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Director of Customer Retention

1 month ago

New York, New York, United States Authentic Brands Group Full time
About Us

Authentic Brands Group is a leading global lifestyle and entertainment company that connects strong brands with best-in-class partners to unlock long-term value in the marketplace. Our portfolio of brands generates over $32 billion in global annual retail sales and has an expansive retail footprint in over 150 countries.

Job Description

We are seeking a highly skilled Director of Retention Marketing to lead our digital customer retention strategies across email, SMS, loyalty programs, and other customer engagement channels. The successful candidate will be responsible for maximizing customer lifetime value (CLV) by improving engagement, reducing churn, and fostering brand loyalty across all sites.

Key Responsibilities
  • Develop and lead retention marketing strategies to increase customer loyalty, reduce churn, and maximize lifetime value (CLV) across multiple sites.
  • Create comprehensive lifecycle marketing programs, including personalized email, SMS, and other communication channels to drive repeat purchases and customer engagement.
  • Leverage customer insights and data to develop segmentation strategies that personalize retention efforts based on behaviors, preferences, and purchase history.
  • Design and execute multi-channel marketing campaigns to engage customers throughout the customer lifecycle, from onboarding to reactivation.
  • Build targeted programs for key segments, such as VIP customers, lapsed users, and high-potential new customers.
  • Optimize messaging, cadence, and creative across campaigns to increase open rates, click-through rates, and conversion rates.
  • Implement loyalty and rewards programs that incentivize repeat purchases and customer advocacy.
  • Work closely with the customer data and analytics teams to leverage data-driven insights and predictive analytics for retention marketing efforts.
  • Utilize customer segmentation and behavior analysis to create hyper-targeted and personalized campaigns across retention channels.
  • Build and refine automated marketing workflows based on customer behaviors, ensuring real-time, personalized communication.
  • Measure and analyze campaign performance, using A/B testing and multivariate testing to optimize retention strategies.
Requirements
  • 8+ years of experience in retention, lifecycle, or email marketing, with a strong focus on customer loyalty, retention, and engagement strategies.
  • Proven track record of leading successful retention marketing programs for eCommerce or digital businesses with multiple sites.
  • Deep knowledge of customer lifecycle management, CRM, and marketing automation tools.
  • Experience working with data-driven customer segmentation, personalization, and marketing automation.
  • Strong analytical skills with the ability to interpret data and drive actionable insights for improving retention.
  • Demonstrated success in increasing customer retention rates, loyalty program participation, and customer lifetime value.
  • Excellent communication and collaboration skills, with the ability to work across functions and present strategies to senior leadership.
What We Offer

Authentic Brands Group is an equal-opportunity employer and we value and embrace the diversity and inclusion of all Team Members. We offer a competitive salary range of $115,000 - $140,000 and a comprehensive benefits package.