Sr Director, Membership and Retention

Madison Reed•San Francisco, CA

8d•$175,000 - $185,000•Remote

About The Position

The Senior Director, Membership & Retention sets the vision and drives strategies to grow customer membership, improve retention, and reduce churn across Madison Reed’s direct-to-consumer (DTC) and Hair Color Bar (HCB) channels. This senior leader owns membership and retention programs, defines the strategic roadmap, partners with stakeholders to optimize client satisfaction, and uses data-driven insights to improve long-term retention and customer lifetime value. The role manages one direct report, the Membership Marketing Associate, and is full-time and remote. Travel from home may be up to 5% for industry events, team meetings, Quarterly Business meetings, and company-sponsored events. The position reports on membership and retention KPIs to the SVP of eCommerce and the Executive leadership team. The stated base salary range is $175,000–$185,000. Starting pay within the range may depend on geography or market, skills, education, experience, and other qualifications.

Requirements

10 or more years of experience in customer membership, retention marketing, or related roles, with demonstrated experience in both DTC and omnichannel environments.
Proven track record of developing and executing successful membership and retention strategies that measurably improve lifetime value, churn, and average revenue per user (ARPU).
Experience managing or influencing teams and leading cross-functional initiatives at a senior level.
Experience with CRM platforms, membership or subscription program management, and data-driven marketing strategies.
Strong strategic thinking and analytical skills, with a data-driven approach to decision-making.
Excellent communication and collaboration skills, including the ability to influence cross-functional teams and senior stakeholders.
Bachelor’s degree in Business, Marketing, or a related field.

Responsibilities

Define and own the long-term vision and strategic roadmap for membership and retention across DTC and Hair Color Bar channels, aligned with company business objectives.
Serve as the internal authority and executive champion for membership and retention strategy, influencing senior leadership with data-backed recommendations.
Monitor competitive trends and best practices in loyalty, membership, and subscription models to evolve programs and maintain competitive positioning.
Identify and prioritize growth opportunities across the member lifecycle, from acquisition through long-term retention, for in-store HCB and online DTC segments.
Develop and manage churn-reduction strategies to measurably decrease churn across DTC and Hair Color Bar channels.
Create and execute omnichannel client retention strategies across owned channels, including DTC and Hair Color Bars.
Lead HCB and DTC membership programs, including launch activities, growth initiatives, and activations for new and existing clients, in partnership with HCB field and eCommerce leaders.
Collaborate with eCommerce and HCB Field teams to grow lifetime value across membership segments.
Partner with HCB, Digital, CRM, and Creative stakeholders to optimize membership programs and achieve take-rate, retention, and engagement goals.
Monitor and improve customer satisfaction measures, including CSAT, NPS, and customer reviews, to drive retention and brand advocacy.
Provide monthly customer-feedback insights and strategic recommendations to improve satisfaction and member retention.
Advocate for customers using surveys, persona development, and other tools to align marketing and creative strategies with client needs.
Partner with Digital and CRM teams to deliver data-driven retention campaigns and personalized online and offline experiences.
Collaborate with Creative to develop content and messaging that resonates with target personas and supports retention.
Identify opportunities to optimize customer touchpoints across digital and physical customer journeys.
Own and report membership and retention KPIs, providing regular progress updates and initiative reporting to the SVP of eCommerce and Executive leadership team.
Use data analytics to inform decisions and continuously improve membership and retention strategies in collaboration with Finance.
Lead, mentor, and develop the Membership Marketing Associate through clear goals, professional development, and performance guidance.
Foster a high-performance, customer-centric team culture focused on impact, collaboration, and continuous improvement.