Director of CRM Marketing

Job Description

Job Description

Director of Retention & Lifecycle Marketing

Location : West Los Angeles, working onsite

Our client, a mission-led consumer brand is seeking an experienced Director of Retention & Lifecycle Marketing to lead customer retention, loyalty, and CRM strategy. Represented exclusively by our recruiting team, this is a high-impact leadership role focused on deepening customer relationships, increasing LTV, and improving retention across the full customer journey.

The Opportunity

As Director of Retention & Lifecycle Marketing, you will own the strategy for CRM, lifecycle programs, and loyalty initiatives designed to drive repeat purchase, deepen engagement, and grow customer lifetime value. You will lead a data-driven roadmap across Email, SMS, Loyalty, Subscription, and Owned Channels, architecting personalized, segmented programs that meet customers where they are and create memorable brand experiences. This is an ideal role for a retention leader who thrives in a fast-paced DTC environment and knows how to blend data, creativity, and customer insights to build brand loyalty at scale.

Key Responsibilities

Own Retention & CRM Strategy

Develop and execute the lifecycle marketing strategy across Email, SMS, loyalty, referral, and subscription programs to increase retention, repeat purchase, and LTV.

Lifecycle Program Ownership

Build and optimize customer journeys—from onboarding and post-purchase flows to win-back, replenishment, subscription, and loyalty communications.

Team Leadership

Lead and mentor a CRM / lifecycle marketing team, fostering growth, collaboration, and operational excellence.

Segmentation & Personalization

Create advanced segmentation, personalization strategies, and triggered automation to deliver tailored customer experiences informed by data and behavior.

Performance Measurement & Insights

Define KPIs for retention programs; develop dashboards and reporting frameworks; evaluate results to inform continuous optimization.

Cross-Functional Partnership

Partner closely with Creative, Product, Data, CX, and Growth to ensure cohesive messaging and aligned retention strategies across the customer journey.

Innovation & Testing

Drive experimentation across messaging, offer constructs, content, and channel mix to improve engagement and unlock new retention levers.

What We’re Looking For

Experience : 10+ years of experience in retention, CRM, or lifecycle marketing within direct-to-consumer eCommerce. Deep background in email / SMS, loyalty, and repeat-purchase-driven revenue models.

Leadership : Strong people leader with experience coaching and scaling CRM / retention teams.

Data Fluency : Highly analytical, with strong command of segmentation, experimentation, LTV modeling, and performance measurement.

Customer-Obsessed : Passion for understanding customer needs and translating insights into powerful lifecycle strategies.

Cross-Functional Influence : Excellent communicator who excels partnering across marketing, product, CX, and creative teams.

Industry Edge : Excitement for innovation in personalization, AI, loyalty, and digital consumer experiences.

Compensation & Benefits

• Base salary : $150,000 – $170,000 , depending on experience and qualifications
• Annual discretionary bonus based on individual and company performance
• Comprehensive benefits including medical, dental, vision, 401(k) with match, paid time off, life / disability coverage, employee discounts, and more

This position is based onsite in the Greater Los Angeles area.