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About the Role
The Director of Customer Intelligence & Retention Marketing will own the strategy and evolution of the customer lifecycle, driving customer lifetime value, repeat purchase behavior, engagement, loyalty, and advocacy. This role requires a strategic, highly analytical leader to connect customer behavior to business performance and build an integrated strategy across multiple channels.
Responsibilities
- Own the strategy and day-to-day execution for email and SMS, from campaign planning through send and reporting.
- Rebuild automated flows (welcome, browse and cart abandonment, post-purchase, replenishment, sunset and others), covering strategy, trigger logic, segmentation and creative design.
- Build and run an A/B testing roadmap for email and SMS, covering copy, subject lines, offers, creative, send times and cadence, and turn results into standing playbooks.
- Own the customer winback strategy, defining lapse thresholds by segment and building the programs that bring lapsed customers back.
- Map the full customer lifecycle and ensure every stage has a clear goal, message and owner.
- Own the loyalty program, including structure, rewards, tiers and economics.
- Build and personally manage the VIP inner circle of top customers, with high-touch experiences, early access and direct relationships.
- Own the referral program and grow it into a meaningful acquisition channel.
- Own the CRM and the customer data architecture: how customer data is captured, structured, segmented and connected across tools.
- Turn customer data into insights the whole company uses, including cohort analysis, LTV, purchase behavior and churn drivers.
- Serve as the main point of contact for anything related to the customer, partnering with ecommerce, creative, product, customer service and finance.
- Manage the promotional calendar and decide how each promotion uses customer segments.
- Protect margin and customer health by matching offers and frequency to the right segments rather than discounting to everyone.
- Own direct mail strategy and execution, including audience selection, creative, vendors and measurement against digital channels.
- Be the voice of list growth and customer acquisition through brand partnerships, co-marketing, collaborations and list swaps.
- Own email and SMS capture across site and partner touchpoints.
Requirements
- 7+ years in retention, CRM or lifecycle marketing, ideally at a direct-to-consumer brand, with 2+ years leading strategy or a team.
- Utilize AI-enabled tools and capabilities to enhance customer reporting and retention channels.
- A track record of rebuilding email and SMS programs that measurably grew retention revenue.
- Proven experience building lifecycle strategies that measurably improve LTV, repeat purchase behavior, and customer economics, beyond attributed email and SMS revenue.
- Strong analytical skills: comfort with cohort analysis, LTV modeling and test design, and the ability to turn data into clear recommendations.
- Experience building or running loyalty, VIP or referral programs.
- A strong eye for creativity and copy, and the ability to brief designers and writers well.
- Experience with direct mail and brand partnerships.
- Clear communicator who can align leadership and cross-functional teams around the customer.
Skills
- Email marketing
- SMS marketing
- Direct mail marketing
- Loyalty programs
- VIP programs
- Referral programs
- Customer relationship management (CRM)
- Customer data architecture
- Cohort analysis
- LTV modeling
- A/B testing
- List growth
- Brand partnerships
- AI-enabled tools
- ESP platforms (e.g., Klaviyo)
- SMS platforms (e.g., Attentive, Postscript)
Experience Level
- 2+ years leading strategy or a team
- 7+ years in retention, CRM or lifecycle marketing
Salary/Compensations
- $120,000 - $130,000
About the Company
- Founded in 2013, Dagne Dover is a digitally native, women-owned brand that designs problem-solving bags for all aspects of life.
- At its core, our company is aimed at making lives easier through empathy and good design.
- We love people, and we love making people happy.
Equal Opportunity
- Diversity, Inclusion & Belonging are important to us, as a diverse team ourselves.
- We’ve created a community where everyone’s uniqueness is celebrated, respected, and honored.
- We encourage you to apply if you think it sounds like a good fit for you!