Responsibilities

• What You Will Do: As the Director, Retention, you'll develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics. You'll own key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value.
• You'll lead and develop the Lifecycle & Loyalty Marketing team while partnering closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance. You'll use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value.
• You'll also provide strategic leadership for our ReadingRewards loyalty program, oversee select technology and vendor partners, and help evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology continue to change.

Requirements

• 10+ years of progressive experience in lifecycle marketing, CRM, customer retention, or loyalty, including 4+ years leading teams.
• Proven success developing and scaling retention and lifecycle strategies within an eCommerce or DTC environment.
• Deep expertise in CRM and lifecycle marketing, including automated customer journeys, personalization, segmentation, and owned communication channels.
• Experience developing or managing loyalty, rewards, affinity, or customer engagement programs.
• Strong understanding of retention economics and performance metrics, including LTV, repeat purchase, purchase frequency, churn, reactivation, and cohort performance.
• Strong analytical capabilities with experience using customer data, segmentation, testing, and analytics to guide strategy and investment.
• Experience with CRM and marketing automation platforms, customer data and segmentation tools, and retention measurement frameworks.
• Proven ability to lead high-performing teams and collaborate effectively across Marketing, Product, Analytics, Technology, and Finance.
• Bachelor’s degree in Marketing, Business, Analytics, or a related field, or equivalent relevant experience.

Preferred

• Experience in a high-frequency, low-AOV, high-SKU-count, or similarly complex eCommerce environment.
• Experience developing or evolving customer loyalty and rewards programs.
• Experience with personalization, recommendation systems, affinity programs, and/or mobile lifecycle marketing.
• Passion for books, reading, and sustainability.

Benefits

• Annual 10% bonus incentive
• Competitive compensation package
• Earn Paid Time Off at Accrual Rate of 15-days per year
• Six Paid Holidays per calendar year
• Medical & Vision Insurance
• Dental Insurance
• Company paid STD/LTD
• Company paid Life Insurance
• 401k match program
• Professional development & growth opportunities