Director of Lifecycle and Retention

Nood•Austin, TX

About The Position

Nood is seeking a Director of Lifecycle and Retention to maximize customer retention and lifetime value across its beauty-device and skincare business. The role owns lifecycle strategy from a customer’s first interaction with Nood through repeat purchases, subscriptions, and long-term engagement. The position shapes acquisition offers, entry products, bundles, subscription propositions, and website merchandising to establish valuable customer relationships from the start. It connects those decisions to customer education, replenishment, cross-sell, and winback programs. Email and SMS are the primary owned channels, alongside website offers and merchandising that influence customer purchases and routines. This is a hands-on leadership role working directly with the CEO and future CMO. The Director sets strategy, executes programs, uses customer insights to influence marketing and ecommerce decisions, and manages program operations including deliverability, list health, consent, platform performance, and external agency or freelance resources.

Requirements

Experience leading lifecycle and retention for a growing consumer or ecommerce brand, with meaningful accountability for customer and revenue outcomes.
A track record of improving repeat purchase, retention, and customer lifetime value.
Experience shaping acquisition offers and website merchandising, with an understanding of how first-purchase decisions influence downstream customer behavior.
Deep hands-on expertise in Klaviyo and an SMS platform, including segmentation, automation, testing, and reporting.
Strong commercial judgment around bundles, discounting, subscriptions, and profitable growth.
Ability to translate cohort analysis and customer insights into clear priorities and effective programs.
Strong instincts for copy, creative, and customer experience.
Comfort moving between strategy and execution and working directly with senior leadership.

Nice To Haves

Experience in beauty, skincare, consumables, subscriptions, or a business combining durable products with recurring purchases.

Responsibilities

Build the lifecycle roadmap to increase retention, repeat purchase, purchase frequency, and customer lifetime value across the device and skincare business.
Partner with acquisition and marketing teams to shape introductory offers, entry products, and bundles, assessing which approaches attract customers who return, subscribe, and build value over time.
Lead lifecycle strategy for website bundles, subscription options, cross-sells, and product recommendations, partnering with ecommerce and creative teams to improve first-purchase conversion and long-term customer value.
Own email and SMS strategy, campaign planning, execution, and performance across acquisition nurture, abandonment, onboarding, product education, replenishment, cross-sell, and winback.
Develop connected customer journeys for device, skincare, and combined-product customers using purchase history, customer goals, and engagement.
Build programs that help customers use products consistently, replenish at the right time, and remain engaged with subscriptions.
Connect product launches to the existing customer base through coordinated education, offers, merchandising, and lifecycle communications.
Guide creative briefs, copy, and design while balancing selling, useful education, and a consistent brand voice.
Track cohorts from acquisition offer through repeat purchase and lifetime value; test offers, messaging, timing, and website experiences; and measure incremental impact and profitability alongside channel performance.
Manage deliverability, list health, consent, platform performance, and supporting agency or freelance resources.