Director of Customer Intelligence & Retention Marketing

Dagne Dover•New York, NY

11d•$120,000 - $130,000

About The Position

The Director of Customer Intelligence & Retention Marketing owns Dagne Dover’s customer lifecycle strategy and execution, from first purchase through long-term loyalty and advocacy. The role leads customer retention and intelligence initiatives across email, SMS, direct mail, loyalty, VIP, referral, onsite capture and list growth. It is a hands-on builder position responsible for evolving lifecycle programs, rebuilding automated flows, establishing customer data architecture, and using customer insights to improve lifetime value, repeat purchases, engagement and customer economics. The Director is the company’s main point of contact for customer-related matters and partners with ecommerce, creative, product, customer service, finance and leadership.

Requirements

At least 7 years of experience in retention, CRM or lifecycle marketing.
At least 2 years leading strategy or a team.
A track record of rebuilding email and SMS programs that measurably increased retention revenue.
Proven experience building lifecycle strategies that measurably improve lifetime value, 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, including comfort with cohort analysis, lifetime value modeling and test design, and the ability to turn data into clear recommendations.
Strong creative judgment and copy skills, with the ability to brief designers and writers effectively.
Clear communication skills and the ability to align leadership and cross-functional teams around the customer.

Nice To Haves

Experience at a direct-to-consumer brand.
Experience building or running loyalty, VIP or referral programs.
Experience with direct mail and brand partnerships.

Responsibilities

Own email and SMS strategy and day-to-day execution, including campaign planning, sends and reporting.
Rebuild automated lifecycle flows, including welcome, browse and cart abandonment, post-purchase, replenishment and sunset flows; define their strategy, trigger logic, segmentation and creative.
Develop and execute an A/B testing roadmap for email and SMS, test copy, subject lines, offers, creative, send times and cadence, and turn results into playbooks.
Own customer winback strategy, define lapse thresholds by segment, and build programs to re-engage lapsed customers.
Map the customer lifecycle and establish a goal, message and owner for each stage.
Own the loyalty program, including its structure, rewards, tiers and economics.
Build and personally manage a VIP inner circle of the top 50 customers through high-touch experiences, early access and direct relationships.
Own and grow the referral program as an acquisition channel.
Own CRM and customer data architecture, including how customer data is captured, structured, segmented and connected across tools.
Generate and share customer insights across the company, including cohort analysis, lifetime value, purchase behavior and churn drivers.
Serve as the main point of contact for customer-related matters and partner with ecommerce, creative, product, customer service and finance.
Manage the promotional calendar and determine how promotions are applied to customer segments, balancing offers and frequency to protect margin and customer health.
Own direct mail strategy and execution, including audience selection, creative, vendors and measurement against digital channels.
Represent list growth and customer acquisition through brand partnerships, co-marketing, collaborations and list swaps.
Own email and SMS capture across the site and partner touchpoints.
Use AI-enabled tools and capabilities to enhance customer reporting and retention channels.