La Jolla Group
Director, Customer Retention & Lifecycle Marketing
La Jolla Group, Irvine, California, United States, 92713
Overview
Director, Customer Retention & Lifecyle Marketing. The Director of Customer Retention & Lifecycle Marketing is a strategic leadership role responsible for developing and executing comprehensive, unified retention strategies across all retention tactics while driving measurable performance improvements in customer loyalty, retention, and lifetime value (LTV) across our multiple brand eCommerce stores. This role requires a strategic thinker who can build analytics frameworks, develop data-driven retention strategies, and personally execute complex lifecycle marketing campaigns to achieve aggressive business growth targets. Company
The La Jolla Group is a worldwide leader in the action sports apparel business segment with brands including O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten. The company offers hybrid in-office/remote work, employee discounts, early release Fridays, occasional lunches, year-round events, and a full benefits package. Essential Job Functions
Architect and implement unified, comprehensive retention strategies that integrate all retention tactics (email, SMS, direct mail, loyalty programs, customer experience) into cohesive campaigns that drive measurable business results Own P&L responsibility for retention marketing performance, driving continuous improvement in metrics such as retention rates, LTV, NPS, churn, and return rates Develop multi-year strategic roadmaps for retention marketing with quarterly milestones and measurable targets Lead cross-functional initiatives to optimize the complete customer lifecycle and drive enterprise-wide retention improvements Build and present strategic recommendations to executive leadership with data-driven insights and ROI projections Analytics & Strategic Intelligence
Build analytics frameworks to measure retention across channels and segments Leverage CDP to develop predictive models for behavior, churn risk, and LTV optimization Create segmentation strategies to drive personalized retention campaigns Own KPI dashboards and executive reporting to demonstrate impact and progress Use Lexer CDP and analytics tools to generate actionable insights for strategic decisions Lifecycle Marketing Strategy & Execution
Personally execute sophisticated multi-channel lifecycle campaigns while building scalable processes for growth Own end-to-end campaign development and execution across email and SMS channels, including: Strategic planning and business case development Advanced segmentation and personalization Complex automation design and optimization Performance analysis and continuous improvement Build and deploy behaviorally triggered direct mail programs with clear ROI targets and measurement Design A/B testing frameworks to optimize campaign performance Program Development & Customer Experience
Architect loyalty program strategies integrated with retention initiatives Develop customer experience enhancements to reduce friction and increase retention Lead replace not refund initiatives with targets to keep return rates below 20% Build frameworks for post-purchase experience optimization and feedback integration Required Knowledge, Skills, And Abilities
Strategic & Leadership Experience
7+ years in retention marketing with success in strategic roles Proven track record of developing and executing retention strategies with measurable improvements Experience leading strategic initiatives and presenting to executive leadership Strong business acumen with P&L or budget management experience Technical & Analytical Expertise
Advanced proficiency in strategic analytics and data interpretation Experience with retention tech stack: Klaviyo, PostScript or Yotpo SMS, Lexer CDP or similar, PostPilot or direct mail automation, Google Analytics Strong understanding of predictive analytics and customer modeling Execution Excellence
Ability to personally execute sophisticated campaigns while building strategic frameworks Excellent project management to deliver complex initiatives on time and within budget Ability to work autonomously while driving progress across priorities Strong cross-functional collaboration and influence without authority Required Education And Experience
Bachelor’s degree in Marketing, Business, Analytics, or related field; MBA preferred Minimum 7+ years in eCommerce retention marketing with at least 3 years in strategic/director roles Proven success building retention programs for multiple brands Track record of delivering improvements in retention KPIs and business performance Physical Requirements
Seeing: read reports Hearing: communicate with customers, vendors and employees Climbing/Stooping/Kneeling: ability to reach items Lifting/Pulling/Pushing: up to 10 pounds Fingering/Grasping/Feeling: typing and use of technical sources La Jolla Group is an equal employment opportunity employer. It does not discriminate based on race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, disability, military status, or any protected characteristic. This description is not a contract and is subject to change. Note: The statements describe general nature and level of work and are not a complete list of responsibilities or skills.
