Director of Retention – Customer Lifecycle

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $180k - $200k / year

⏰ Full Time

🔴 Lead

🔄 Customer Retention Specialist

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Bask and Lather Co

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💄 Beauty

🛍️ eCommerce

Beauty • eCommerce

Bask and Lather Co is a direct-to-consumer haircare brand that specializes in natural, organic scalp and hair treatments designed to promote hair growth, strengthen strands, and address issues like alopecia, thinning, and edge loss. The Shopify-based company sells a range of products including scalp stimulators, hair elixirs, beard care, edge control, kits and bundles for different hair types (including 4C and curly hair), and offers educational resources like a hair type quiz and before-and-after results. The brand emphasizes organic ingredients, founder-origin storytelling, and eCommerce distribution with bundle deals, subscriptions, and pay-later options.

📋 Description

• Own the long-term value of our customer base by improving Overall Customer Lifetime Value (LTV) • Develop initiatives that create sustainable long-term customer value—not short-term revenue spikes. • Own the health of our customer base including Repeat Purchase Rate, Purchase Frequency, Customer Retention Rate, and Customer Churn • Develop lifecycle strategy across every customer touchpoint including Email, SMS, Push Notifications, and In-App Messaging • Own the long-term growth of subscriptions across Shopify, TikTok Shop, and Amazon. • Own the long-term success of Bask & Lather’s loyalty program. • Build the company’s customer intelligence function and develop reporting. • Build a culture of continuous testing and measure every initiative against incremental business impact. • Own executive reporting and present monthly executive retention business reviews. • Lead and develop Bask & Lather’s Retention organization, focusing on internal team leadership and cross-functional collaboration.

🎯 Requirements

• 8+ years in Retention, CRM, Lifecycle Marketing, or Growth Marketing • Experience scaling a DTC consumer brand beyond $100M in annual revenue • Deep expertise with Shopify, Klaviyo, Recharge, Attentive (or Postscript), loyalty platforms, GA4, Triple Whale, Looker/Tableau, and modern BI tools • Strong analytical capabilities with experience in cohort analysis, LTV modeling, customer segmentation, and experimentation • Experience leading high-performing teams, agencies, and cross-functional initiatives • Comfortable operating in a fast-paced, high-growth environment with executive-level accountability.