Director of Retention

About Allies of Skin

Founded in 2016 by Nicolas Travis, Allies of Skin emerged from his personal journey of recovering from severe facial injuries. The brand focuses on delivering highly effective skincare products designed to continuously enhance and repair skin regardless of age or concerns. Their formulations use concentrated clinical ingredients, known as "supercharged clinicals," which maximize proven actives to accelerate results and support the skin's natural regeneration abilities for lasting benefits beyond conventional standards.

Role Overview

We are searching for a Director of Retention who will define and lead the strategy that fosters customer loyalty through email, SMS, subscription services, loyalty programs, and customer service. This role blends leadership with hands-on execution, requiring you to manage a team and simultaneously engage directly with marketing platforms to build campaigns, ensure quality, and analyze data. Maintaining the luxury brand's premium positioning involves balancing performance goals with a refined customer experience and brand voice.

Key Responsibilities

• Provide strategic guidance and manage full lifecycle marketing and campaign scheduling for email and SMS from customer acquisition to re-engagement.
• Directly execute and optimize segmentation, automated sequences, A/B testing, and maintain deliverability within marketing platforms.
• Ensure communications align with luxury customer expectations in tone and frequency while meeting revenue objectives.
• Plan and integrate new product launches across channels collaboratively.
• Lead subscription strategy encompassing growth, retention techniques, plan design, discount offers, and churn mitigation, working closely with product and customer experience teams to streamline subscriber processes.
• Oversee loyalty program strategy including tier design, reward frameworks, and alignment with other retention efforts to leverage loyalty data for targeted personalization.
• Manage customer service strategies ensuring the support experience reflects the luxury brand ethos and use insights to refine retention initiatives.
• Supervise CRM team members, external partners, and agencies while coordinating with Ecommerce, Paid Media, and Brand teams.
• Implement and evaluate AI tools to enhance retention workflows, including marketing content creation, segmentation, personalization, reporting, and quality assurance.
• Assess and pilot AI applications within customer service to accelerate ticket resolution and improve accuracy.
• Fulfill other duties as assigned.

Qualifications

• Over 7 years' experience in retention, lifecycle, or CRM marketing with significant exposure to luxury or premium DTC brands, preferably in skincare, beauty, or related sectors.
• Demonstrated leadership as a player/coach with hands-on expertise in platforms such as Klaviyo, PostScript, Yotpo, or Gorgias.
• Direct management experience of subscription and loyalty programs beyond just email and SMS marketing.
• Understanding of customer service operations and their intersection with retention strategies.
• Practical usage of AI tools to drive improvements in marketing or customer experience workflows.
• Strong data literacy comfortable working with dashboards and raw data beneath campaign analytics.
• Acute awareness of the nuances required to maintain a premium brand voice in retention strategies.
• Preferred experience with international or multi-territory retention programs.
• Familiarity with developing or enhancing retention technology stacks and integrations is advantageous.
• Capability to perform essential job functions independently in dynamic, fast-paced, and ambiguous environments.
• Self-disciplined with excellent prioritization, accountability, problem-solving, and communication skills.

Benefits

• Competitive annual salary between $150,000 and $180,000.
• Comprehensive medical, dental, and vision insurance coverage.
• Flexible work arrangements including hybrid options, generous paid time off, paid holidays, and a paid birthday leave.
• 401(k) retirement savings plan featuring company matching.
• Exclusive discounts on company products for employees.
• A collaborative, inclusive, and innovative workplace culture.