Associate Director, Retention & Loyalty

Responsibilities

• Own the retention strategy for Dr. Squatch’s DTC business — defining how subscription, loyalty, and lifecycle marketing work together to maximize customer retention and LTV
• Lead the ongoing revamp of our subscription and loyalty programs — defining the experience, value proposition, and roadmap in close partnership with Digital Product and Growth
• Oversee lifecycle marketing across email, SMS, and direct mail — setting strategic direction, prioritizing the roadmap, and managing a high-performing team to execute
• Own the retention P&L — setting annual targets, tracking performance against plan, and providing regular updates to finance and executive leadership
• Serve as a strategic thought partner to the Chief Digital Officer — synthesizing performance data, customer insights, and market trends into clear recommendations and business cases
• Build and develop a team of five, fostering a culture of analytical rigor, ownership, and continuous improvement
• Manage key vendor relationships across retention and lifecycle platforms (Klaviyo, Postscript, Recharge, Postpilot, and others) to ensure the business is getting maximum value

Requirements

• 8+ years of experience in a high-performance environment — management consulting, DTC ecommerce, consumer brand, or tech; prior retention or subscription experience strongly preferred
• Deeply analytical — you build models, interpret complex data sets, and translate findings into strategy; experience with Looker or similar BI tools a plus
• Strategic thinker and clear communicator — you can synthesize ambiguous problems into structured recommendations and present confidently to executive audiences
• Proven people manager who develops strong teams and drives results through others
• Fluent with AI tools (Claude, ChatGPT, or similar) and comfortable integrating them into how you and your team work
• Entrepreneurial and ownership-oriented — you set direction without being told to, and you hold yourself and your team accountable to outcomes
• Experience with DTC subscription, loyalty programs, and Lifecycle tools - Klaviyo, Recharge, or Postscript - is a plus

Preferred

• Experience with DTC subscription, loyalty programs, and Lifecycle tools - Klaviyo, Recharge, or Postscript - is a plus
• Looker or similar BI tools a plus
• AI tools (Claude, ChatGPT, or similar) and comfortable integrating them into how you and your team work

Benefits

• We offer a competitive salary in a growth-focused & collaborative team environment. Benefits include medical, dental, vision, 401k with Squatch match, and PTO. We also have great perks like healthy snacks, frequent company events, and of course, free products!