[Hiring] Director of Retention @Oceans

Role Description

As a Director of Retention, you will join a fast-growing digital operations enterprise expanding its presence across Latin American markets. In this role, you will independently lead and scale customer retention and lifecycle marketing initiatives to maximize customer lifetime value, drive repeat purchasing behavior, and build high-converting customer retention programs.

Operating as a strategic and technical lifecycle leader, you will own the end-to-end customer retention roadmap. You will develop automated workflows, create targeted customer offers, manage advanced segmentation, and leverage customer data to optimize commercial outcomes across email, SMS, subscriptions, and personalized retention channels.

Accountability

Your success will be defined by your ability to:

• Maximize customer lifetime value
• Increase repeat purchase rates
• Optimize retention campaign efficiency across all digital touchpoints

Here’s how you’ll make an impact:

• Lifecycle Marketing Strategy:
  • Develop and execute a comprehensive customer retention strategy tailored to regional customer behaviors and commercial dynamics.
  • Own the end-to-end lifecycle marketing roadmap spanning email, SMS, subscriptions, and loyalty programs.
  • Identify high-value retention opportunities across distinct customer lifecycle stages to elevate customer lifetime value.
  • Align all retention and lifecycle operations with broader digital marketing objectives and brand promotional calendars.
  • Collaborate directly with executive leadership to review retention performance and set strategic priorities.
• Email & SMS Marketing:
  • Independently manage lifecycle and retention campaigns using automation platforms such as Klaviyo and Attentive.
  • Build, maintain, and manage high-performing email and SMS marketing calendars.
  • Develop targeted promotional offers, campaign variations, and localized customer communications.
  • Optimize subject lines, body content, promotional mechanics, and calls to action to drive engagement.
  • Monitor campaign health, deliverability, and overall performance to identify ongoing optimization opportunities.
• Lifecycle Automation & Flow Development:
  • Build, audit, and continuously optimize automated lifecycle workflows across customer touchpoints.
  • Establish high-converting welcome sequences, onboarding flows, replenishment reminders, and repeat-purchase triggers.
  • Design and launch customer win-back and reactivation campaigns to recover inactive accounts.
  • Optimize automation triggers, dynamic segmentation, and timing logic to eliminate friction in the customer journey.
  • Maintain reliable, hands-on technical execution across all automated communications.
• Customer Segmentation & Personalization:
  • Segment customer databases based on purchasing history, behavioral signals, engagement levels, and lifecycle stages.
  • Identify high-value, repeat, and at-risk customer groups to deliver personalized messaging and offers.
  • Adapt communications and promotional structures to align with local regional preferences.
  • Utilize AI-assisted segmentation and predictive models to improve targeting relevance and copy efficiency.
• Subscription & Loyalty Optimization:
  • Develop and implement strategies to drive subscription adoption and long-term customer retention.
  • Build specialized subscription lifecycle flows to reduce subscription cancellations and churn.
  • Support VIP loyalty tiers, recognition programs, and exclusive offers for top-tier customer segments.
  • Analyze subscription performance trends and implement proactive retention initiatives.
• Cross-Sell, Bundling & AOV Growth:
  • Identify product-driven opportunities to expand average order value (AOV) across customer orders.
  • Design personalized cross-sell and product bundling campaigns based on historical purchase data.
  • Test offer structures and promotional approaches to optimize repeat revenue per user.
  • Partner with digital marketing stakeholders to align acquisition offers with post-purchase cross-sell flows.
• Retention Analytics & Reporting:
  • Build, maintain, and present comprehensive monthly retention performance dashboards to executive leadership.
  • Track key retention metrics, including customer LTV, repeat purchase rates, subscription churn, AOV, and reactivation performance.
  • Translate campaign and behavioral data into actionable commercial recommendations and strategic roadmap adjustments.
• Testing & Optimization:
  • Establish a structured lifecycle experimentation roadmap across copy, design, timing, and offers.
  • Run continuous A/B and multivariate tests on subject lines, messaging formats, dynamic bundles, and automated triggers.
  • Document test findings, scale winning initiatives, and embed learnings across future retention campaigns.
• Ancillary Channel Coordination & AI-Assisted Operations:
  • Coordinate retargeting, win-back offers, and lifecycle messaging with broader brand and paid acquisition efforts.
  • Leverage AI tools to accelerate customer behavior analysis, personalized copy variations, and predictive churn modeling.

Skills and Qualifications

• Proven track record in DTC lifecycle and retention marketing, with demonstrated success growing repeat revenue, customer LTV, and repeat purchase rates in e-commerce environments.
• Experience managing campaigns for Latin American markets or regional audiences is strongly preferred.
• Advanced, hands-on expertise in Klaviyo (non-negotiable flow building, audit, and troubleshooting mastery).
• High proficiency in Attentive, and working knowledge of e-commerce platforms, subscription management software, and customer data platforms.
• Strong analytical capability with a deep understanding of core retention metrics (LTV, repeat purchase rate, churn, AOV, reactivation rate).
• Proven ability to build retention dashboards and translate complex data into commercial strategies.
• Highly autonomous, detail-oriented, and commercially minded, with a strong execution focus and bias toward continuous experimentation.

Role Specifications

• This is a remote role, where you will be expected to work a split shift with some overlap with our client’s time zone.
• You will be expected to be present for in-person training programs during your first 3.5 weeks with us.