Director of Retention

ALLIES OF SKIN • Los Angeles, CA

1d • $150,000 - $180,000 • Hybrid

About The Position

Allies of Skin is looking for a Director of Retention to own the strategy and lead the team in the day-to-day execution of everything that keeps our customers coming back: email, SMS, subscription, loyalty, and customer service. This is a player/coach role where you'll set the retention roadmap and lead a small team, but also be comfortable being hands-on in the platforms yourself by building flows, QA'ing sends, and digging into the data. As a luxury DTC skincare brand, tone, positioning, and customer experience matter as much as performance metrics to maintain our premium positioning.

Requirements

• 7+ years in retention, lifecycle, or CRM marketing, with meaningful experience in luxury or premium DTC (skincare, beauty, or adjacent categories strongly preferred)
• Proven player/coach experience — you've led a team and stayed hands-on in platforms like Klaviyo, PostScript, Yotpo, Gorgias, or similar
• Direct experience owning subscription and/or loyalty programs, not just email/SMS
• Familiarity with customer service operations and how CX connects to retention economics
• Practical experience using AI tools to improve marketing or CX workflows (not just theoretical interest)
• Strong data fluency — comfortable in dashboards and raw data, not just campaign reporting
• An eye for premium brand tone; you understand that retention in luxury looks different than retention in mass-market DTC
• Ability to perform essential duties, with or without reasonable accommodation
• Ability to operate independently in a fast‑paced, ambiguous environment
• Strong self‑management, prioritization, and ownership of outcomes
• Proactive problem‑solving and clear, consistent communication

Nice To Haves

• Experience with international/multi-territory retention programs preferred
• Experience building or improving retention tech stacks and integrations preferred

Responsibilities

• Strategic oversight of the full lifecycle and campaign calendar across email and SMS, from acquisition through win-back
• Hands-on build and execution in platform (segmentation, flows, A/B testing, deliverability health)
• Balancing revenue targets with a premium brand voice and cadence appropriate to a luxury customer
• Strategic planning for new product launches within collaborative, cross-channel campaigns
• Ownership of subscription strategy, growth, and retention mechanics (plan design, save-offers, churn reduction, win-back)
• Partnering with product and CX to reduce friction in the subscription experience
• Strategic direction for the loyalty program, including tiering, rewards structure, and how loyalty integrates with email/SMS and subscription touchpoints
• Using loyalty data to inform segmentation and personalization across retention channels
• Oversight of customer service strategy and performance, ensuring service experience reinforces the luxury brand promise
• Working cross-functionally to close the loop between CX insights and retention/lifecycle strategy
• CS agency oversight and feedback support
• Managing and developing the CRM team, platform partners and agency support
• Working in close collaboration with Ecommerce, Paid Media and Brand teams
• Setting priorities, reviewing work, and being the point of escalation across all four pillars above
• Identifying and implementing AI tools across retention workflows — content generation, segmentation, personalization, reporting, and QA
• Evaluating the Customer Service platform and structure to determine if and when AI can support customers in getting faster, accurate resolution for their tickets
• Comfortable evaluating and piloting new AI-driven approaches rather than waiting for them to be handed down
• Perform other duties as assigned

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• Flexible work environment offering hybrid options, generous paid time off, paid holidays, and a paid day off to celebrate your birthday
• 401(k) plan with company match
• Exclusive product perks for Allies employees
• A collaborative, innovative, and inclusive company culture

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed