Job Location: Melville, NY or Boca Raton, FL (Must be able to reliably commute to one of these locations).
Hybrid Work Schedule: In-office and remote workdays.

ABOUT THE ROLE:

The ideal candidate will be a strategic self-starter, customer-obsessed lifecycle & retention marketing leader. This is a high-impact role for a creative thinker who thrives at the intersection of analytics, storytelling, and customer experience. The Director of Lifecycle and Retention Marketing will spearhead our end-to-end lifecycle and CRM marketing efforts.
This is both a strategic and hands-on role; you will be expected to make strategic decisions and promote innovative ideas while also providing significant day-to-day hand-on support. The person in this role will be responsible for developing the vision, roadmap, and performance strategy across all owned channels—email, SMS, onsite messaging, and emerging retention levers to increase engagement, conversion, retention, and lifetime value. We have a great customer base, and now we need you to maintain and develop retention by being their voice and ensuring that we are laser focused on making them happy.

WHAT YOU’LL DO:

• Build, execute and own the customer journey across email, SMS, and onsite touchpoints—from onboarding to retention to win-back, and set the strategic roadmap to drive customer engagement and LTV.
• Partner cross-functionally with Product, CX, and IT to optimize subscription management experience and proactively address at-risk customer segments.
• Build and manage customer lists and segments to grow the LTV of our customer base; Increase average-order-value and frequency of purchase.
• Lead the creation, implementation, and expansion of our email and SMS triggered program and additional messaging channels such as direct mail, focusing on driving conversions/retention via a multi-touchpoint retargeting approach.
• Design and launch loyalty programs and value-added initiatives that increase subscriber engagement and LTV.
• Analyze and optimize by owning and developing advanced yet comprehensive customer reports detailing all key retention and growth marketing metrics & trends.
• Establish clear testing and experimentation frameworks. Ensure a rapid pace of A/B or multivariate experiments to optimize key performance metrics; analyze findings, present recommendations, and scale as necessary.
• Monitor deliverability, inbox placement, IP/domain health and reputation.
• Document, define, and implement customer journeys, automation, and segmentation strategies through the analysis of customer behavior and purchase activity.
• Define, monitor, and enforce, email/messaging best practices including CAN-SPAM, CASL, and TCPA compliance.