Director of Retention Marketing

About the Role

Key Responsibilities

• Develop and execute a comprehensive CRM and Lifecycle marketing strategy to drive customer engagement, retention, and revenue growth.
• Lead the design, implementation, and optimization of multi-channel campaigns, including setup, briefing, QA, deployment, and performance monitoring.
• Design and launch loyalty programs and value-add initiatives to increase subscriber engagement and lifetime value.
• Oversee the management and optimization of the CRM platform, ensuring seamless integration with other marketing and data systems.
• Coordinate with product, merchandising, marketing, and analytics teams to develop creative campaigns using advanced Braze features, dynamic content, and personalization.
• Own the retention calendar, including all creative briefing and coordination with merchandising.
• Partner with analytics and data science teams to define campaign performance benchmarks and enable measurement across initiatives.
• Monitor and analyze marketing program performance, using data-driven insights to improve effectiveness.
• Lead A/B testing and experimentation to identify best practices in customer engagement.
• Manage and mentor a junior CRM coordinator, fostering a culture of innovation and continuous learning.
• Serve as the team's Braze platform expert, staying updated on new features and unlocking platform potential.
• Report to senior leadership with actionable insights and recommendations to drive business growth.

Requirements

• 8+ years of experience in CRM, email marketing, or lifecycle marketing with a proven track record of driving customer engagement and retention.
• Bachelor's degree in Marketing, Business, or a related field; MBA or advanced degree is a plus.
• Deep familiarity with Braze, including advanced platform tools like Connected Content, Content Blocks, Canvas, and Segment integrations.
• Solid experience in marketing operations, building systems, processes, and tooling to improve campaign execution at scale.
• Strong understanding of customer segmentation, targeting, and personalization.
• Proficiency in data analysis and deriving actionable insights from complex datasets.
• Excellent project management skills to prioritize and manage multiple initiatives in a fast-paced environment.
• Strong communication and interpersonal skills to influence and collaborate with cross-functional teams and senior leadership.
• Experience in e-commerce, retail, or subscription-based industries is highly desirable.
• Knowledge of data privacy regulations and best practices in email marketing and customer communications.

Nice to Have

• Experience with B2B marketing.
• Experience in developing multi-channel marketing campaigns.
• Familiarity with marketing analytics and KPIs.
• Experience in team development and leadership.

Qualifications

• 8+ years of experience in CRM, email marketing, or lifecycle marketing.
• Bachelor's degree in Marketing, Business, or a related field.
• MBA or advanced degree is a plus.

Benefits & Perks

• Salary from $145,000+ annually depending on experience and qualifications.
• Paid time off, safe & sick leave, and paid holidays.
• Comprehensive health coverage including medical, vision, dental, and voluntary disability benefits.
• 401(k) plan with employer match and life insurance benefits.
• Modern Bronx campus with state-of-the-art facilities, gym, cafeteria, and employee market.
• Free parking and shuttle service from nearby MTA stations.
• Leadership development programs and tuition discounts.
• Employee discount on FreshDirect orders and wine store.
• On-site employee market and engagement events.