Director, Retention

San Francisco, CA | Growth Marketing | Reports to the Director of Growth Marketing

Rothy’s is looking for a Director of Retention to join our Growth Marketing team. This person will oversee all touch points for our returning customers to create a holistic journey that drives LTV. They will manage our retention strategy across email, paid, direct mail, and new channels like SMS to drive engagement and repeat purchases from our base. We are looking for a multi-faceted candidate who is both data-driven but creative, who can create a macro vision and roadmap but also partner with their direct report on execution and process. This person will also work very closely with both our Brand Marketing and User Acquisition teams on strategic projects to continue to scale the Rothy’s business. 

What you’ll do: 

  • Manage roadmap for segmentation, personalization, and automation across retention channels to drive repeat rate, LTV, and engagement 
  • Maintain and develop engagement loops that get existing customers to convert
  • Oversee retention calendar and work cross functionally with brand, merchandising, and design teams to ensure we hit our email channel level order targets while pushing relevant product and without sacrificing storytelling
  • Implement rigorous multivariate testing across segments to drive insights and evolve “best practices” across channels, delivering the right content to the right person at the right time
  • Further build out the email creative process, partnering with key stakeholders to streamline work that goes into taking email from concept to reality
  • Work with the user acquisition team to implement retention campaigns across paid channels
  • Run direct mail buys, setting budgets, managing agency relationships, working across teams to influence design, advising on segments, and analyzing/sharing out results 
  • Own cohort model to predict and report out on KPIs driving LTV
  • Work with Director of Analytics to develop predictive model to score existing customers and determine our willingness to pay to get different segments to repeat
  • Provide Retention viewpoint and analysis for overall company wide growth forecast 
  • Manage retention team currently consisting of an email manager

Who you are: 

  • BA/BS (degree in math, marketing, analytics or something comparable preferred)
  • 8+ years experience of retention experience across multiple channels like email, SMS, paid advertising at a retail or DTC brand
  • Deep understanding of lifecycle marketing, attribution, how various channels interplay with one another, and the KPIs that drive retention
  • Prior experience working within email platforms, e-commerce platforms like Shopify, and basic knowledge of HTML/CSS
  • Exceptional analytical skills: expert in excel, Google Analytics, Looker
  • Data-driven leader and pro at extracting + articulating insights from data to drive action
  • Strong communicator, both written and verbal
  • Curious, hungry, proactive, results-oriented, insanely detail-oriented and data-driven, and thrives in fast-paced, team-oriented environments

About Rothy’s:

San Francisco-based Rothy’s sustainably creates stylish products that become an indispensable part of our customers’ everyday lives. Our shoes and accessories are seamlessly made from recycled bottles using a 3D knitting process that significantly reduces waste—because doing good should also look good! Come join us.

 

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