Remote Director of Retention

Summary

Join us at Freebird, a leader in men's grooming and personal care, as we search for a dynamic Director of Retention to drive customer lifetime value (LTV), lifecycle marketing, subscriber retention, churn prevention, and customer loyalty.

Requirements

• Mandatory Experience: subscription management within a DTC physical product subscription company
• Proven Retention Expertise: 5+ years of experience in retention, lifecycle, and CRM
• Strategic DTC Marketing Skills: Strong background in crafting and executing DTC lifecycle marketing strategies, with a specific focus on customer retention and LTV growth
• Email & SMS Marketing Expertise: Deep understanding of email/SMS marketing strategy, including segmentation, personalization, and campaign optimization
• Data Analysis Proficiency: Skilled in using data to make informed decisions, track KPIs, and refine retention strategies

Responsibilities

• Increase Subscriber LTV & Engagement: Spearhead initiatives to elevate our blade subscription service, focused on reducing churn and maximizing subscriber AOV through personalized lifecycle strategies and compelling offers
• Retention Channels Ownership: Lead and expand Freebird’s key retention channels, including email, SMS, loyalty programs, and referrals, transforming these channels into robust customer engagement tools
• Subscriber Lifecycle Mastery: Design and execute subscriber retention strategies that build loyalty, reduce churn, and enhance overall customer experience to create long-term, active subscribers
• Team Leadership & Mentorship: Manage and mentor a team of email/SMS marketers, guiding ideation, campaign development, and execution for both new customer acquisition and existing customer engagement
• Loyalty & Referral Programs: Develop innovative loyalty and referral initiatives to increase retention and transform subscribers into brand advocates
• Data-Driven Retention Analysis: Use data to drive decisions, collaborating closely with growth and finance teams to analyze and optimize key metrics, including LTV, AOV, and retention rates
• Customer Experience Leadership: Leverage experience in customer experience and support to lead CX initiatives that directly impact satisfaction and retention

Benefits

• Full Remote Flexibility: Enjoy the freedom to work from your desired location
• Comprehensive Medical Benefits: Your health is paramount; benefit from our top-tier medical offerings
• Competitive Compensation & Bonuses: Receive a generous salary complemented by substantial performance bonuses, structured to align with the collective goals of our team
• 401k
• Unlimited PTO: Find your rhythm, balancing work and rest on your terms