Director of Retention

Dimond Connect; New York (NY); Hybrid; USD 210,000 - 320,000; Full time

Job summary

Dimond Connect is seeking a Senior Director of Retention & Ecommerce for a fast-growing DTC brand based in New York. The role owns the end-to-end ecommerce experience, subscription lifecycle, and loyalty programs, building the team and systems to scale while preserving a luxury brand feel.

You will lead Shopify Plus, Klaviyo, and a subscription platform (Skio or Recharge), drive CRO programs, analyze cohorts and LTV, and collaborate with marketing, product, and engineering to optimize revenue

Qualifications

• Experience leading ecommerce and retention initiatives for a digitally native consumer brand.
• Proven ability to scale revenue while protecting brand experience.
• Strong analytical chops with cohort and LTV modeling.

Responsibilities

• Own DTC revenue, ecommerce economics, and subscription performance.
• Lead ecommerce product roadmap, development, QA, launches with tech partners.
• Manage Shopify storefront strategy, merchandising, bundles, and PDPs.

Skills

Ecommerce leadership

Retention strategy

Data analysis

Cross-functional leadership

Growth marketing

Tools

Shopify Plus

Klaviyo

Skio

Recharge

Job description

Our client in the Retail Health and Personal Care space is hiring a Senior Director Retention & Ecommerce!

ABOUT THE ROLE

Our company is a fast-growing, DTC-native brand with strong early product-market fit and a proven performance marketing engine. The Head of eCommerce & Retention will own the digital customer experience and post-acquisition commercial engine across ecommerce, conversion, subscription, lifecycle marketing, loyalty, and LTV. This is a hands-on leadership role for an operator who has helped scale a digitally native consumer business and can build the systems, team, and operating discipline needed to turn early traction into durable, profitable growth while protecting the brand experience. The role is based in NYC with three days a week in office and reports to the Chief Marketing Officer.

CORE RESPONSIBILITIES

Website Ownership

• Own DTC revenue and ecommerce economics, including conversion, AOV, subscription, repeat purchase, retention, contribution margin, and LTV:CAC.
• Lead the ecommerce product and development roadmap, including prioritization, requirements, QA, launches, and internal/external technical partners.
• Manage Shopify storefront strategy, merchandising, PDPs, bundles, offers, and the broader ecommerce stack.
• Own conversion, AOV, and subscription targets, including forecasting and performance reporting.
• Partner with Paid Media on landing pages and A/B testing to optimize the full funnel and first-order experience for LTV.
• Ensure affiliate commerce flows and tracking work seamlessly alongside DTC.

Retention, Loyalty & Subscription Strategy

• Own subscription growth, churn reduction, cadence, offers, and save flows.
• Build behavioral and value-based segments across Shopify, Skio, and Klaviyo.
• Analyze cohort retention, repurchase, and LTV:CAC to drive retention strategy.

Email & SMS

• Own Klaviyo email and SMS strategy, calendar, and performance.
• Build and optimize core lifecycle flows, including welcome, post-purchase, replenishment, education, win-back, subscription, and loyalty.
• Drive personalized campaigns, list growth, deliverability, and revenue per recipient.
• Own SMS platform, consent capture, and compliance with TCPA and CAN-SPAM.

ABOUT YOU

• Has previously joined a digitally native consumer company at an early stage, ideally below $15 million in annual revenue, and played a meaningful leadership role in scaling it to $75 million or more
• This is not your first early-stage operating role. You know what needs to be built, what can wait and how the role must evolve as the business scales
• Confidence and experience managing a technical team of developers
• Prestige beauty, skincare, or wellness experience strongly preferred
• Deep fluency in Shopify Plus, Klaviyo, and a subscription platform (Skio, Recharge, or similar); SMS platform experience
• Strong analytical chops: builds cohort and LTV models yourself, not just reads dashboards
• Track record of CRO programs that moved conversion measurably
• Builder mindset for an early-stage brand: hands-on, decisive, comfortable operating before the team is in place
• Taste: protects a warm, luxury-concierge brand experience while driving performance