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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…