Director of Retention & Loyalty

Trade Coffee Co; New York (NY); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Unlimited vacation

Health benefits

401(k)

Catered lunches

Pet-friendly office

Community service days

Job summary

Trade Coffee Co seeks a strategic, hands-on Director of Retention to own how we keep customers coming back and turn first-time buyers into lifelong coffee drinkers. You’ll lead retention, lifecycle strategy across email, SMS, push, and in-product experiences, plus our subscription, loyalty, and win‑back programs.

You’ll use personalization and customer data to set the retention roadmap and run the testing program behind it—ensuring every touchpoint after the first order is timely, relevant, and

Qualifications

• 6+ years of retention, lifecycle, CRM, or integrated marketing experience, including 1–2 years leading retention or lifecycle strategy.

Responsibilities

• Own Trade’s retention strategy and roadmap, setting goals for repeat purchases, subscription growth, churn, and customer lifetime value.
• Lead customer research using cohort analysis, surveys, interviews to identify churn root causes and shape long-term strategy.
• Own the first 90 days after a customer’s first order to improve onboarding, retention, and second-order rate.
• Recognize and reward customers at milestones (first reorder, subscription anniversary) and measure impact on repeat purchase and LTV.
• Shape product presentation across email, SMS, and logged-in experiences to influence retention and merchandising strategies.
• Build and lead lifecycle marketing across email, SMS, and push, implementing flows in Klaviyo.
• Grow and optimize Trade’s subscription program with sign-up experiences, cadence, and cancellation flows.
• Design and launch loyalty, referral, and rewards programs to deepen engagement with customers and roasters.
• Use purchase data and taste profiles to build segments and journeys in collaboration with Product and Engineering.
• Run testing programs across offers, messaging, timing, and flows, translating results into repeatable playbooks.
• Partner with Growth, Product, Design, and Customer Experience to align acquisition and post-purchase experiences.
• Use AI tools to move faster across segmentation, testing, personalization, and reporting.
• Report on retention health, cohort performance, and program ROI to leadership.
• Build and lead a small, high-performing team as the function grows.

Skills

Retention

Lifecycle marketing

CRM

A/B testing

Data analytics

Tools

Klaviyo

Job description

Trade Coffee Co seeks a strategic, hands-on Director of Retention to own how we keep customers coming back and turn first-time buyers into lifelong coffee drinkers. You’ll lead retention, lifecycle strategy across email, SMS, push, and in-product experiences, plus our subscription, loyalty, and win‑back programs.

You’ll use personalization and customer data to set the retention roadmap and run the testing program behind it—ensuring every touchpoint after the first order is timely, relevant, and