Director Of Customer Retention

Karma and Luck is the home for modern spiritual jewelry and home decor from around the world. We are uniting cultures, sharing beliefs, lifestyles, and experiences from the far corners of the world, and celebrating these cultures together.

Please visit our website atwww.karmaandluck.comfor more information.

Our mission is to awaken deeper meaning and awareness in daily life and inspire people to live

more meaningful lives.

Job Summary:

Position Overview:

We are seeking a highly skilled and experienced DTC (Direct-to-Consumer) Customer Retention Expert to join our team. In this role, you will be responsible for developing and implementing strategies to increase customer retention and loyalty, ultimately driving revenue growth and enhancing customer lifetime value. You will work closely with cross-functional teams to analyze customer data, identify opportunities for improvement, and execute retention initiatives across various channels. The ideal candidate is data-driven, customer-focused, and has a deep understanding of direct-to-consumer business models.

Responsibilities:

1. Develop and execute customer retention strategies: Design and implement data-driven customer retention strategies, programs, and campaigns to increase customer loyalty, reduce churn, and drive repeat purchases.
2. Analyze customer data and insights: Utilize customer data and analytics to identify trends, patterns, and opportunities for improving customer retention. Conduct segmentation analysis and develop targeted retention initiatives based on customer behavior, preferences, and feedback.
3. Customer journey optimization: Map and optimize the customer journey, identifying key touchpoints and implementing strategies to enhance the overall customer experience and increase retention rates.
4. Loyalty program management: Oversee the development and management of a customer loyalty program, including defining program structure, benefits, and incentives. Continuously monitor and optimize the program based on customer feedback and performance metrics.
5. Customer communication and engagement: Develop and execute personalized, targeted communication strategies to engage and retain customers. This includes email marketing campaigns, in-app messaging, push notifications, and other relevant channels.
6. Collaborate with cross-functional teams: Work closely with marketing, product, and customer service teams to align customer retention efforts with overall business objectives. Collaborate on initiatives such as product enhancements, customer feedback collection, and customer support improvements.
7. Performance tracking and reporting: Define and track key performance indicators (KPIs) related to customer retention, such as customer churn rate, customer lifetime value (CLTV), and repeat purchase rate. Provide regular reports and insights to management, highlighting successes, challenges, and opportunities.
8. Stay updated on industry trends: Stay informed about industry best practices, emerging trends, and competitive landscape related to customer retention and loyalty in the DTC space. Apply relevant insights to drive innovation and improve retention strategies.

Qualifications:

• Strong analytical skills with the ability to derive insights from customer data and develop data-driven strategies.
• Proficiency in using customer relationship management (CRM) tools, marketing automation platforms, and analytics software.
• Passion for understanding consumer behavior and delivering exceptional customer experiences.
• Excellent understanding of DTC business models, customer lifecycle, and customer journey optimization.
• Experience with loyalty program management and email marketing campaigns.
• Strong problem-solving skills and the ability to think strategically while also executing tactical initiatives.
• Results-oriented mindset with a focus on achieving measurable goals and driving revenue growth through customer retention.
• Bachelor's degree in marketing, business, or a related field (advanced degree preferred).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and levels of the organization.
• Proven experience (X+ years) in customer retention, loyalty marketing, or a related role within the DTC industry.
• Familiarity with e-commerce platforms and technologies is a plus.