Director of Retention
The Position
Winc is looking for a strategic and operational leader to join the Growth team as Director of Retention.
Reporting to the VP of Growth, this leader will own the vision and implementation of strategic initiatives to increase retention rates and lifetime value of Winc customers through customized and powerful digital product and lifecycle marketing efforts.
In this highly visible, cross-functional role, you will manage a team focused on driving all customer facing channels, such as Winc.com, email, SMS, and customer support.
This role requires a growth-oriented leader who possesses a strong toolkit of digital product management and CRM experience.
You will seek to understand the customer journey and develop personalized and effective strategies that create a seamless and on-brand customer experience across all touchpoints.
The ideal candidate will be a passionate problem solver, someone who always challenges the status quo, and has a team-first mindset.
The Responsibilities
Own customer retention and experience for Winc.com’s membership base Lead the strategy for the member experience on Winc’s digital product, including managing the end-to-end process for new feature launches in partnership with creative, engineering, and analytics teams Lead the vision, strategy, and results for our email & SMS marketing program, encompassing promotional, transactional, and lifecycle communications Oversee product merchandising strategy, including product portfolio optimization, bundle curation, communication touchpoints, and pricing/promotions Develop an overall segmentation strategy within our lead and customer base, activating against that segmentation to drive value, continually optimizing via test and learn, and reporting out on results.
Lead and develop a team of lifecycle marketing and CX experts
Ideal Candidate
5+ years relevant marketing experience (retention, loyalty, merchandising) with experience in people management and leading high-performance teams Deep experience in email, CRM programs, and loyalty initiatives, ideally for a high-growth startup or in the DTC subscription or eCommerce space Proven ability to rigorously analyze data and determine marketing success based on incremental value Demonstrated ability to improve retention efforts over time through segmentation, channel expansion, and promotions Experience in working cross-functionally with creative and engineering teams to drive digital product feature testing and launch Scrappy, willing to roll up sleeves, and has an entrepreneurial mindset Excellent communication skills including the ability to influence and articulate clear, measurable objectives after developing a detailed understanding of the business goals