Associate Director, Retention & Loyalty

Dr. Squatch•Marina del Rey, CA

2d•$170,000 - $188,000•Hybrid

About The Position

Dr. Squatch is looking for an Associate Director of Retention & Loyalty to lead one of the most critical functions in our DTC business. This is a senior strategic role responsible for the health and growth of our customer base, owning subscription, loyalty, and lifecycle marketing as integrated levers to drive retention, LTV, and long-term revenue. We’re looking for a strategic, analytically-driven leader, someone who thinks in frameworks, is deeply comfortable with data, and can operate at both the strategic and executional level. This role reports to the Chief Digital Officer and manages a team of five, including lifecycle, subscription, and loyalty functions. This is a full-time, hybrid role based in Marina Del Rey, CA.

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

Nice To Haves

Experience with DTC subscription, loyalty programs, and Lifecycle tools - Klaviyo, Recharge, or Postscript - is a plus

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