[Hiring] Director of Lifecycle Marketing @Enhanced US LLC

Role Description

We’re looking for a Director of Retention to own and scale our retention strategy across the full customer lifecycle. This role will have full ownership of our CRM ecosystem — including email, SMS, direct mail, and subscription initiatives — with a relentless focus on maximizing customer lifetime value (LTV), engagement, and loyalty.

This is a highly strategic and hands-on role for a retention leader who thrives in fast-moving, non-traditional environments and knows how to turn data, experimentation, and storytelling into measurable growth. You’ll be responsible not only for building world-class retention programs, but also for continuously testing, optimizing, and pushing boundaries to elevate how customers experience the Enhanced brand over time.

What You’ll Do

• Establish a clear baseline for retention, lifecycle performance, and owned-channel revenue.
• Build and optimize core lifecycle programs across onboarding, refill and adherence, payment recovery, and winback.
• Create a scalable email and SMS testing and execution cadence.
• Partner with Finance, Data, Legal, and Clinical to build the measurement, compliance, and operational infrastructure needed to scale lifecycle marketing.
• Drive measurable improvements in refill rates, retention, LTV, and owned-channel revenue.
• Build a mature, always-on lifecycle program across email, SMS, and other owned channels.
• Establish cross-protocol expansion as a repeatable growth lever and develop a testing roadmap tied directly to revenue.
• Position owned channels as a top-three revenue driver for the business.
• Continuously improve performance through timing, creative, and offers.

Qualifications

• D2C lifecycle expertise: Proven experience building and scaling owned-channel programs within a high-volume D2C subscription business, with a hands-on approach to lifecycle strategy, flows, and execution.
• Strong retention and revenue analytics: Deep understanding of cohorts, LTV/CAC, payback period, churn, and retention metrics, with the ability to quantify lifecycle impact and partner effectively with Finance and Data.
• Subscription and replenishment experience: Experience in telehealth, supplements, or another recurring/consumable business, with a strong understanding of refill, adherence, dunning, and retention as core revenue levers.
• Regulated-category experience: Experience operating in Rx, health, or another compliance-heavy category, with sound judgment around legal and clinical requirements while maintaining speed of execution.
• Cross-functional leadership: Ability to influence cross-teams to deliver outcomes without direct authority, while effectively managing agencies and contractors.

Requirements

• Must be authorized to work in the United States of America (no sponsorship required).