What are the responsibilities and job description for the Director of Retention position at Method Recruiting, a 3x Inc. 5000 company?
Job Description
JOB DESCRIPTION: Director of Retention
We are a fast-growing, performance-driven consumer brand redefining what’s possible through science, data, and bold ambition. We’re looking for a Director of Retention to own and scale our retention strategy across the full customer lifecycle. This role will have end-to-end ownership of the CRM ecosystem — including email, SMS, direct mail, and subscription initiatives — with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty.
This is a highly strategic and hands-on role for a retention leader who thrives in fast-moving, non-traditional environments and knows how to turn data, experimentation, and storytelling into measurable growth. You’ll be responsible not only for building world-class retention programs, but also for continuously testing, optimizing, and evolving how customers experience the brand over time.
Key Responsibilities
JOB DESCRIPTION: Director of Retention
We are a fast-growing, performance-driven consumer brand redefining what’s possible through science, data, and bold ambition. We’re looking for a Director of Retention to own and scale our retention strategy across the full customer lifecycle. This role will have end-to-end ownership of the CRM ecosystem — including email, SMS, direct mail, and subscription initiatives — with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty.
This is a highly strategic and hands-on role for a retention leader who thrives in fast-moving, non-traditional environments and knows how to turn data, experimentation, and storytelling into measurable growth. You’ll be responsible not only for building world-class retention programs, but also for continuously testing, optimizing, and evolving how customers experience the brand over time.
Key Responsibilities
- Own and drive customer LTV and related performance metrics, including repurchase rate, AOV, units per transaction, margin, and retention cohorts.
- Lead all retention channels end-to-end, including email, SMS, direct mail, and subscription lifecycle programs.
- Develop and maintain a robust, insight-driven retention calendar aligned with product launches, campaigns, and brand moments.
- Track, analyze, and report on customer and business KPIs, translating insights into actionable improvements.
- Optimize existing CRM automations while identifying and building new lifecycle flows across the customer journey.
- Partner closely with acquisition, creative, and brand teams to deliver cohesive, high-impact, cross-channel initiatives.
- Collaborate with data and analytics teams to define requirements and support a personalized CRM and customer analytics infrastructure.
- Aggregate and analyze customer behavior, preferences, and purchase data to improve segmentation, targeting, and personalization.
- Design and execute a rigorous testing roadmap across messaging, timing, creative, and offers to continuously improve performance.
- 5 years of experience in retention, lifecycle, or CRM-focused roles with hands-on ownership of email programs.
- Experience working within modern CRM platforms (Customer.io experience preferred, not required).
- Familiarity with SMS platforms such as Attentive or comparable tools is a plus.
- Strong understanding of CRM systems, customer data platforms, and database analytics tools.
- Deep knowledge of email best practices, including deliverability, segmentation, compliance, and CAN-SPAM regulations.
- Background in direct-to-consumer (DTC) and/or subscription-based businesses strongly preferred.
- Highly adaptable, comfortable operating in ambiguity, and energized by building in fast-scaling environments.
- Entrepreneurial, roll-up-your-sleeves mindset with a strong bias toward action.