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Head of Retention

2 months ago

Doral, United States Dose Full time

About Us:

Dose is a wellness brand that specializes in organic wellness shots. Our products are carefully formulated with clinically-researched ingredients to support a healthier body. We work closely with a scientific team in naturopathic medicine to ensure optimal quantities of each ingredient. Our Doses are organic, vegan, gluten-free, dairy-free, and sugar-free. Join our community of individuals on their wellness journey and find your balance with Dose.

Role Overview:

As the Director of Retention or Head of Retention, you will be responsible for developing and executing comprehensive retention strategies across various channels, including email, SMS, direct mail, referral programs, and loyalty programs. You will work closely with our partners and creative teams to ensure that our retention efforts are effective, data-driven, and aligned with our brand values and goals.

Key Responsibilities:

  • Manage Strategy and Execution of Email and SMS: Collaborate closely with email and sms agencies to develop and execute email and SMS campaigns, sending the right message to the right audience at the right time.
  • Manage Strategy and Execution of Retention Direct Mail: Work closely with direct mail vendor and coordinate with the creative team to develop compelling direct mail campaigns.
  • Manage Strategy and Execution of Referral Program: Analyze data and provide insights to optimize the referral program.
  • Create Strategy and Launch Loyalty Program: Identify and select the appropriate vendor for the loyalty program, considering existing tech stack first. Work closely with the team to develop and implement a loyalty program aligned with our lifecycle touchpoints and subscription programs.
  • Rework Reviews Incentives and Requests: Collaborate with the team to refine the review strategy and process to enhance customer feedback and engagement.
  • Manage Retention Channel Tech Partners: Oversee relationships with tech partners, including but not limited to Stay.ai, Klaviyo, Postscript, PostPilot, Friendbuy, Okendo and more.
  • Maintain Touchpoint / Lifecycle Document: Ensure the touchpoint/lifecycle document is up-to-date and serves as a valuable resource for the team.
  • Individual Channel Reporting: Monitor and report on the performance of retention initiatives, providing insights into their impact on overall business performance.

Qualifications:

  • Proven experience in a retention or customer loyalty role, preferably within the CPG or wellness industry.
  • Strong understanding of email, SMS, direct mail, and referral marketing strategies.
  • Experience with loyalty program development and implementation.
  • Proficiency in working on brands that have both subscription and one time purchase options.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent project management skills with the ability to manage multiple initiatives simultaneously.
  • Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and external partners.
  • Passion for wellness and a commitment to promoting a healthy lifestyle.