Director of Retention

Real opportunities. Real impact. Your career, redefined.

(NOTE: A human reviews every application at the company, so please apply for only one position and only once a year —if you're a better fit for another role, we’ll route your application accordingly and if we’re not quite ready for you, we’ll reach back out later.)

At the company, we believe that talent knows no boundaries. That’s why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers , don’t just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don’t just support bold ideas—they expand their skills, broaden their expertise, and grow their careers.

As a Director of Retention , you will join a fast-growing digital operations enterprise expanding its presence across Latin American markets. In this role, you will independently lead and scale customer retention and lifecycle marketing initiatives to maximize customer lifetime value, drive repeat purchasing behavior, and build high-converting customer retention programs.

Operating as a strategic and technical lifecycle leader, you will own the end-to-end customer retention roadmap. You will develop automated workflows, create targeted customer offers, manage advanced segmentation, and leverage customer data to optimize commercial outcomes across email, SMS, subscriptions, and personalized retention channels.

Accountability

As a Director of Retention, your success will be defined by your ability to maximize customer lifetime value, increase repeat purchase rates, and optimize retention campaign efficiency across all digital touchpoints.

Here’s how you’ll make an impact

Lifecycle Marketing Strategy

• Develop and execute a comprehensive customer retention strategy tailored to regional customer behaviors and commercial dynamics.

• Own the end-to-end lifecycle marketing roadmap spanning email, SMS, subscriptions, and loyalty programs.

• Identify high-value retention opportunities across distinct customer lifecycle stages to elevate customer lifetime value.

• Align all retention and lifecycle operations with broader digital marketing objectives and brand promotional calendars.

• Collaborate directly with executive leadership to review retention performance and set strategic priorities.

Email & SMS Marketing

• Independently manage lifecycle and retention campaigns using automation platforms such as Klaviyo and Attentive.

• Build, maintain, and manage high-performing email and SMS marketing calendars.

• Develop targeted promotional offers, campaign variations, and localized customer communications.

• Optimize subject lines, body content, promotional mechanics, and calls to action to drive engagement.

• Monitor campaign health, deliverability, and overall performance to identify ongoing optimization opportunities.

Lifecycle Automation & Flow Development

• Build, audit, and continuously optimize automated lifecycle workflows across customer touchpoints.

• Establish high-converting welcome sequences, onboarding flows, replenishment reminders, and repeat-purchase triggers.

• Design and launch customer win-back and reactivation campaigns to recover inactive accounts.

• Optimize automation triggers, dynamic segmentation, and timing logic to eliminate friction in the customer journey.

• Maintain reliable, hands-on technical execution across all automated communications.

Customer Segmentation & Personalization

• Segment customer databases based on purchasing history, behavioral signals, engagement levels, and lifecycle stages.

• Identify high-value, repeat, and at-risk customer groups to deliver personalized messaging and offers.

• Adapt communications and promotional structures to align with local regional preferences.

• Utilize AI-assisted segmentation and predictive models to improve targeting relevance and copy efficiency.

Subscription & Loyalty Optimization

• Develop and implement strategies to drive subscription adoption and long-term customer retention.

• Build specialized subscription lifecycle flows to reduce subscription cancellations and churn.

• Support VIP loyalty tiers, recognition programs, and exclusive offers for top-tier customer segments.

• Analyze subscription performance trends and implement proactive retention initiatives.

Cross-Sell, Bundling & AOV Growth

• Identify product-driven opportunities to expand average order value (AOV) across customer orders.

• Design personalized cross-sell and product bundling campaigns based on historical purchase data.

• Test offer structures and promotional approaches to optimize repeat revenue per user.

• Partner with digital marketing stakeholders to align acquisition offers with post-purchase cross-sell flows.

Retention Analytics & Reporting

• Build, maintain, and present comprehensive monthly retention performance dashboards to executive leadership.

• Track key retention metrics, including customer LTV, repeat purchase rates, subscription churn, AOV, and reactivation performance.

• Translate campaign and behavioral data into actionable commercial recommendations and strategic roadmap adjustments.

Testing & Optimization

• Establish a structured lifecycle experimentation roadmap across copy, design, timing, and offers.

• Run continuous A/B and multivariate tests on subject lines, messaging formats, dynamic bundles, and automated triggers.

• Document test findings, scale winning initiatives, and embed learnings across future retention campaigns.

Ancillary Channel Coordination & AI-Assisted Operations

• Coordinate retargeting, win-back offers, and lifecycle messaging with broader brand and paid acquisition efforts.

• Leverage AI tools to accelerate customer behavior analysis, personalized copy variations, and predictive churn modeling.

Colleagues

You will work directly with the Head of Digital and the Chief Marketing Officer as your primary stakeholders, serving as the core owner of lifecycle strategy and campaign execution. Cross-functionally, you will collaborate with growth, design,and operations teams, while receiving guidance and support from your the company Operations Manager to ensure continuous professional development and career growth.

Skills and Qualifications

At the company, we believe in T-shaped individuals—those who bring deep expertise in one area, paired with broad curiosity and interests. As a Director of Retention, your vertical strength will be Customer Lifecycle Strategy & Lifecycle Automation, while your horizontal capabilities should span Retention Analytics, Customer Segmentation, and Multi-Channel Messaging Optimization.

To excel in this role, you should have

• Experience : Proven track record in DTC lifecycle and retention marketing, with demonstrated success growing repeat revenue, customer LTV, and repeat purchase rates in e-commerce environments. Experience managing campaigns for Latin American markets or regional audiences is strongly preferred.

• Tools/Systems: Advanced, hands-on expertise in Klaviyo (non-negotiable flow building, audit, and troubleshooting mastery), high proficiency in Attentive, and working knowledge of e-commerce platforms, subscription management software, and customer data platforms.

• Analytics/Process: Strong analytical capability with a deep understanding of core retention metrics (LTV, repeat purchase rate, churn, AOV, reactivation rate); proven ability to build retention dashboards and translate complex data into commercial strategies.

• Mindset: Highly autonomous, detail-oriented, and commercially minded, with a strong execution focus and bias toward continuous experimentation.

To support your daily operations, you will also be expected to maintain full US business hours overlap.

During the interview process, you’ll have the opportunity to showcase your skills in the following areas:

• Lifecycle Strategy & Flow Architecture: How do you approach auditing existing journeys and building automated lifecycle flows end-to-end in Klaviyo?

• Data-Driven Decision-Making: How do you track, analyze, and translate retention metrics (LTV, churn, repeat rate) into strategic decisions?

• Regional Customer Adaptation: How do you tailor lifecycle communications, offers, and channel selection to match specific regional customer behaviors?

• Experimentation & AOV Optimization: How do you structure testing roadmaps for cross-sells, bundles, and lifecycle messaging to drive order value?

• Subscription & Churn Reduction: How do you design lifecycle sequences that mitigate churn and elevate subscriber lifetime value?

Diversity of experience is core to the company. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

Role Specifications

This is a remote role , where you will be expected to work a split shift with some overlap with our client’s time zone. You will, however, be expected to be present for in-person training programs during your first 3.5 weeks with us. During the offer process, we’ll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About the company

At the company Talent, we connect the world’s top talent with visionary companies building what’s next. Here, you’re not just stepping into another role — you’re joining a team that values individuality, ambition, and growth without limits. Unique, like you.

We’re always excited to share more about our journey, where we’re headed, and how you can grow with us throughout the interview process.

Want to learn more about our recruitment process, what to expect from interviews, and possible outcomes? Check out [The Dive] .