Senior Director, Retention & Acquisition
About The Position
Paula’s Choice is a global skincare leader redefining beauty through science-backed products and a customer-first approach. We are seeking a Senior Director of Retention & Acquisition to own and evolve our end-to-end customer growth strategy across omni-channel touchpoints — including direct-to-consumer (DTC), marketplace, and wholesale partners. This role goes beyond a traditional split of acquisition and retention—it requires a holistic view of the customer journey, from first touchpoint to long-term loyalty, across the U.S., Canada, and Australia. You will act as a strategic architect of growth, combining vision, execution, and leadership to deliver measurable outcomes. This is a unique opportunity for a data-driven, entrepreneurial leader to diagnose business challenges, identify high-leverage opportunities, and unlock the next phase of growth. You’ll be accountable for revenue acceleration, customer lifetime value, and market expansion, while leading a high-performing team and driving a culture of ownership, experimentation, and results.
Requirements
- 15+ years of progressive growth and marketing experience, ideally with omni-channel consumer brands in high-growth environments.
- Proven ability to lead and inspire performance-driven teams across acquisition, lifecycle, marketplace, and performance marketing.
- Deep understanding of full-funnel marketing, customer segmentation, and lifecycle optimization across multiple channels.
- Strong track record of scaling paid media budgets and optimizing retention programs to drive CLV.
- Experience expanding brands in NAM/AU markets, with a playbook for localizing strategy and scaling impact across DTC, marketplace, and wholesale.
- Exceptional fluency with martech and measurement tools (GA4, Segment, Klaviyo, Looker, Power BI).
- Confident communicator who distills complex data into clear narratives and business cases for senior leadership.
- Passion for innovation, test-and-learn culture, and accountability to results.
Responsibilities
- Own the full customer lifecycle: Develop integrated strategies across DTC, marketplace, and wholesale channels to attract, convert, and retain high-value customers.
- Customer acquisition: Scale paid media budgets across diverse channels (search, social, affiliate, TV, audio, OOH) while optimizing CAC and contribution margin across all sales channels.
- Retention & loyalty: Advance lifecycle marketing through segmentation, automation, and loyalty programming to deepen engagement, increase repeat purchase rates, and maximize CLV.
- Marketplace & wholesale growth: Partner with marketplace platforms (e.g., Amazon) and wholesale accounts to optimize acquisition, retention, and joint marketing strategies. Ensure alignment of brand messaging and customer experience across partners.
- Diagnose & unlock growth: Analyze funnel friction points, marketing performance, and customer behavior across channels to surface challenges and opportunities—then design and execute strategies to accelerate profitable growth.
- Market expansion: Identify and activate growth levers in the U.S. and other priority regions, tailoring messaging, media, and product focus by market and channel.
- Elevate personalization: Partner with CRM and product teams to deliver personalized journeys that connect acquisition with retention, ensuring seamless customer experiences across DTC, marketplace, and wholesale.
- Cross-functional collaboration: Partner with Creative, Brand, Merchandising, Analytics, and Finance to co-own revenue-driving strategies, product prioritization, and GTM planning.
- Bridge digital and physical: Develop strategies that connect online and offline experiences, including driving foot traffic, supporting store launches, and optimizing omni-channel conversion.
- Executive leadership: Act as a thought partner to the C-Suite, shaping growth vision, aligning cross-functional priorities, and presenting clear business cases to senior leadership.
- Innovation & experimentation: Champion a test-and-learn culture, leveraging data, technology, and emerging channels to stay ahead of market trends.
Benefits
- Generous paid time off, including time off to volunteer
- Learning and development resources to support personal and professional growth
- Wellness benefits like meditation app memberships, product discounts, and free samples of our amazing products
- Most roles are fully remote (roles that are required to be at our Seattle HQ can be found in the details section of this job post)
- Great location – for roles that are hybrid or fully onsite, we’re in the heart of Seattle’s beautiful International District
- Did we mention we’re a dog-friendly office?
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
51-100 employees
