We’re a fast-growing brand built on product our customers love and a community that keeps growing. As we scale, we’re investing in the customer relationship, from first purchase to lifelong loyalty, and we’re looking for a leader to own it.
The Director of Customer Intelligence & Retention Marketing owns everything that keeps customers buying, coming back and bringing others with them. You will set the strategy and run the execution across email, SMS, direct mail, loyalty, VIP and referral, and you will be the company's main point of contact for anything related to the customer.
This role will own the strategy and evolution of Dagne Dover’s customer lifecycle, driving customer lifetime value, repeat purchase behavior, engagement, loyalty, and advocacy. We’re looking for a strategic, highly analytical leader who can connect customer behavior to business performance and build an integrated strategy across onsite capture and list growth, email, SMS, direct mail, loyalty, and other owned channels. This is a true builder role: you’ll be responsible for rebuilding lifecycle flows across strategy, logic, and design; establishing a clear customer data architecture; and leading list growth initiatives.
The Role:
Retention channels: email and SMS
Own the strategy and day-to-day execution for email and SMS, from campaign planning through send and reporting.
Rebuild every automated flow (welcome, browse and cart abandonment, post-purchase, replenishment, sunset and others), covering strategy, trigger logic, segmentation and creative design.
Build and run an A/B testing roadmap for email and SMS, covering copy, subject lines, offers, creative, send times and cadence, and turn results into standing playbooks.
Winback and lifecycle
Own the customer winback strategy, defining lapse thresholds by segment and building the programs that bring lapsed customers back.
Map the full customer lifecycle and make sure every stage has a clear goal, message and owner.
Loyalty, VIP and referral
Own the loyalty program, including structure, rewards, tiers and economics.
Build and personally manage the VIP inner circle of our top 50 customers, with high-touch experiences, early access and direct relationships.
Own the referral program and grow it into a meaningful acquisition channel.
Customer insights, CRM and data architecture
Own the CRM and the customer data architecture: how customer data is captured, structured, segmented and connected across tools.
Turn customer data into insights the whole company uses, including cohort analysis, LTV, purchase behavior and churn drivers.
Serve as the main point of contact for anything related to the customer, partnering with ecommerce, creative, product, customer service and finance.
Promotional calendar and segmentation
Manage the promotional calendar and decide how each promotion uses our customer segments.
Protect margin and customer health by matching offers and frequency to the right segments rather than discounting to everyone.
Direct mail
Own direct mail strategy and execution, including audience selection, creative, vendors and measurement against digital channels.
List growth and brand partnerships
Be the voice of list growth and customer acquisition through brand partnerships, co-marketing, collaborations and list swaps.
Own email and SMS capture across site and partner touchpoints.
You:
7+ years in retention, CRM or lifecycle marketing, ideally at a direct-to-consumer brand, with 2+ years leading strategy or a team.
Utilize AI-enabled tools and capabilities to enhance customer reporting and retention channels
A track record of rebuilding email and SMS programs that measurably grew retention revenue.
Proven experience building lifecycle strategies that measurably improve LTV, repeat purchase behavior, and customer economics, beyond attributed email and SMS revenue.
Hands-on expertise with ESP and SMS platforms (such as Klaviyo, Attentive or Postscript), including flow logic and segmentation.
Strong…