DIRECTOR RETENTION & LIFECYCLE

Remedy; Los Angeles (CA); On-site; USD 120,000 - 190,000; Full time

Job summary

Remedy is seeking a strategic, data-driven Director of Retention & Lifecycle to own our customer retention engine, reporting to the VP of DTC/Ecommerce. You will turn customer data and brand strategy into personalized journeys across email, SMS, and push to grow engagement and lifetime value.

The ideal candidate combines analytical thinking with CRM craft and a customer-obsessed mindset, with the ability to scale a sophisticated program at a clinical, elevated standard of excellence.

Qualifications

• 4-6 years in CRM, lifecycle, or retention marketing.
• Proven track record managing multi-channel retention programs end to end.
• Hands-on with an enterprise ESP and SMS platform (Klaviyo, Postscript).
• Strong experience building customer segments and personalized lifecycle journeys.
• Experience in skincare, beauty, or lifestyle preferred; loyalty program a plus.

Responsibilities

• Own REMEDY's retention channels end to end (email, SMS) and the lifecycle strategy behind them.
• Build and evolve the full lifecycle journey: welcome, first and second purchase, post-purchase, replenishment, win-back, VIP, and churn-risk flows.
• Develop new automations and behavior-based triggers that drive engagement, repeat purchase, and lifetime value.
• Manage all CRM campaigns end to end: build, QA, schedule, deploy, and maintain the calendar with flawless, on-time execution.
• Build and maintain customer segments to power relevant, personalized communications.
• Use customer signals to deliver personalization, dynamic content, and cross-sell and upsell programs.

Skills

CRM strategy

Lifecycle marketing

Data analytics

Campaign management

Customer segmentation

A/B testing

Loyalty programs

Tools

Klaviyo

Postscript

Shopify

Rivo

Skio

Job description

Remedy Science was founded by Dr. Muneeb Shah, a board-certified dermatologist who built the brand out of an obsession with the problems he sees in the clinic every day. That same obsession has earned him 20M+ social media followers and made him one of the most trusted voices in skin health. Every Remedy formula starts with a real patient need and the conviction that we can solve it better.

Today Remedy is an omni-channel brand — DTC, TikTok Shop, Amazon, and full chain distribution at Target. Core to our mission is that seriously effective, dermatologist-proven results should be accessible. That means showing up everywhere our customers already shop.

Remedy is backed by some of the leading consumer investors in the world, including L Catterton, Norwest Venture Partners and Sonoma Brands.

POSITION SUMMARY

REMEDY is seeking a strategic, data-driven DIRECTOR Retention & Lifecycle to own our customer retention engine, reporting to the VP of DTC/Ecommerce.

This role goes beyond campaign deployment. We are looking for a lifecycle owner who can turn customer data and brand strategy into personalized, behavior-driven journeys across email, SMS, push that grow engagement, retention, and lifetime value.

The ideal candidate combines sharp analytical thinking, CRM craft, and a customer-obsessed mindset, with the ability to scale a sophisticated retention program at a clinical, elevated standard of excellence.

RESPONSIBILITIES

Lifecycle Strategy & Campaign Management

• Own REMEDY's retention channels end to end (email, SMS) and the lifecycle strategy behind them
• Build and evolve the full lifecycle journey: welcome, first and second purchase, post-purchase, replenishment, win-back, VIP, and churn-risk flows
• Develop new automations and behavior-based triggers that drive engagement, repeat purchase, and lifetime value
• Manage all CRM campaigns end to end: build, QA, schedule, deploy, and maintain the calendar with flawless, on-time execution
• Build and maintain customer segments to power relevant, personalized communications
• Use customer signals to deliver personalization, dynamic content, and cross-sell and upsell programs

Loyalty & Subscription

• Help shape and own the loyalty program strategy, including tier structure, rewards, communications, and roadmap
• Monitor loyalty and subscription health (inclusive of LTV), participation, and ROI, and recommend enhancements

Analytics, Testing & Optimization

• Own CRM reporting and dashboards, sharing clear weekly and monthly takeaways on channel health, engagement, and revenue
• Run an ongoing A/B testing roadmap and use the results to improve open and click rates, conversion, and revenue per send

Operations & Collaboration

• Own and manage the CRM tech stack and third-party partners, keeping tools integrated and built to scale
• Maintain a healthy subscriber file with strong list health, deliverability, and compliance (CAN-SPAM, CCPA, TCPA, GDPR)
• Co-own the email and SMS content calendar with Brand, Creative, Merchandising, and Ecommerce, and write briefs that turn product drops and seasonal stories into retention moments

REQUIREMENTS

• 4-6 years in CRM, lifecycle, or retention marketing, ideally at a high-growth DTC or ecommerce brand
• Proven track record managing multi-channel retention programs (email, SMS, loyalty, direct mail) end to end and driving growth across CRM channels
• Hands-on experience with an enterprise-level ESP and SMS platform (Klaviyo, Postscript, or similar)
• Strong experience building customer segments and personalized lifecycle journeys
• Strong analytical skills, with the ability to turn data into clear, actionable insights for stakeholders
• Experience in skincare, beauty, or lifestyle preferred; loyalty program experience a plus

Skills & Mindset

• Customer-obsessed, with a deep understanding of consumer behavior and the confidence to challenge thinking
• Strong creative-meets-analytical sensibility, able to balance clinical precision with brand storytelling
• Self-starter with excellent project management and a bias for action in a fast-paced, evolving environment

Technical Skills

• Proficiency with Klaviyo (email) and Postscript (SMS), or comparable ESP and SMS platforms
• Solid grasp of email and SMS fundamentals: CRM KPIs, deliverability health, and compliance (CAN-SPAM, CCPA, TCPA, GDPR)
• Experience with Shopify, loyalty and subscription platforms (Rivo, Skio)
• Experience in Figma a plus (owning email design or providing feedback to designers)