Director of Customer Retention

About Us:

Equi.Life is a dynamic fast fast-growing health and wellness company that offers premium, natural supplements, protocols, at-home lab tests, and anti-aging products. We are a virtual company with management and staff located across the country and we ship our custom-formulated nutritional products globally...

Position Overview:

The Director of Customer Retention will develop, execute, and manage strategies that improve customer retention and loyalty. This role requires a deep understanding of customer behavior, analytics, and lifecycle marketing, focusing on increasing customer lifetime value (CLV) and reducing churn. The Director will work within EquiLife?s marketing team, with ongoing interaction with product, tech, finance, health, and data teams to optimize retention programs and enhance the customer experience. This role reports to the VP of Marketing.

Key Responsibilities:

Retention Strategy Development:
? Create and execute a comprehensive customer retention strategy that converts first-time buyers to long-term customers.
? Develop data-driven initiatives to improve customer engagement, reduce churn, and increase repeat purchases.
? Build personalized lifecycle marketing programs to nurture long-term relationships with customers.

Customer Segmentation & Personalization:
? Leverage customer data to create segmented marketing campaigns aimed at improving retention across various customer cohorts.
? Work with data teams to ensure the personalization of communication based on the source of acquisition, customer behavior, preferences, and purchasing history.

Lifecycle Marketing Campaigns:
? Oversee the creation and execution of multi-channel lifecycle marketing campaigns, including email, SMS, push notifications, and in-app messaging.
? Develop automated workflows for onboarding, re-engagement, and win-back campaigns, optimizing them for maximum performance.
? Identify opportunities to enhance post-purchase experiences, loyalty programs, and customer support initiatives.

Analytics & Reporting:
? Use data analytics and customer insights to identify key drivers of retention and areas for improvement.
? Track and analyze customer metrics, such as CLV, churn rate, retention rate, and repeat purchase rates.
? Provide regular reporting on the performance of retention initiatives and make data-backed recommendations for improvement.

Team Dynamic:
? Foster a collaborative culture across departments to ensure alignment with retention goals.
? Be a team player with the ability to forge new partnerships that bridge people and teams

Budget & Vendor Management:
? Under direction from the VP of Marketing, manage retention budgets and ensure efficient allocation of resources to high-impact initiatives.
? Partner with external vendors, such as subscription partners, email marketing partners, text messaging partners, and loyalty partners to ensure best practices are followed and performance is optimized.

Key Qualifications: ? Bachelor?s degree in Marketing, Business, Data Analytics, or a related field. ? 7+ years of experience in e-commerce or digital marketing, with a focus on customer retention. ? Proven track record of developing and scaling retention strategies that drive measurable results. ? Strong understanding of CRM tools, email marketing platforms, and lifecycle marketing. ? Exceptional data analysis skills, with proficiency in tools such as Google Analytics, Excel, and data visualization platforms. ? Experience with customer loyalty programs, subscription models, or recurring revenue businesses. ? Excellent leadership and project management skills, with the ability to collaborate effectively across teams. ? Strategic thinker with the ability to see the big picture and also pay attention to detail to execute with excellence. ? Strong communication and interpersonal skills.

Preferred Skills:
? Knowledge of A/B testing and optimization frameworks.
? Experience working with MarTech tools like Klaviyo, PostScript, and HubSpot.
? Ability to adapt quickly to changing industry trends and customer behaviors.
? Experience in the health & wellness and/or beauty industry is preferred, but not required

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