Director of Retention

ThriftBooks•Tukwila, WA

7h•$132,000 - $185,000•Hybrid

About The Position

ThriftBooks is seeking an experienced Director, Retention to lead customer retention, lifecycle marketing, and loyalty strategy across our direct-to-consumer eCommerce business. This role will focus on deepening customer relationships, increasing repeat purchase and engagement, and growing customer lifetime value. As the Director, Retention, you'll develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics. You'll own key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value. You'll lead and develop the Lifecycle & Loyalty Marketing team while partnering closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance. You'll use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value. You'll also provide strategic leadership for our ReadingRewards loyalty program, oversee select technology and vendor partners, and help evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology continue to change.

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 DTC 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 LTV, repeat purchase, purchase frequency, churn, reactivation, and cohort performance.
Strong analytical capabilities with 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.
Applicants must be legally authorized to work in the United States.
All candidates 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 across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics.
Own key 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 closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance.
Use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value.
Provide strategic leadership for our ReadingRewards loyalty program.
Oversee select technology and vendor partners.
Help evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology continue to change.