Director of Retention

ThriftBooks•Tukwila, WA

22h•$132,000 - $180,000•Hybrid

About The Position

ThriftBooks is seeking an experienced Director of Retention to lead customer retention, lifecycle marketing, and loyalty strategy across its direct-to-consumer eCommerce business. The role focuses on deepening customer relationships, increasing repeat purchase and engagement, and growing customer lifetime value. The Director will develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics. The role owns key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value. It leads and develops the Lifecycle & Loyalty Marketing team and partners closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance. The Director will use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value. The role also provides strategic leadership for the ReadingRewards loyalty program, oversees select technology and vendor partners, and helps evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology change. This is a hybrid position with in-person days in Tukwila, Washington.

Requirements

10+ years of progressive experience in lifecycle marketing, CRM, customer retention, or loyalty, including 4+ years leading teams.
Proven success developing and scaling retention and lifecycle strategies within an eCommerce or direct-to-consumer environment.
Deep expertise in CRM and lifecycle marketing, including automated customer journeys, personalization, segmentation, and owned communication channels.
Experience developing or managing loyalty, rewards, affinity, or customer engagement programs.
Strong understanding of retention economics and performance metrics, including lifetime value, repeat purchase, purchase frequency, churn, reactivation, and cohort performance.
Strong analytical capabilities and experience using customer data, segmentation, testing, and analytics to guide strategy and investment.
Experience with CRM and marketing automation platforms, customer data and segmentation tools, and retention measurement frameworks.
Proven ability to lead high-performing teams and collaborate effectively across Marketing, Product, Analytics, Technology, and Finance.
Bachelor’s degree in Marketing, Business, Analytics, or a related field, or equivalent relevant experience.
Must be legally authorized to work in the United States; employment visa sponsorship is not available.
Must be willing to authorize a background check.

Nice To Haves

Experience in a high-frequency, low-AOV, high-SKU-count, or similarly complex eCommerce environment.
Experience developing or evolving customer loyalty and rewards programs.
Experience with personalization, recommendation systems, affinity programs, and/or mobile lifecycle marketing.
Passion for books, reading, and sustainability.

Responsibilities

Develop and lead an integrated retention strategy spanning Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics.
Own retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value.
Lead and develop the Lifecycle & Loyalty Marketing team.
Partner with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance.
Use customer behavior, segmentation, experimentation, and analytics to improve customer experience and increase engagement, retention, and lifetime value.
Provide strategic leadership for the ReadingRewards loyalty program.
Oversee select technology and vendor partners.
Evolve CRM, personalization, and retention strategies in response to changing customer expectations and technology.