Director of Customer Intelligence & Retention Marketing

Dagne Dover; New York (NY); On-site; USD 120,000 - 130,000; Full time

Job summary

Dagne Dover in New York is seeking a Director of Customer Intelligence & Retention Marketing to own customer lifecycle strategy across email, SMS, direct mail, loyalty, VIP and referral programs. You will connect customer behavior to business performance, build an integrated channel strategy, and lead data architecture improvements.

This true builder role requires rebuilding lifecycle flows, defining segmentation, and driving list growth while partnering with ecommerce, product, and finance

Qualifications

• 7+ years in retention, CRM or lifecycle marketing, ideally at a DTC brand, with 2+ years leading strategy or a team.
• Utilize AI-enabled tools and capabilities to enhance customer reporting and retention channels.
• A track record of rebuilding email and SMS programs that measurably grew retention revenue.
• Proven experience building lifecycle strategies that measurably improve LTV, repeat purchase behavior, and customer economics, beyond attributed email and SMS revenue.
• Hands-on expertise with ESP and SMS platforms (Klaviyo, Attentive or Postscript), including flow logic and segmentation.
• Strong analytical skills: cohort analysis, LTV modeling and test design, and the ability to turn data into clear recommendations.
• Experience building or running loyalty, VIP or referral programs.
• A strong eye for creativity and copy, and the ability to brief designers and writers well.
• Experience with direct mail and brand partnerships.
• Clear communicator who can align leadership and cross-functional teams around the customer.

Responsibilities

• Own the strategy and day-to-day execution for email and SMS, from campaign planning through send and reporting.
• Rebuild every automated flow (welcome, browse and cart abandonment, post-purchase, replenishment, sunset and others), covering strategy, trigger logic, segmentation and creative design.
• Build and run an A/B testing roadmap for email and SMS, covering copy, subject lines, offers, creative, send times and cadence, and turn results into standing playbooks.
• Own the customer winback strategy, defining lapse thresholds by segment and building the programs that bring lapsed customers back.
• Map the full customer lifecycle and make sure every stage has a clear goal, message and owner.
• Own the loyalty program, including structure, rewards, tiers and economics.
• Build and personally manage the VIP inner circle of our top 50 customers, with high-touch experiences, early access and direct relationships.
• Own the referral program and grow it into a meaningful acquisition channel.
• Own the CRM and the customer data architecture: how customer data is captured, structured, segmented and connected across tools.

Skills

Retention Marketing

Lifecycle Marketing

Data analytics

LTV modeling

Direct mail

Brand partnerships

SMS platforms

Tools

Klaviyo

Attentive

Postscript

Job description

We’re a fast-growing brand built on product our customers love and a community that keeps growing. As we scale, we’re investing in the customer relationship, from first purchase to lifelong loyalty, and we’re looking for a leader to own it.

The Director of Customer Intelligence & Retention Marketing owns everything that keeps customers buying, coming back and bringing others with them. You will set the strategy and run the execution across email, SMS, direct mail, loyalty, VIP and referral, and you will be the company's main point of contact for anything related to the customer.

This role will own the strategy and evolution of Dagne Dover’s customer lifecycle, driving customer lifetime value, repeat purchase behavior, engagement, loyalty, and advocacy. We’re looking for a strategic, highly analytical leader who can connect customer behavior to business performance and build an integrated strategy across onsite capture and list growth, email, SMS, direct mail, loyalty, and other owned channels. This is a true builder role: you’ll be responsible for rebuilding lifecycle flows across strategy, logic, and design; establishing a clear customer data architecture; and leading list growth initiatives.

The Role:

Retention channels: email and SMS

• Own the strategy and day-to-day execution for email and SMS, from campaign planning through send and reporting.
• Rebuild every automated flow (welcome, browse and cart abandonment, post-purchase, replenishment, sunset and others), covering strategy, trigger logic, segmentation and creative design.
• Build and run an A/B testing roadmap for email and SMS, covering copy, subject lines, offers, creative, send times and cadence, and turn results into standing playbooks.

Winback and lifecycle

• Own the customer winback strategy, defining lapse thresholds by segment and building the programs that bring lapsed customers back.
• Map the full customer lifecycle and make sure every stage has a clear goal, message and owner.

Loyalty, VIP and referral

• Own the loyalty program, including structure, rewards, tiers and economics.
• Build and personally manage the VIP inner circle of our top 50 customers, with high-touch experiences, early access and direct relationships.
• Own the referral program and grow it into a meaningful acquisition channel.

Customer insights, CRM and data architecture

• Own the CRM and the customer data architecture: how customer data is captured, structured, segmented and connected across tools.
• Turn customer data into insights the whole company uses, including cohort analysis, LTV, purchase behavior and churn drivers.
• Serve as the main point of contact for anything related to the customer, partnering with ecommerce, creative, product, customer service and finance.

Promotional calendar and segmentation

• Manage the promotional calendar and decide how each promotion uses our customer segments.
• Protect margin and customer health by matching offers and frequency to the right segments rather than discounting to everyone.

Direct mail

• Own direct mail strategy and execution, including audience selection, creative, vendors and measurement against digital channels.

List growth and brand partnerships

• Be the voice of list growth and customer acquisition through brand partnerships, co-marketing, collaborations and list swaps.
• Own email and SMS capture across site and partner touchpoints.

You:

• 7+ years in retention, CRM or lifecycle marketing, ideally at a direct-to-consumer brand, with 2+ years leading strategy or a team.
• Utilize AI-enabled tools and capabilities to enhance customer reporting and retention channels
• A track record of rebuilding email and SMS programs that measurably grew retention revenue.
• Proven experience building lifecycle strategies that measurably improve LTV, repeat purchase behavior, and customer economics, beyond attributed email and SMS revenue.
• Hands-on expertise with ESP and SMS platforms (such as Klaviyo, Attentive or Postscript), including flow logic and segmentation.
• Strong analytical skills: comfort with cohort analysis, LTV modeling and test design, and the ability to turn data into clear recommendations.
• Experience building or running loyalty, VIP or referral programs.
• A strong eye for creativity and copy, and the ability to brief designers and writers well.
• Experience with direct mail and brand partnerships.
• Clear communicator who can align leadership and cross-functional teams around the customer.

The expected starting salary annual range is $120,000- $130,000.

We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, experience, skills, performance and business needs.

Founded in 2013, Dagne Dover is a digitally native, women-owned brand that designs problem-solving bags for all aspects of life. At its core, our company is aimed at making lives easier through empathy and good design. We love people, and we love making people happy.

Diversity, Inclusion & Belonging are important to us, as a diverse team ourselves. We’ve created a community where everyone’s uniqueness is celebrated, respected, and honored. We encourage you to apply if you think it sounds like a good fit for you!