Director of Retention / CRM

D.Luxury Brands; Los Angeles (CA); Remote; USD 100,000 - 150,000; Full time

Job summary

A leading e-commerce growth firm is seeking a Director of Retention/CRM to lead retention and customer relationship strategies. This fully remote role requires 6+ years of experience in retention management and proven success in increasing customer lifetime value. The ideal candidate will have strong analytical skills and exceptional project management abilities. Competitive benefits include unlimited PTO and comprehensive health coverage.

Benefits

Comprehensive healthcare, dental and vision insurance options

Unlimited PTO

Company-sponsored One Medical membership

Dynamic and collaborative work environment

Qualifications

• Minimum of 6 years of hands-on experience in retention management.
• Proven track record of designing and implementing successful retention strategies.
• Deep understanding of customer lifecycle management, segmentation, and personalization techniques.
• Strong analytical skills to interpret complex data sets.
• Exceptional communication and interpersonal skills.

Responsibilities

• Lead and define the Retention/Lifecycle strategy for clients.
• Identify and implement initiatives across retention channels.
• Establish key metrics for retention success and report to leadership.
• Develop a data-driven CRM approach for a global consumer base.
• Oversee design and execution of loyalty programs.
• Continuously optimize the user experience across touchpoints.

Skills

Retention management

Customer lifecycle management

Segmentation

Data-driven methodologies

Project management

Analytical skills

Communication

Job description

Overview

Job Title: Director of Retention / CRM

Location: Remote

ABOUT D.LUXURY

We’re in the business of building and scaling retail businesses. As operators and investors, we empower entrepreneurs to unlock their company’s true potential.

D.LUXURY BRANDS is an e-commerce growth firm based in Los Angeles. We are in search of a motivated and resourceful project manager to join our growing digital team.

Job Description: We are seeking a highly skilled and motivated Director of Retention/CRM to lead our portfolio’s retention and customer relationship management (CRM) efforts. The ideal candidate will be a strategic thinker with a proven track record of developing and implementing retention strategies that drive customer loyalty, engagement, and lifetime value.

Responsibilities

• Lead and define the Retention/Lifecycle strategy for the clients, in partnership with key business stakeholders.
• Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation.
• Establish key metrics for retention success, develop dashboards with the analytics team, monitor and report regularly to leadership & key stakeholders across the organization.
• Develop a data-driven, CRM approach, including customer segmentation, cohort modeling and customer journey optimization for a global consumer base.
• Partner closely internal teams to define the ideal customer journey and work cross-functionally to ensure we execute to the intention of excellence.
• Oversee the design and execution of loyalty programs, referral initiatives, and other customer engagement tactics to foster long-term relationships and maximize customer lifetime value.
• Continuously assess and optimize the user experience across all touchpoints, working closely with product teams to identify opportunities for improvement and innovation.
• Stay abreast of industry trends, competitor activities, and emerging technologies in retention marketing and customer relationship management, providing thought leadership and recommendations for staying ahead of the curve.
• Architect and deploy a strategy around automation campaigns, based on product purchase insights, customer behavior and product innovation calendar.
• Create a retention channel playbook that drives brand strategy in conjunction with digital performance strategy. Own A/B testing across channels.
• Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalized, and consistent with brand standards.
• Maintain overall health, development, maintenance, and reporting of email/SMS database and own the associated deployment calendar.
• Act as a thought leader within the organization and the industry, sharing insights, best practices, and case studies with clients and internal stakeholders.

Qualifications

• Minimum of 6 years of hands-on experience in retention management
• Proven track record of designing and implementing successful retention strategies that drive measurable results, including increasing customer lifetime value
• Deep understanding of customer lifecycle management, segmentation, and personalization techniques.
• Experience with cohort analysis, A/B testing, and other data-driven methodologies to optimize retention efforts.
• Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies.
• Excellent project management skills, with the ability to lead cross-functional teams and drive projects to successful completion in a fast-paced, agile environment.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven ability to think strategically while also being hands-on in execution, with a passion for continuous learning and innovation in the field of retention.

Benefits

• Fully remote
• Comprehensive healthcare, dental and vision insurance options.
• Unlimited PTO, including an annual winter break between Christmas and New Year
• Company-sponsored One Medical membership
• A dynamic and collaborative work environment.