Head of Customer Growth & Retention

Spring Footwear Corp • Pompano Beach, FL

1d

About The Position

Spring Footwear is scaling its direct-to-consumer ecommerce business, including its flagship site springstepshoes.com. This is a strategic leadership role responsible for building and optimizing a unified customer growth engine that drives sustainable, profitable revenue growth. The Head of Customer Growth & Retention will partner closely with Ecommerce leadership to shape customer strategy, improve marketing efficiency, and maximize long-term customer value. This role offers the opportunity to lead the next phase of growth for an established DTC ecommerce business, build and scale a modern, data-driven customer growth organization, and own both customer acquisition and lifecycle retention strategy. The position directly influences revenue growth, profitability, and customer lifetime 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)
• Strong expertise in Customer segmentation and marketing automation
• Strong expertise in 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, and 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, and 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, and lifecycle-driven revenue contribution

What This Job Offers

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