Sr. Director of Retention

We are a modern apparel brand focused on elevated design, quality craftsmanship, and versatile products designed for everyday life. Rooted in a contemporary lifestyle, the brand blends style, function, and innovation to create timeless pieces that transition seamlessly across occasions. Our fast-paced, high-growth environment reflects a commitment to creativity, collaboration, and excellence. We strive to foster opportunity, personal growth, and meaningful impact—while enjoying the journey along the way.

We are seeking a Director of Retention Marketing to join the E-Commerce team and lead the end-to-end retention strategy. This role will be responsible for developing and executing strategies across all retention channels, including email, SMS, loyalty, referral, direct mail, and lifecycle marketing.

The ideal candidate is a collaborative, analytical, and customer-centric leader with deep retention marketing expertise. This individual is fluent in retention KPIs and driven by continuous testing, learning, and optimization to unlock customer insights and long-term value.

• Lead the overall Retention Marketing strategy across Loyalty, Referral, CRM, Email, SMS, Direct Mail, and Lifecycle Marketing
• Own and optimize the customer lifecycle and journey across e-commerce and omni-channel touchpoints
• Develop and launch new retention programs, including requirements gathering, vendor selection, forecasting, implementation, and performance analysis
• Manage retention KPIs in partnership with E-Commerce Analytics and Performance Marketing teams (e.g., cohort analysis, repeat purchase rate, lifetime value)
• Collaborate with cross-functional teams to inform the Features & Enhancements roadmap for the website in support of retention goals
• Serve as a key stakeholder in Customer Data Platform (CDP) selection, implementation, and activation
• Partner with E-Commerce leadership, Performance Marketing, and Analytics to regularly optimize channel forecasts
• Manage the retention marketing budget in collaboration with the Senior Retention Marketing Manager
• Partner with channel owners (Paid Social, Search, Site Experience, etc.) to ensure consistent customer messaging beyond owned channels
• Establish and maintain a structured testing cadence for messaging and offers across all retention channels
• Oversee all Direct Mail partners and calendars, including project management, budgeting, and performance tracking
• Monitor industry benchmarks and emerging trends to inform and evolve the retention strategy

• 10+ years of marketing experience; prior experience in the apparel or fashion industry preferred
• Deep understanding of retention KPIs including LTV, repeat purchase, and RFM modeling
• Proven experience building, launching, and scaling loyalty programs
• Strong analytical and quantitative skills with the ability to translate data into actionable insights
• Experience managing and activating a Customer Data Platform
• Familiarity with Shopify and/or Klaviyo preferred
• Working knowledge of analytics tools such as Google Analytics, Looker, or similar platforms
• Exceptional collaborator with a track record of strong cross-functional partnerships
• Thrives in a fast-paced, high-growth environment
• Growth mindset with enthusiasm for learning, experimentation, and problem-solving
• Comfortable navigating ambiguity and driving results within a dynamic organization