retention programs, continuously test and optimize, and partner with Finance, Data, Legal, and Clinical to ensure measurement,