Director of Retention

Alphalion

1d•$130,000 - $150,000•Remote

About The Position

Alpha Lion is looking for a Director of Retention to own their retention engine end-to-end. This role involves deeply understanding customers' goals, behaviors, and reasons for staying or leaving, and leveraging this understanding to create a competitive advantage. The position is hands-on, requiring the individual to be involved in data analysis, platform management, and the details of the post-purchase journey to identify and execute strategies that grow Customer Lifetime Value. The work directly influences the company's ability to acquire new customers aggressively and profitably.

Requirements

7-10+ years in Retention, Lifecycle/CRM, or Subscription growth within DTC e-commerce, including several years in a senior or leadership capacity.
Proven track record managing a subscription book of 25,000+ active subscribers, or a clear, defensible reason your trajectory doesn't fit that exact benchmark (e.g., took a brand from 0 to meaningful scale, or ran retention for a high-LTV/lower-volume premium brand).
Demonstrable retention impact — a specific, defensible track record of moving NRR, gross churn, or LTV by meaningful points, and generating $25M+ in retention-driven revenue.
Deep, hands-on expertise across the modern retention stack: Klaviyo (email), Attentive or equivalent (SMS), Recharge/Skio/Stay or equivalent (subscription), Shopify, and the data infrastructure that connects them.

Nice To Haves

Background in health, wellness, supplements, beauty, or premium lifestyle DTC.
Track record designing and executing loyalty programs at scale.

Responsibilities

Own the retention calendar end-to-end — offers, incentives, LTOs, launches, cross-sell, and reactivation — partnering with Brand and Growth on GTM strategy.
Own subscription performance and economics: take rate, churn, reactivation, subscriber LTV/LTR, and contribution margin.
Build and scale a world-class subscription and loyalty experience, from onboarding through offboarding, in partnership with Product and Operations.
Lead lifecycle and CRM end-to-end (Email, SMS, Push) — strategy, segmentation, automated journeys, and continuous testing across messaging, offers, and timing.
Build a customer intelligence engine: leverage behavioral data, cohorts, NPS, reviews, and zero-party data to uncover the highest-impact opportunities across the customer journey.
Build and develop a lean, high-performing retention team, with clear ownership, KPIs, and operating cadences.