Director of Retention

Live it Up • New York City, NY

1d • Hybrid

About The Position

Live it Up is seeking a Director of Retention to own the health and growth of its subscriber base. The role will identify where and why customers churn, develop strategies and programs to improve retention, and grow customer lifetime value. The Director will own retention strategy while also executing it directly and helping build the retention team.

The position covers subscription experience design and optimization across onboarding, post-purchase, replenishment, cancellation, save, and win-back moments. It also includes cohort analysis, LTV modeling, retention reporting, experimentation, loyalty and referral program development, cross-selling across the product portfolio, and using product improvements and launches to deepen customer engagement. The role will use AI and automation across analysis, reporting, personalization, and execution, and collaborate with acquisition, product, brand and creative, and technology and analytics teams.

Live it Up makes natural superfood supplement powders and has a four-product portfolio, with additional product launches planned. The role is based in the company's New York City office and follows a hybrid work model.

Requirements

• 8+ years of experience in retention, growth, analytics, or subscription strategy, with a record of measurable improvements in LTV, churn, and repeat rate.
• Experience scaling a direct-to-consumer brand in a growth environment.
• Ability to work directly with raw data and strong skills in cohort analysis, LTV modeling, A/B testing, and cohort reporting.
• AI-native approach, including using tools to increase efficiency, automate manual work, and uncover insights.
• Business-owner mindset and ability to connect retention with product, launch, and inventory decisions.
• Experience managing a loyalty or referral program and measuring and testing approaches to increase customer return.
• Ability to partner across acquisition, product, brand and creative, and technology and analytics teams.
• Ability to thrive in a fast-paced environment and adapt when plans change.
• Strong understanding of customer rituals, relationships, and long-term value.

Nice To Haves

• Experience with Klaviyo and Recharge.
• Experience scaling a subscription brand past $100 million ARR.
• Experience managing retention programs through a product reformulation or relaunch.
• Experience launching new products to an existing subscriber base.
• Experience building retention strategies in a clinical-claim-sensitive category.

Responsibilities

• Assess the subscriber base, identify where and why customers churn, and develop ideas, tests, and programs to reduce it.
• Own cohort analysis, LTV modeling, and retention reporting, translating data into recommendations for daily decisions and long-term strategy.
• Design and optimize subscription experiences across onboarding, post-purchase, replenishment, cancellation, save, and win-back touchpoints, including email and SMS.
• Partner with the product team to turn formula improvements, product launches, and flavor releases into customer engagement and retention strategies.
• Design and launch a loyalty and referral program that encourages customers to make wellness a lasting ritual.
• Develop retention and cross-sell strategies across the company's growing product portfolio.
• Use AI and automation for analysis, reporting, personalization, and execution.
• Set the retention vision and strategy, execute programs directly, and help build the retention team.
• Collaborate with acquisition, product, brand and creative, and technology and analytics teams to deliver a unified customer experience.

What This Job Offers

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