Director of Retention / CRM

Job Title: Director of Retention / CRM

Location: Remote

ABOUT D.LUXURY

We’re in the business of building and scaling retail businesses. As operators and investors, we empower entrepreneurs to unlock their company’s true potential.

D.LUXURY BRANDS is an e-commerce growth firm based in Los Angeles. We are in search of a motivated and resourceful project manager to join our growing digital team.

Job Description: We are seeking a highly skilled and motivated Director of Retention/CRM to lead our portfolio’s retention and customer relationship management (CRM) efforts. The ideal candidate will be a strategic thinker with a proven track record of developing and implementing retention strategies that drive customer loyalty, engagement, and lifetime value.

Key Responsibilities:

• Lead and define the Retention/Lifecycle strategy for the clients, in partnership with key business stakeholders.
• Identify and implement high-impact initiatives across retention channels that will accelerate customer growth, product adoption, and revenue generation.
• Establish key metrics for retention success, develop dashboards with the analytics team, monitor and report regularly to leadership & key stakeholders across the organization.
• Develop a data-driven, CRM approach, including customer segmentation, cohort modeling and customer journey optimization for a global consumer base.
• Partner closely internal teams to define the ideal customer journey and work cross-functionally to ensure we execute to the intention of excellence.
• Oversee the design and execution of loyalty programs, referral initiatives, and other customer engagement tactics to foster long-term relationships and maximize customer lifetime value.
• Continuously assess and optimize the user experience across all touchpoints, working closely with product teams to identify opportunities for improvement and innovation.
• Stay abreast of industry trends, competitor activities, and emerging technologies in retention marketing and customer relationship management, providing thought leadership and recommendations for staying ahead of the curve.
• Architect and deploy a strategy around automation campaigns, based on product purchase insights, customer behavior and product innovation calendar.
• Create a retention channel playbook that drives brand strategy in conjunction with digital performance strategy. Own A/B testing across channels.
• Collaborate with internal teams to develop messaging and creative that is impactful, targeted, personalized, and consistent with brand standards.
• Maintain overall health, development, maintenance, and reporting of email/SMS database and own the associated deployment calendar.
• Act as a thought leader within the organization and the industry, sharing insights, best practices, and case studies with clients and internal stakeholders.

Qualifications:

• Minimum of 6 years of hands-on experience in retention management
• Proven track record of designing and implementing successful retention strategies that drive measurable results, including increasing customer lifetime value
• Deep understanding of customer lifecycle management, segmentation, and personalization techniques.
• Experience with cohort analysis, A/B testing, and other data-driven methodologies to optimize retention efforts.
• Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies.
• Excellent project management skills, with the ability to lead cross-functional teams and drive projects to successful completion in a fast-paced, agile environment.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven ability to think strategically while also being hands-on in execution, with a passion for continuous learning and innovation in the field of retention.

Benefits:

• Fully remote
• Comprehensive healthcare, dental and vision insurance options.
• Unlimited PTO, including an annual winter break between Christmas and New Year
• Company-sponsored One Medical membership
• A dynamic and collaborative work environment.