Director of Lifecycle Marketing & Customer Retention

Salaried / Exempt / On-site

Please note : Candidates should be local to WI or located in a neighboring state, where frequent commute to our HQ is reasonable, i.e. Chicago, IL.

MISSION :

As Wantable's Director of Lifecycle Marketing & Customer Retention, your role is to get customers to spend more with Wantable not less.

The primary focus is to drive long-term value and retention, strengthening the Wantable brand.

EXPECTED OUTCOMES :

Monitor and Mitigate Churn :

Analyze churn trends and take proactive measures to reduce customer attrition and increase customer lifetime value.

Develop Lifecycle Touchpoints :

Create comprehensive touchpoints to nurture customer relationships and drive ongoing engagement with the Wantable brand.

Increase Customer List Size :

Implement targeted acquisition strategies, especially for SMS, to grow the customer base and meet order targets and revenue goals.

Improve Customer Retention Rates :

Execute tailored lifecycle touchpoints to enhance engagement and build brand loyalty.

Enhance Brand Loyalty :

Deliver personalized experiences that align with customers' unique preferences and tastes.

Expand Business Lines :

Grow private brands and e-commerce businesses alongside the Edit (personal styling) service, expanding product offerings and revenue streams.

RESPONSIBILITIES :

Retention Analysis and Forecasting :

Analyze and forecast customer LTV and churn trends then use that data to drive retention initiatives, channel marketing budget, and prioritize key projects to maximize ROI and business impact.

Marketing Strategy Development :

Lead the creation of marketing strategies and campaigns drive higher LTV and brand loyalty.

Channel Strategy Management :

• Use customer data to inform SMS and email strategies, enhancing overall customer experience.
• Ensure seamless execution of marketing programs across multiple channels, including email, SMS, and other digital marketing channels.

Cross-functional Collaboration :

Foster relationships with internal stakeholders (Creative, Technology / Engineering, Merchandising, Customer Service) to ensure alignment and collaboration throughout the customer journey.

Industry Trends and Innovation :

Stay updated on industry trends and best practices, identifying opportunities for innovation and differentiation.

Customer-Centric Approach :

Champion a customer-focused mindset within the organization, using data to drive insights and strategies that elevate the Wantable brand.

Requirements

Skills & Requirements :

Experience :

7-10+ years in e-commerce, preferably with a DTC brand or in retail, with a strong track record of driving results.

Customer Data :

• Understand customer data structures and apply that to lifecycle marketing in all channels.
• Experience in leveraging AI and machine learning to enhance marketing strategies and customer engagement.
• Direct experience in SQL is highly preferred.

Technical Proficiency :

• Expertise in email and SMS marketing platforms.
• Bonus Points for experience with Attentive, SailThru and / or Klavio

Strong copywriting skills for engaging messages.

Ability to segment and target audiences effectively.

Knowledge of campaign automation and A / B testing.

Analytical skills for performance measurement.

Compliance knowledge for legal adherence.

Leadership and Collaboration :

• Strong leadership skills to influence and collaborate with cross-functional teams.
• Excellent communication skills, both written and verbal.
• Proficiency in Google Office Tools and project management tools (e.g., Asana).
• Detail-oriented and organized with a passion for innovation and continuous improvement.

Retail and Market Understanding :

• Experience in retail, DTC, and e-commerce, with a deep understanding of consumer behavior and market dynamics.
• Creativity in campaign design and a customer-focused mindset for tailored messaging.

This role reports to the CMO.

Other Duties : Please note this job description does not cover all possible duties. Responsibilities and activities may change at any time with or without notice.

We are unable to provide visa sponsorship. Resumes and communication must be submitted in English.

Benefits

Wantable team members enjoy free food, coffee, and drinks in our HQ's beautiful Wantable Cafe. We have a laid-back, casual environment in a state-of-the-art HQ in Walkers Point.

We offer flexible schedules, paid parental leave (mothers AND fathers), and a private room for nursing mothers.

Even more exciting : paid vacation and seven paid holidays per year, plus a 50% discount on all merchandise. You’ll be eligible for the discount on your first day.

Important, but maybe less thrilling : we have ample parking, we offer medical (traditional and high deductible), dental, and vision insurance, as well as a 401K (both pre-tax and Roth options).