Lifecycle & Retention Marketing Director

About UsAt Trade, we believe that anyone can make great coffee at home when they have access to roasts and tools tailored to their preferences. So we've curated over 450 coffees from 60+ small-volume roasteries around the USA, and we pair each customer with their perfect match through a simple online quiz. The result? Our customers are obsessed, ordering over 9 million bags of coffee to date. Now, Trade is poised to accelerate our growth as the premier online destination for the $14-billion at-home coffee market...and we need your help.The RoleWe're looking for a strategic, customer-obsessed Director of Lifecycle Marketing to lead our end-to-end lifecycle and CRM marketing efforts. In this role, you'll be responsible for developing the vision, roadmap, and performance strategy across all owned channels"”email, SMS, onsite messaging, and emerging retention levers like push and in-app"”to increase engagement, conversion, retention, and lifetime value.This is both a strategic and hands-on role. You'll own full-funnel communication strategies and work cross-functionally with Creative, Merchandising, CX, and Product to bring a personalized, high-impact customer experience to life. You'll also manage and mentor a Lifecycle Marketing Manager, ensuring they have clear priorities, support, and guidance to execute effectively.You have a proven track record of building and scaling lifecycle programs in high-growth DTC environments and are just as comfortable setting long-term strategy as you are rolling up your sleeves to execute, optimize, and dive deep into the details. You are excited by the challenge of owning retention and reactivation at scale"”and energized by testing and iterating to unlock growth.You will...Own the customer journey across email, SMS, and onsite touchpoints"”from onboarding to retention to winback"”and set the strategic roadmap to drive customer engagement and LTVDevelop and lead initiatives to improve subscriber retention and reduce churn, leveraging behavioral data and customer feedback to inform strategiesPartner cross-functionally with Product, CX, and Merchandising to optimize subscription management experiences and proactively address at-risk customer segmentsDesign and launch loyalty programs and value-add initiatives that increase subscriber engagement and lifetime valueManage and mentor a Lifecycle Marketing Manager, providing strategic direction and support across campaign planning, execution, and reportingEstablish clear testing and experimentation frameworks to improve conversion and retention across key lifecycle touchpointsLead reporting and performance analysis across lifecycle efforts, delivering insight-driven recommendations that fuel growth and retentionYou have...7-10+ years of experience in CRM/lifecycle marketing, ideally at a fast-growing DTC or eCommerce brandProven success building and scaling retention programs that drive incremental revenue and customer lifetime valueDeep hands-on experience with email/SMS platforms (ideally Klaviyo) and marketing automation toolsExperience managing subscription programs or working closely on initiatives to improve subscriber retention and loyalty is preferredStrong analytical acumen and experience with CRM performance reporting and dashboards (Looker, Google Analytics, SQL a plus)Experience managing and mentoring direct reportsA customer-first mindset with a passion for crafting best-in-class experiencesExperience collaborating cross-functionally with Creative, Product, CX, and Data teamsA track record of leveraging data to drive testing and experimentation at scaleStrong project management skills with the ability to prioritize, plan, and pivot in a fast-paced environmentYou'll thrive in this role if...You're strategic but hands-on, and excited to lead high-impact work while managing a lean teamYou're comfortable managing ambiguity and defining structure as you goYou bring an ownership mindset and are motivated by growth targets and performanceYou have a strong editorial instinct and can translate customer insights into campaigns that drive actionYou're a collaborative partner who thrives in cross-functional teamsYou care deeply about the customer experience, and believe lifecycle is more than a channel"”it's a relationshipOffice GuidelinesWhile we operate in a hybrid-first environment, the office is open and available for all Monday through Friday. Team members are expected to spend at least three days (Tuesday, Wednesday, and Thursday) in-office each week. Our goal is to foster collaboration, connection, and transparency, and we know from experience the important role that in-person time plays in this effort.As part of the Trade team, you'll get...To be involved in building a growing and profitable company with an experienced leadership team and a mission-driven and values-based culture that permeates everything we doAn opportunity to grow, learn, and leave your mark on our growing organization.Mentorship from the leadership team$500 a year to spend on amazing coffee!Competitive salary and unlimited vacationBest-in-class health benefits and 401KNYC Base Salary Range$140,000-$180,000In addition, Trade offers comprehensive benefits, including company-paid health, dental, and vision insurance, 401(k), flexible spending account, and paid leave (including vacation time and parental leave) in accordance with our applicable plans and policies.

Created: 2025-05-11