Director, Retention & Loyalty Growth

Thriftbooks; Seattle (WA); Hybrid; USD 132,000 - 185,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

Health insurance

401k match

Paid holidays

Free books

Job summary

ThriftBooks invites a seasoned Director, Retention to shape and own our lifecycle marketing, CRM, and loyalty strategy for our direct-to-consumer eCommerce business. Lead a team across Lifecycle & Loyalty Marketing, ReadingRewards, and customer analytics to lift engagement, repeat purchases, and lifetime value.

You will guide segmentation, personalization, and experiments, partner across departments, and manage vendor relationships while driving key metrics like churn, reactivation, and cohort

Qualifications

• Progressive experience in lifecycle marketing, CRM, customer retention, or loyalty.
• Proven leadership of retention or lifecycle teams in eCommerce or DTC.
• Deep expertise in CRM, automated journeys, segmentation, and owned channels.

Responsibilities

• Develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, and Loyalty programs.
• Own retention metrics such as LTV, repeat purchases, churn, and reactivation.
• Collaborate with Marketing, Product, Analytics, Technology, and Finance to optimize customer lifetime value.

Skills

Lifecycle marketing

CRM

Customer retention

Loyalty programs

Team leadership

Analytics

Segmentation

Personalization

A/B testing

Cross-functional collaboration

Education

Bachelor’s degree in Marketing/Business/Analytics

Job description

ThriftBooks invites a seasoned Director, Retention to shape and own our lifecycle marketing, CRM, and loyalty strategy for our direct-to-consumer eCommerce business. Lead a team across Lifecycle & Loyalty Marketing, ReadingRewards, and customer analytics to lift engagement, repeat purchases, and lifetime value.

You will guide segmentation, personalization, and experiments, partner across departments, and manage vendor relationships while driving key metrics like churn, reactivation, and cohort