Director, Retention Marketing

Trove•New York City, NY

20h•Hybrid

About The Position

Trove is building a mobile experience that brings together collectibles, culture, community, and commerce. The Director, Retention Marketing will build and own the company’s retention function from scratch, including lifecycle strategy, CRM, promotions, rewards, testing, and performance outcomes. This is a hands-on role for someone experienced in building retention and CRM for an early-stage consumer product, working directly in CRM tools rather than managing the function from a distance. The role works closely with Trove’s founders, Design, and Engineering to establish retention strategy, make promotion and incentive decisions with incomplete information, and create systems that allow testing to run with less manual effort. The Director will own retention and share-of-wallet KPIs, use data to guide decisions, and help turn engagement into loyal, repeat collectors. The position is based in or requires willingness to work from New York, with three days per week in the office.

Requirements

At least 7 years of hands-on CRM, lifecycle, or retention marketing experience for a B2C product.
Experience owning retention, repeat-purchase, and lifetime-value metrics and defending the underlying numbers.
Deep expertise running promotions and rewards programs.
Fluency with CRM and lifecycle tools.
Technical and analytical skills, including comfort with SQL and independently analyzing data.
Experience building a retention function or system from zero.
Based in New York or willing to work from New York.

Nice To Haves

Background in gaming, fintech, crypto, or collectibles.

Responsibilities

Lead, run, and iterate CRM and lifecycle campaigns across email, push, SMS, and in-app messaging.
Build a high-velocity testing engine for offers, loyalty, and rewards, scaling or stopping initiatives based on data.
Partner with Design to develop creative and messaging for collectors at each lifecycle stage.
Own retention and share-of-wallet KPIs and substantiate promotion and reward decisions with data.
Own campaign segmentation and lifecycle tracking, partnering with Engineering to automate them.
Design and manage promotions and rewards programs that drive engagement without eroding margin.
Build campaigns around collectibles culture and relevant moments.
Use AI automation to handle routine work and focus time on work requiring human judgment.
Create and own the retention function, lifecycle strategy, testing processes, and outcomes.
Make decisions quickly, test initiatives, and use performance data to optimize campaigns.