Director of Retention - Freebird

Freebird, a leader in men's grooming and personal care, is eagerly searching for a dynamic Director of Retention. We are on a mission to find an innovative leader in direct-to-consumer (DTC), subscription, and lifecycle marketing. In this pivotal role, you will be a key player in driving our customer lifetime value (LTV), focusing on cutting-edge strategies in lifecycle marketing, subscriber retention, churn prevention, and customer loyalty.

Your Role & Impact:

• Increase Subscriber LTV & Engagement: Spearhead initiatives to elevate our blade subscription service, focused on reducing churn and maximizing subscriber AOV through personalized lifecycle strategies and compelling offers.
• Retention Channels Ownership: Lead and expand Freebird’s key retention channels, including email, SMS, loyalty programs, and referrals, transforming these channels into robust customer engagement tools.
• Subscriber Lifecycle Mastery: Design and execute subscriber retention strategies that build loyalty, reduce churn, and enhance overall customer experience to create long-term, active subscribers.
• Team Leadership & Mentorship: Manage and mentor a team of email/SMS marketers, guiding ideation, campaign development, and execution for both new customer acquisition and existing customer engagement.
• Loyalty & Referral Programs: Develop innovative loyalty and referral initiatives to increase retention and transform subscribers into brand advocates.
• Data-Driven Retention Analysis: Use data to drive decisions, collaborating closely with growth and finance teams to analyze and optimize key metrics, including LTV, AOV, and retention rates.
• Customer Experience Leadership: Leverage experience in customer experience and support to lead CX initiatives that directly impact satisfaction and retention.

Requirements

• Mandatory Experience: subscription management within a DTC physical product subscription company.
• This is our biggest need for this role. Therefore we will not be considering applicants that haven't optimized a considerable DTC subscription or subscribe and save program.
• Proven Retention Expertise: 5+ years of experience in retention, lifecycle, and CRM.
• Strategic DTC Marketing Skills: Strong background in crafting and executing DTC lifecycle marketing strategies, with a specific focus on customer retention and LTV growth.
• Email & SMS Marketing Expertise: Deep understanding of email/SMS marketing strategy, including segmentation, personalization, and campaign optimization.
• Data Analysis Proficiency: Skilled in using data to make informed decisions, track KPIs, and refine retention strategies.
• Tools: Klaviyo, Attentive, Recharge, Lifetimely, Churnbuster, is our tech stack
• Customer-First Mindset: Passion for enhancing the customer journey, with prior experience in customer support a strong plus.
• Excellent Communication Skills: Able to articulate strategies clearly and work collaboratively with cross-functional teams.

Benefits

• Full Remote Flexibility: Enjoy the freedom to work from your desired location.
• Comprehensive Medical Benefits: Your health is paramount; benefit from our top-tier medical offerings.
• Competitive Compensation & Bonuses: Receive a generous salary complemented by substantial performance bonuses, structured to align with the collective goals of our team.
• 401k
• Unlimited PTO: Find your rhythm, balancing work and rest on your terms.
• Upward Mobility: Craft your growth story within our vibrant brand.
• Be Part of Our Growth: Engage at the forefront of a brand primed for stellar ascent, influencing its trajectory.

Note from the Hiring Manager

This is a great opportunity to own a very important function in a fast-growing company. One of the best things about working here is that our org is very flat. You won't spend crazy amounts of time getting approvals for your ideas, sitting in pointless meetings, or presenting to a board.

Fair warning, we have our metrics dialed very tightly for this function and it is all based on Contribution Margin growth at the cohort level. Also, this was my job before becoming COO, which means you will be working with a subject matter expert and you will be held to a high standard. Rest assured, there’s plenty of low-hanging fruit in this department, and I'll be a good partner to help brainstorm ideas and clear any obstacles along the way.

You'll report direct to me, COO, and be a peer with the leaders of the Creative, Paid Media, ecom, Marketplace, and Ops team. This means that not only will you own the Retention function in the company, but you will also play a key role in driving the entire company strategy (google "EOS Leadership Team" for more context).

I live in Nashville, it would be cool if you did too. But no worries if not as long as you can travel once a quarter for strategic planning meet-ups with the rest of the leadership team. We usually meet in Pennsylvania, Miami, NYC, or Nashville.

About Freebird

At Freebird, we're not just about selling top-tier shaving products. We're about making an impact. We're a team of innovators, thinkers, and relentless doers. We believe in speed, creativity, and pushing boundaries, but we also believe in understanding, compassion, and trust. These are the values that drive us:

Freebird is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Freebird will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages and backgrounds to apply.