Director, E-Commerce & Retention

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Director, E-Commerce & Retention

We're looking for a strategic, data-driven Director of E-Commerce & Retention to own performance and growth of our global direct-to-consumer (DTC) and wholesale / B2B digital channels. You'll lead strategy and execution across our owned and third‑party e‑commerce sites, email, and customer lifecycle programs. The mandate is to amplify brand awareness, grow revenue, improve conversion, and deepen long‑term customer relationships.

This is a senior individual contributor and people leadership role, sitting at the intersection of marketing, technology, and merchandising. You'll work closely with Brand & Digital Marketing, Creative, Education, and the broader commercial team to ensure our digital channels reflect the brand's positioning in the luxury medical‑grade skincare space while delivering measurable business results.

• Where? You’ll? Work?:
  Hybrid – this role will work from our head office 3 days/week and from home the remainder. However, additional on‑site presence may be required to support team collaboration, meetings, and other business needs.
• Your Hours?:
  Full‑Time working typical Pacific Time business hours will require some flexibility including evenings & weekends on occasion.
• Physical Demands?:
  This role primarily involves computer and desk‑based work but may occasionally require standing for extended periods.
• Compensation: $135,000 - $145,000 with annual bonus potential

• Own the DTC and wholesale e‑commerce P&L, including revenue targets, conversion rate, AOV, and site‑driven growth KPIs
• Lead ongoing CRO strategy — prioritizing and overseeing testing, UX improvements, and merchandising optimization across the Shopify storefront
• Oversee site operations, catalog integrity, and publishing cadence in partnership with the Web Producer
• Partner with IT and development resources to manage the Shopify technology stack, app ecosystem, and platform roadmap
• Ensure the digital experience appropriately serves both consumer and professional audiences, with channel‑appropriate content, pricing, and navigation

• Own the full customer retention strategy across email, SMS, and loyalty — from acquisition handoff through repeat purchase and long‑term LTV growth
• Lead segmentation strategy and audience architecture in Klaviyo, ensuring the right message reaches the right customer at the right stage of their journey
• Oversee automated flow strategy (welcome, post‑purchase, replenishment, win‑back, professional onboarding) and campaign calendar execution
• Define and track retention KPIs: repeat purchase rate, 90/180‑day retention, LTV cohort performance, churn, and reactivation
• Identify opportunities to deepen loyalty through subscription, bundling, rewards, and personalization initiatives

• Own e‑commerce reporting and performance dashboards — translating data into clear recommendations for leadership and cross‑functional partners
• Monitor and interpret customer behavior, funnel performance, and channel attribution to guide investment and prioritization decisions
• Develop and maintain sensitivity models and scenario planning tools to support forecasting and test prioritization

• Directly manage and develop an E‑Commerce Coordinator / Web Producer responsible for day‑to‑day site operations, catalog management, and email execution
• Own agency relationships with development and design partners — managing SOWs, project prioritization, sprint planning, and quality of output
• Serve as the internal point of escalation for site technical issues, coordinating between internal stakeholders and external development resources
• Act as the primary e‑commerce voice in cross‑functional planning — aligning digital execution with product launches, promotions, and seasonal campaigns
• Collaborate with the professional channel team to ensure B2B digital touchpoints are operationally sound and strategically aligned

• 7–10 years of progressive e‑commerce and digital marketing experience, with at least 2–3 years in a director or senior…