Director of Customer Intelligence & Retention Marketing

Responsibilities

• The Director of Customer Intelligence & Retention Marketing owns everything that keeps customers buying, coming back and bringing others with them. You will set the strategy and run the execution across email, SMS, direct mail, loyalty, VIP and referral, and you will be the company's main point of contact for anything related to the customer.
• This role will own the strategy and evolution of Dagne Dover’s customer lifecycle, driving customer lifetime value, repeat purchase behavior, engagement, loyalty, and advocacy.
• We’re looking for a strategic, highly analytical leader who can connect customer behavior to business performance and build an integrated strategy across onsite capture and list growth, email, SMS, direct mail, loyalty, and other owned channels.
• This is a true builder role: you’ll be responsible for rebuilding lifecycle flows across strategy, logic, and design; establishing a clear customer data architecture; and leading list growth initiatives.
• The Role: Retention channels: email and SMS
• Own the strategy and day-to-day execution for email and SMS, from campaign planning through send and reporting.
• Rebuild every automated flow (welcome, browse and cart abandonment, post-purchase, replenishment, sunset and others), covering strategy, trigger logic, segmentation and creative design.
• Build and run an A/B testing roadmap for email and SMS, covering copy, subject lines, offers, creative, send times and cadence, and turn results into standing playbooks.
• Winback and lifecycle
• Own the customer winback strategy, defining lapse thresholds by segment and building the programs that bring lapsed customers back.

Requirements

• 7+ years in retention, CRM or lifecycle marketing, ideally at a direct-to-consumer brand, with 2+ years leading strategy or a team.
• Utilize AI-enabled tools and capabilities to enhance customer reporting and retention channels
• A track record of rebuilding email and SMS programs that measurably grew retention revenue.
• Proven experience building lifecycle strategies that measurably improve LTV, repeat purchase behavior, and customer economics, beyond attributed email and SMS revenue.
• Hands-on expertise with ESP and SMS platforms (such as Klaviyo, Attentive or Postscript), including flow logic and segmentation.
• Strong analytical skills: comfort with cohort analysis, LTV modeling and test design, and the ability to turn data into clear recommendations.
• Experience building or running loyalty, VIP or referral programs.
• A strong eye for creativity and copy, and the ability to brief designers and writers well.
• Experience with direct mail and brand partnerships.
• Clear communicator who can align leadership and cross-functional teams around the customer.