Director, Retention

The Director, Retention will oversee the ideation, development, implementation and measuring of CRM strategies and programs to enrich and differentiate the Love Wellness customer experience.  They will drive customer engagement and lifetime value through an analytical and empathetic approach to the customer journey, from brand awareness through loyal advocacy.  Reporting to the SVP of Growth, the Director will manage the Subscription business, marketing automation flows and platforms.  They will also lead the redesign and management of our loyalty program. The Director, Retention is a passionate digital leader, thinking creatively with a solution-oriented mindset. With both a strategic and analytical focus, the Director will continue to accelerate our digital business while partnering with cross functional teams.

Salary Range: $130,000-$150,000  (The actual compensation will depend on a variety of job-related factors which may include work experience, education, location, and skill level) 

Core Responsibilities:

• Formulate CRM strategies (based on customer lifecycle, brand pillars, launch activity) geared towards increasing qualified Customer Acquisition, Retention, Frequency, & Spend.
• Lead quantitative analysis of customer insights and develop analytical framework to define consumer segmentation and inform content strategy.  Work closely with the Marketing, Creative & Digital teams to activate, measure across KPI and continually optimize.
• Create customer journey maps and associated KPIs for key customer segments and execute tactics to test and continually improve critical touchpoints.
• Develop and implement programs for customer on-boarding, lifecycle management, lapsed initiatives and post-purchase flows by relevant audiences.
• Lead CRM creative briefing to develop impactful copy and visually disruptive assets that engage the customer with measurable impact across relevant KPI.
• Analyze and develop strategies to optimize Love Wellness’ Loyalty Program to further drive retention, increased purchase frequency, cross category purchases, and LTV.
• Plan and implement a comprehensive calendar to orchestrate all planned CRM programs and activities across all channels.
• Innovate by launching new CRM initiatives that leverage customer insight and new technologies.
• Create competitive case study reports, sharing CRM best practices and learnings from outside the beauty industry to inspire innovation.
• Develop comprehensive lifecycle and subscription reporting and ad hoc analysis that lead to actions that drive the business.   

Critical Skills/Experiences/Attributes:

• 7+ years of experience in CRM in health and wellness, beauty/cosmetics, CPG or a related industry.
• Must be local to the NYC area and willing to come into the office 3 days per week
• MUST have advanced analytical capabilities and be able to create and maintain advanced reporting (ie. churn analysis, etc)
• Strong experience in CRM and Consumer Analytics with a proven track record of driving CRM strategy and implementing effective Omni-channel communication.
• Experienced in CRM technology management, with an understanding and perspective of marketing and operational databases, segmentation, and campaign management.
• Well-grounded in direct marketing metrics, segmentation, data analysis and response measurement.
• Collaborative management style with internal and external partners.
• Resourcefulness to successfully operate with limited budgets and resources.
• Analytical and strategic planning to make quick, fact-based decisions.
• Strong relationship management and interpersonal skills.
• Complex problem-solving skills.
• Innovative and creative thinking and proven ability to persuade others towards an idea or goal.
• Comfortable presenting to all levels of management and can effectively communicate analyses and findings.
• Ability to handle & prioritize multiple tasks simultaneously.
• Excellent attention to detail, superior communication, customer service and follow-up skills.
• Established strong Project Management abilities.
• Advanced Microsoft Office knowledge and Microsoft Excel skills required.

We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of Love Wellness not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.