Retention Marketing Director

G.O.A.T Foods is the parent company behind , , , , and  - a portfolio of direct-to-consumer snack brands built on quality, personality, and repeat customers who genuinely love the products. As the business scales its DTC footprint across these brands, retention is a top strategic priority: we want every customer's second, fifth, and fiftieth order to feel as good as their first.

G.O.A.T Foods is the parent company behind , , , , and  - a portfolio of direct-to-consumer snack brands built on quality, personality, and repeat customers who genuinely love the products. As the business scales its DTC footprint across these brands, retention is a top strategic priority: we want every customer's second, fifth, and fiftieth order to feel as good as their first.

G.O.A.T Foods is looking for a Director of Retention to lead one of the most critical functions across our portfolio of DTC brands. This is a role responsible for the health and growth of our customer base - owning loyalty and lifecycle marketing as integrated levers to drive retention, LTV, and long-term revenue.

We're looking for a strategic, analytically-driven leader who thinks in frameworks, is deeply comfortable with data, and can operate at both the strategic and executional level - building the segmentation, automation, and testing infrastructure that turns first-time buyers into loyal, repeat customers.

This role is based in West Palm Beach, FL, working 4 days per week in our office and 1 day remote.

• Own the retention strategy across G.O.A.T Foods' portfolio of DTC brands - defining how loyalty and lifecycle marketing work together to maximize retention and LTV.
• Set annual retention targets, track performance against plan, and provide regular updates to leadership.
• Serve as a strategic thought partner to leadership - synthesizing performance data, customer insights, and market trends into clear recommendations and business cases.

• Lead the strategy and roadmap for loyalty programs - defining the experience and value proposition in partnership with Digital Product and Growth.
• Operationalize loyalty across the lifecycle: tier-triggered journeys, points-expiry flows, VIP moments, and win-back offers tied to loyalty value.
• Measure incremental lift from loyalty programs vs. non-members (repeat rate, frequency, AOV, LTV, redemption, cost per retained customer), and run structured tests on benefits and offers.

• Set strategic direction and prioritize the roadmap for lifecycle marketing across email, SMS, and direct mail.
• Own end-to-end lifecycle programs: welcome/activation, browse/cart/checkout abandonment, post-purchase, cross-sell, replenishment, VIP, and win-back.
• Define customer-state logic (new / active / lapsing / lapsed / VIP) and trigger frameworks, plus channel governance - cadence, frequency caps, suppression logic - to protect brand experience and deliverability.
• Build and maintain segmentation models (RFM, cohorts, category/flavor affinity, discount dependency, predicted LTV) and deploy personalization across email, SMS, and on-site.

• Own the retention KPI framework: repeat purchase rate, retention rate, time-to-second-purchase, incremental revenue, contribution margin impact, and LTV lift.
• Build and run an experimentation roadmap (A/B tests and holdouts where feasible) and operationalize what's learned.
• Produce decision-grade reporting for leadership - what's working, what should scale, and what should stop - with a focus on incremental (not just attributed) impact.

• Build and develop a team across lifecycle and loyalty, fostering a culture of analytical rigor, ownership, and continuous improvement.
• Manage key vendor relationships across retention and lifecycle platforms (e.g., Klaviyo, Postpilot) to ensure the business is getting maximum value.
• Own deliverability strategy, list hygiene, and consent compliance (including SMS/TCPA), partnering with Data/Engineering on tracking and identity resolution.

• Repeat purchase rate, retention rate, and churn reduction
• Incremental (not just attributed) lifecycle revenue
• LTV and contribution margin lift
• Experiment velocity and adoption of measurable winners
• Team performance and development; vendor/platform ROI

• 5+ years of experience in a high-performance environment - DTC e-commerce, consumer brand, tech, or management consulting; prior retention or…