Director of Retention

DIRECTOR OF RETENTION – USA REMOTE

ABOUT US:

Alleyoop is an award-winning beauty brand that’s redefining multifunctional with easy and efficient products that do more than one thing - helping you save time, money, and space. We’re on a mission to simplify your routine so you can spend less time in front of the mirror, and more time doing whatever brings joy to your world. Alleyoop is clean, vegan, cruelty-free, and eco-friendly -- on average we use 51.9% less raw materials vs traditional products in the beauty industry!

OUR TEAM:

We’re a high-energy, friendly team that’s all about being our best selves in a good-energy, positive vibe workplace. We're all fully remote, which makes us all highly collaborative and resourceful. We share a singular mission to disrupt the beauty industry by bringing joy to and simplifying our customers’ lives with efficient, multifunctional products. And while we're invested in our products, we're equally invested in one another's personal development. We're tightly knit, we're genuine and we're always pushing ourselves to do a better job than we did the day before.
 

THE OPPORTUNITY:

We’re growing quickly and hiring for a Director of Retention to lead the ideation, development, implementation, and measurement of CRM strategies and programs to accelerate customer acquisition, maximize customer engagement & satisfaction, drive retention and grow revenue for Alleyoop. The Director of Retention will drive the strategy for retention channels of Email/SMS, lead any loyalty and/or referrals programs to help drive both acquisition of new customers and build deeper relationships with our existing customers, and oversee customer segmentation, lifecycle marketing analysis, and related insights. The ideal candidate will thrive in a fast-paced and results-driven environment, is hard working, a natural leader who works with a strong sense of urgency, and is enthusiastic about helping us achieve our mission, as well as our business goals.

WHAT YOU’LL BE DOING:

• Develop Direct-to-Consumer CRM strategies (based on customer lifecycle, brand activations, launch activity) geared towards increasing customer acquisition, retention, frequency, and spend.
• Develop and implement programs for customer onboarding, lifecycle management, and lapsed initiatives, along with related measurement and reporting. 
• Lead Email team responsible for strategy and execution of all Email programming (campaign & lifecycle/trigger).
• Manage growth and maintenance of Email and SMS files. Develop unique programs to drive opt-ins, churn prevention, and retention.
• Remain on top of industry trends within Retention Marketing, leading A/B testing plans in partnership with internal team members and/or third-party vendors.
• Lead strategy and measurement of postcard strategy & direct mail campaigns. 
• Oversee external vendor relationships related to CRM, loyalty, direct mail, and database management and manage related marketing budgets.
• Own and report on retention, cohort analyses, subscriptions, and LTV to the leadership team.
• Create competitive case study reports, sharing CRM best practices and learnings from outside the beauty industry to inspire internal innovation.
• Create and optimize CRM KPI reports, measurement processes, tools, and dashboards in collaboration with our Head of Growth to proactively and continuously set overall goals around acquisition, retention, frequency, and spend. 
• Work closely with COO and Head of Growth to define consumer segmentation strategies for media activations, including new product launches, retention activations, and brand campaigns.
• Partner cross-departmentally on creation of promotional calendar as related to Email, SMS & postcard/mailer marketing campaigns.

WHO YOU ARE:

• 7+ years of experience in CRM in beauty/cosmetics, CPG, fashion/apparel, or a related industry
• Strong experience in Consumer Analytics & CRM with a proven track record of driving strategy and implementing effective retention communications
• Experienced in CRM technology management, with an understanding of marketing and operational databases, segmentation, and campaign management.
• Well-grounded in direct marketing metrics, segmentation, data analysis, and response measurement.
• Collaborative management style with internal and external partners
• Analytical and strategic planning to make quick, fact-based decisions
• Strong relationship management and interpersonal skills
• Complex problem-solving skills
• Innovative and creative thinking and proven ability to persuade others towards an idea or goal
• Comfortable presenting to all levels of management and effectively communicate analyses and findings
• Ability to handle & prioritize multiple tasks simultaneously
• Excellent attention to detail, superior communication, customer service, and follow-up skills
• Established strong Project Management abilities
• Advanced Microsoft Office knowledge and Excel skills required
• Lexer or any other CDP Database tool and knowledge preferred
• Deep knowledge of Email (Klaviyo) and SMS (Attentive / Postscript) is required

WHY YOU SHOULD JOIN US:

• We value culture over everything and look for managers who can inspire others and help cultivate their leadership skills.
• We’re a high-energy, creative, contagiously enthusiastic & positive team that encourages and motivates each other to live the best version of our personal and professional selves every day.
• Like our products, we’re ambitious, overachieving, and multitasking. And like our brand, we’re funny, supportive, and don’t take ourselves very seriously.
• Competitive compensation and the opportunity to join a fun and growing team
• Leadership team that offers a dynamic and energetic environment to grow and develop
• 100% remote team
• Unlimited PTO policy
• 100% coverage of Blue Shield medical benefits
• End-of-week gratitude sessions to celebrate all of our team’s weekly wins!

Alleyoop is dedicated to promoting diversity, multiculturalism, and inclusion and is proud to be an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and any other protected status as required by applicable law. We strive to be a place where a diverse mix of talented people want to come, stay and do their best work!

**This is a remote, work-from-home position**