Head of Customer Growth & Retention
About The Position
Build the Engine That Drives Customer Growth Spring Footwear is scaling its direct-to-consumer ecommerce business, including our flagship site springstepshoes.com, and we are seeking a senior leader to own and accelerate customer growth across the full lifecycle: Acquisition → Conversion → Retention → Loyalty. This is a strategic leadership role responsible for building and optimizing a unified customer growth engine that drives sustainable, profitable revenue growth. You will partner closely with Ecommerce leadership to shape customer strategy, improve marketing efficiency, and maximize long-term customer value.
Requirements
- 8–15+ years of experience in DTC ecommerce, lifecycle marketing, or growth leadership
- Proven success driving both customer acquisition and retention strategies
- Strong expertise in: Email & SMS platforms (Klaviyo or similar), Customer segmentation and marketing automation, Social media and community development
- Strong analytical capability with ability to connect data to strategy and execution
- Experience leading teams and cross-functional initiatives
- Ability to operate both strategically and hands-on in a fast-paced environment
Responsibilities
- Own the end-to-end customer lifecycle: acquisition, conversion, retention, loyalty
- Balance Customer Acquisition Cost (CAC) with Customer Lifetime Value (LTV)
- Develop integrated strategies that drive both new customer growth and repeat purchase behavior
- Align growth initiatives with merchandising, inventory, and promotional planning
- Partner with Ecommerce leadership to define and optimize acquisition strategy
- Guide performance marketing across key channels: Google (Search, Shopping), Meta (Facebook / Instagram), Affiliate and influencer programs
- Identify and scale new customer acquisition channels
- Ensure focus on high-quality, high-LTV customer acquisition
- Own and scale lifecycle marketing programs across all stages of the customer journey
- Develop and optimize: Welcome and onboarding flows, Post-purchase engagement journeys, Win-back and reactivation campaigns, Loyalty and VIP programs
- Lead segmentation and personalization strategies to maximize customer value
- Define and own social media and community growth strategy
- Partner with creative teams to establish brand voice and content direction
- Build engaged communities that drive repeat purchase behavior and brand advocacy
- Manage internal execution and external agency relationships
- Lead customer segmentation, cohort analysis, and lifecycle performance reporting
- Translate data insights into actionable growth strategies
- Identify opportunities to improve conversion, retention, and engagement
- Partner with Ecommerce team to improve: Website conversion rate (CVR), Funnel performance, Customer experience across digital touchpoints
- Lead A/B testing initiatives across messaging, offers, and journey design
- Build and lead the Customer Growth function
- Manage internal team members and external partners/agencies
- Establish a culture of accountability, speed, and continuous optimization
Benefits
- Competitive base salary
- Performance-based bonus tied to: Customer acquisition growth, LTV and retention performance, Lifecycle-driven revenue contribution
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
11-50 employees
