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About the Role
This senior leadership role is responsible for defining the vision and driving strategies to increase customer membership, improve retention, and reduce churn across DTC and Hair Color Bar channels. The position owns membership and retention programs, develops the strategic roadmap, collaborates with stakeholders to enhance client satisfaction, and utilizes data to execute initiatives that boost long-term retention and customer lifetime value. The role manages one direct report.
Responsibilities
- Define and own the long-term vision and strategic roadmap for membership and retention across DTC and Hair Color Bar channels.
- 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.
- Identify and prioritize growth opportunities across the member lifecycle.
- Develop and manage comprehensive churn reduction strategies.
- Create and execute omni-channel client retention strategies.
- Lead membership programs across HCB and DTC, including launch activities and growth initiatives.
- Collaborate with the eCommerce & HCB Field team to grow LTV across membership segments.
- Partner with key stakeholders across HCB, Digital, CRM, and Creative teams to optimize membership programs.
- Monitor and improve customer satisfaction metrics.
- Provide monthly insights and strategic recommendations based on customer feedback.
- Act as the brand specialist and advocate for the customer.
- Partner with Digital and CRM teams to deliver data-driven retention campaigns and personalized experiences.
- Collaborate with the Creative team to develop engaging content and messaging.
- Identify opportunities to optimize customer touchpoints across the digital and physical customer journey.
- Own and report on membership and retention KPIs.
- Leverage data analytics to inform decision-making and improve strategies.
- Lead, mentor, and develop the Membership Marketing Associate.
- Foster a high-performance, customer-centric team culture.
Requirements
- 10+ years of experience in customer membership, retention marketing, or related roles.
- Demonstrated experience in both DTC and omni-channel environments.
- Proven track record of developing and executing successful membership and retention strategies that drive measurable improvements in LTV, churn, and ARPU.
- Experience managing or influencing teams.
- Track record of leading cross-functional initiatives at a senior level.
- Experience with CRM platforms, membership or subscription program management, and data-driven marketing strategies.
Skills
- Strategic thinking
- Strong analytical skills
- Data-driven decision-making
- Excellent communication skills
- Collaboration skills
- Ability to influence cross-functional teams and senior stakeholders
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Senior Director
- 10+ years
Education Level
- Bachelor’s degree in Business, Marketing, or a related field
Salary/Compensations
- $175,000 - $185,000
Benefits
- Comprehensive Healthcare
- 100% Company Paid Short and Long Term Disability
- 401k Participation and Equity Grants
- Continuing Education Contributions
- HSA Employer Contributions and FSA Options
- Parental Leave Program
- Commuter Benefits
- Responsible Paid Time Off Program
- Complimentary Madison Reed Products + Discounts on Hair Color Bar Services
- Company sponsored events
About the Company
- Madison Reed is disrupting a $50 billion industry with revolutionary omnichannel professional hair color options for home or salon use.
- Founded in 2013, the company offers products through its website, in-store pickup, and appointments at its growing network of Hair Color Bars.
- The company lives its values of Love, Joy, Courage, Responsibility, and Trust, fostering a culture of transparency, accountability, and fun.
- Madison Reed is committed to diversity, inclusion, and supporting its team members.
- The company is dedicated to the ultimate client experience, product innovation, and leveraging beauty technology.
Equal Opportunity
- Madison Reed complies with the Fair Chance Ordinance and will consider employment for qualified applicants with arrest and conviction records.
- Madison Reed is an equal opportunity employer committed to recruiting, training, compensating, and promoting employees regardless of race, color, religion, sex, disability, national origin, age, sexual orientation, gender, or any other protected class.
- The company is dedicated to reflecting the diversity, multiculturalism, and inclusion found in the communities it serves.
- Reasonable accommodation is provided as needed to complete the interview process.