Director, Retention

Bloom

Director of Retention managing customer lifecycle across email, SMS, and loyalty for Poppy & Peonies. Leading retention strategy in a high-impact leadership role to drive long-term relationships with customers.

Posted 5/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $150,000 - $185,000 per yearWebsite

About the role

Key responsibilities & impact

Poppy & Peonies is looking for a strategic, customer-obsessed Director of Retention to own and evolve the full customer lifecycle across email, SMS, loyalty, and retention marketing.
This is a high-impact leadership role where you’ll shape how we build long-term relationships with our community, increase customer lifetime value, and create thoughtful brand touchpoints that keep customers coming back.
You’ll lead retention strategy across CRM channels while partnering closely with creative, ecommerce, and CX teams to deliver seamless customer experiences that feel deeply aligned with the Poppy & Peonies brand.
Own and evolve the retention marketing strategy across email, SMS, loyalty, referral, and post-purchase touchpoints.
Build and optimize customer lifecycle journeys from acquisition through repeat purchase, win-back, and VIP retention.
Develop segmentation strategies based on customer behavior, purchase patterns, engagement, and lifecycle stage.
Lead campaign planning and CRM calendar execution around launches, seasonal moments, and customer engagement initiatives.
Partner with creative teams to ensure all customer communications feel elevated, intentional, and aligned with the brand voice.
Drive strategies that increase repeat purchase rate, customer lifetime value, and long-term customer engagement.

Requirements

What you’ll need

Proven experience leading retention, CRM, or lifecycle marketing within a direct-to-consumer, retail, fashion, or lifestyle brand
Deep expertise in email and SMS marketing strategy, automation, segmentation, and lifecycle management
Hands-on experience with platforms such as Klaviyo, Attentive, Postscript, or similar CRM tools
Strong understanding of customer psychology and retention marketing best practices
Track record of improving retention, repeat purchase rate, and customer lifetime value
Strong analytical mindset with the ability to translate customer data into actionable insights
Experience managing agencies, freelancers, or external partners
Highly organized and comfortable balancing strategy with execution in a fast-moving environment
A builder mentality with excitement for ownership, experimentation, and scaling thoughtfully
Clear communicator who collaborates effectively across creative, ecommerce, CX, and leadership teams
Genuine interest in fashion, lifestyle, and community-driven brands

Benefits

Comp & perks

Annual Salary ranges from $150,000- $185,000
Performance bonus
3 weeks of paid vacation per year
Health benefits coverage
$250 annual period & menstrual budget
$1,000 annual allowance towards Poppy & Peonies product
$400 home office setup allowance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

retention marketingCRM marketinglifecycle marketingemail marketingSMS marketingsegmentation strategiescustomer lifecycle managementcampaign planningdata analysiscustomer engagement

Soft Skills

leadershipstrategic thinkingorganizational skillscommunicationcollaborationanalytical mindsetcreativityownership mentalityadaptabilitycustomer obsession