Company Overview

At Trade we’re inspiring better brewing, and we believe that starts by connecting our customers to the best craft roasters. We also enable independent roasters a new level of access to nationwide consumers through our products and systems supporting local shopping and global community. As part of the Trade team you'll collaborate with a group of caring, passionate, and high-performing people to realize our vision and to build a culture where everyone feels empowered to do their best work.

The Role

 

As a Director of Retention Marketing, you will be responsible for developing lifecycle marketing strategies to grow our subscriber and increase LTV by reducing churn and increasing buying-related engagement. You will leverage a strong understanding of our customers and their key journeys, as well as expertise with lifecycle marketing and CRM comms to create engaging concepts and marketing programs to achieve these goals.

You are data driven and customer centric, understanding how to A/B test, learn, and move quickly to drive retention related growth. You will also be responsible for leveraging our CRM tech stack - leading the effort to evolve it over time to maximize our ability to scale and automate. And at your core, you are a great marketer - you understand how to effectively use creative and messaging to create amazing campaigns and experiences for our customers.

The right candidate has a background with a subscription based D2C company, ideally in the food and beverage space. A mastery of personalization and scaleable lifecycle management is a must for this role, as well as a clear understanding of the role of creative design in compelling messaging.

Responsibilities

  • Own and create customer centric retention and loyalty strategies to drive subscriber engagement and lifetime value.
  • Leverage a strong understanding of our customers, their key journeys, and experience issues and develop scaleable strategies to reduce churn and increase LTV.
  • Develop a native understanding of our customers, the user journeys they perform, and the experiences that are of the most value to them rooted in both data and qualitative insights.
  • Develop the strategy for cadence, creative, and sequencing of user messages across multiple CRM channels (email, SMS, etc) , leveraging your expertise in. lifecycle management and creative marketing to create and continuously test, measure, and improve your efforts.
  • Own our CRM tech stack, partnering with Tech, Product, and Marketing and lead Retention team members to develop a marcom tech stack roadmap in an effort to drive capabilities for personalization, automation, and predictive churn prevention.
  • Work closely with the Product org on driving improvements to key customer journeys related to high value activities and the user lifecycle, such as upsell or cancellation.
  • Work with the analytics team to understand and uncover drivers of churn and create end to end churn prevention strategies leveraging our marketing tech stack, creative communications, offers, and product features.
  • Own retention communications calendar, drive automation strategy, and continuously test and optimize the user lifecycle.
  • Develop and deploy a loyalty strategy to reward our most valuable users and change key behaviors in our customer base.

 

Your Attributes and Skills

  • 5 + years of experience in Retention Marketing, CRM, and Lifecycle Marketing.
  • Experience in the subscription space and a clear understanding of high value actions that can reduce churn or increase LTV, with demonstrated experience moving these metrics in the right direction.
  • You have a deep ​​understanding of the art and science of retention and lifecycle marketing, which is heavily related to CRM channel ownership.
  • You are familiar with marketing tools - messaging, loyalty, etc - and how to develop and optimize those tools.
  • You operate with purpose. You have a strong track record of comfort with risk taking and tenacious approach to learning new domains.
  • Highly organized and proactive with a strong attention to detail
  • Strong, data-driven mentality to identify key avenues for growth
  • Deeply curious about customer behavior and action drivers
  • Experience with CRM marketing platforms

 

Trade Values

  • Choose to Connect
  • Operate as an Owner
  • Make a Meaningful Impact
  • Be Candid, Be Caring

 

The annual base salary range for this position is $120,000 - $180,000 . Please note that the salary information is a general guideline only. The Company considers factors such as responsibilities of the position, location of the candidate, candidate work experience, education/training, needed skills, as well as market and business considerations when determining offers. The Company also offers a generous array of benefits. We are open to remote employees based in the following states: CA, CO, CT, DC, FL, MA, MD, NY, and PA

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