Director of Acquisition

ThriftBooks • Seattle, WA

2d • Hybrid

About The Position

ThriftBooks is seeking an experienced Director, Retention to lead customer retention, lifecycle marketing, and loyalty strategy across its direct-to-consumer eCommerce business. The role focuses on strengthening customer relationships, increasing repeat purchases and engagement, and growing customer lifetime value.

The Director will develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics. The role owns retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value. It leads and develops the Lifecycle & Loyalty Marketing team and partners with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance.

The position uses customer behavior, segmentation, experimentation, and analytics to improve customer experience and identify opportunities to increase engagement, retention, and lifetime value. It also provides strategic leadership for the ReadingRewards loyalty program, oversees select technology and vendor partners, and evolves ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology change. This is a hybrid position with in-person days in Tukwila, Washington. Base salary is $132,000–$180,000 per year, with individual salary determined by factors including business considerations, local market conditions, internal equity, and candidate qualifications.

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 direct-to-consumer 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.
• Legally authorized to work in the United States; ThriftBooks cannot provide employment visa sponsorship.
• Must be willing to authorize a background check.

Nice To Haves

• 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.

Responsibilities

• Develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics.
• Own key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value.
• Lead and develop the Lifecycle & Loyalty Marketing team.
• Partner with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance.
• Use customer behavior, segmentation, experimentation, and analytics to improve customer experience and identify opportunities to increase engagement, retention, and lifetime value.
• Provide strategic leadership for the ReadingRewards loyalty program.
• Oversee select technology and vendor partners.
• Help evolve CRM, personalization, and retention strategies as customer expectations and technology change.

Benefits

• Annual 10% bonus incentive.
• Competitive compensation package.
• Paid time off accrued at 15 days per year.
• Six paid holidays per calendar year.
• Medical and vision insurance.
• Dental insurance.
• Company-paid short-term and long-term disability insurance.
• Company-paid life insurance.
• 401(k) match program.
• Professional development and growth opportunities.
• Free books.

What This Job Offers

• Job Type: Full-time
• Career Level: Director