Director, E-Commerce & Retention

Description

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.
• Travel Expectations:
  Minimal travel
• 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…