Director of Customer Retention and Lifecycle Marketing
The role leads strategy and execution of customer retention programs across multiple channels to boost engagement and lifetime value. It requires managing cross-functional teams and ensuring compliance with industry standards. Based in Charlotte, NC, the position emphasizes growth, loyalty, and data-driven optimization.
Key Highlights
Technical Skills Required
Job Description
Director / Manager of Retention Marketing
Summary
The Director / Manager of Retention Marketing will lead the strategy, execution, and optimization of customer lifecycle programs across email, SMS, push notifications, and chat. This is a full-time position based in Charlotte, NC with a hybrid work arrangement requiring three days per week onsite. The role focuses on scaling engagement, increasing customer lifetime value, and strengthening loyalty within a high-growth digital marketplace environment.
Note: At this time we are unable to consider third party candidates or those requiring sponsorship. US citizenship is required.
- What You Will DoDevelop and execute retention strategies to increase engagement, conversions, and repeat transactions
- Lead all lifecycle channels including email, SMS, push notifications, and onsite chat
- Build segmentation frameworks, triggered flows, and personalized customer journeys
- Serve as the internal Klaviyo expert overseeing campaigns, flows, testing, deliverability, and reporting
- Partner with Product, Growth, and Marketplace teams to align retention initiatives with acquisition and revenue goals
- Monitor retention performance metrics and drive continuous optimization
- Manage retention specialists and agency partners when applicable
- Ensure lifecycle programs comply with CAN-SPAM, TCPA, GDPR, CCPA, and industry best practices
- Collaborate cross-functionally to support broader marketing and business priorities
- What You Will BringSix to ten or more years of experience in retention, CRM, or lifecycle marketing
- Extensive experience with Klaviyo including flows, advanced segmentation, testing, and reporting
- Proven ability to increase engagement, repeat purchase behavior, and customer lifetime value
- Experience managing SMS and push notification programs, including compliance standards
- Strong analytical skills and comfort using data to inform decisions
- Excellent communication, project management, and cross-functional collaboration abilities
- Ability to thrive in a fast-paced, growth-oriented environment with an entrepreneurial mindset
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