#J-18808-Ljbffr
Director, Customer Retention & Lifecyle Marketing. The Director of Customer Retention & Lifecycle Marketing is a strategic leadership role responsible for developing and executing comprehensive, unified retention strategies across all retention tactics while driving measurable performance improvements in customer loyalty, retention, and lifetime value (LTV) across our multiple brand eCommerce stores. This role requires a strategic thinker who can build analytics frameworks, develop data-driven retention strategies, and personally execute complex lifecycle marketing campaigns to achieve aggressive business growth targets. Company
The La Jolla Group is a worldwide leader in the action sports apparel business segment with brands including O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten. The company offers hybrid in-office/remote work, employee discounts, early release Fridays, occasional lunches, year-round events, and a full benefits package. Essential Job Functions
Architect and implement unified, comprehensive retention strategies that integrate all retention tactics (email, SMS, direct mail, loyalty programs, customer experience) into cohesive campaigns that drive measurable business results Own P&L responsibility for retention marketing performance, driving continuous improvement in metrics such as retention rates, LTV, NPS, churn, and return rates Develop multi-year strategic roadmaps for retention marketing with quarterly milestones and measurable targets Lead cross-functional initiatives to optimize the complete customer lifecycle and drive enterprise-wide retention improvements Build and present strategic recommendations to executive leadership with data-driven insights and ROI projections Analytics & Strategic Intelligence
Build analytics frameworks to measure retention across channels and segments Leverage CDP to develop predictive models for behavior, churn risk, and LTV optimization Create segmentation strategies to drive personalized retention campaigns Own KPI dashboards and executive reporting to demonstrate impact and progress Use Lexer CDP and analytics tools to generate actionable insights for strategic decisions Lifecycle Marketing Strategy & Execution
Personally execute sophisticated multi-channel lifecycle campaigns while building scalable processes for growth Own end-to-end campaign development and execution across email and SMS channels, including: Strategic planning and business case development Advanced segmentation and personalization Complex automation design and optimization Performance analysis and continuous improvement Build and deploy behaviorally triggered direct mail programs with clear ROI targets and measurement Design A/B testing frameworks to optimize campaign performance Program Development & Customer Experience
Architect loyalty program strategies integrated with retention initiatives Develop customer experience enhancements to reduce friction and increase retention Lead replace not refund initiatives with targets to keep return rates below 20% Build frameworks for post-purchase experience optimization and feedback integration Required Knowledge, Skills, And Abilities
Strategic & Leadership Experience
7+ years in retention marketing with success in strategic roles Proven track record of developing and executing retention strategies with measurable improvements Experience leading strategic initiatives and presenting to executive leadership Strong business acumen with P&L or budget management experience Technical & Analytical Expertise
Advanced proficiency in strategic analytics and data interpretation Experience with retention tech stack: Klaviyo, PostScript or Yotpo SMS, Lexer CDP or similar, PostPilot or direct mail automation, Google Analytics Strong understanding of predictive analytics and customer modeling Execution Excellence
Ability to personally execute sophisticated campaigns while building strategic frameworks Excellent project management to deliver complex initiatives on time and within budget Ability to work autonomously while driving progress across priorities Strong cross-functional collaboration and influence without authority Required Education And Experience
Bachelor’s degree in Marketing, Business, Analytics, or related field; MBA preferred Minimum 7+ years in eCommerce retention marketing with at least 3 years in strategic/director roles Proven success building retention programs for multiple brands Track record of delivering improvements in retention KPIs and business performance Physical Requirements
Seeing: read reports Hearing: communicate with customers, vendors and employees Climbing/Stooping/Kneeling: ability to reach items Lifting/Pulling/Pushing: up to 10 pounds Fingering/Grasping/Feeling: typing and use of technical sources La Jolla Group is an equal employment opportunity employer. It does not discriminate based on race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, disability, military status, or any protected characteristic. This description is not a contract and is subject to change. Note: The statements describe general nature and level of work and are not a complete list of responsibilities or skills.
#J-18808-Ljbffr