Director of Retention - 47283575117

Seeking LATAM-based candidates who are LATAM citizens. Only English CVs will be accepted.

Position: Director of Retention

Working Schedule: 9am-5pm EST

Salary Range: $5,500- $6,000(the final salary will be determined by the candidate's level of experience and at the discretion of the client)

About the company:

A fast-growing portfolio of DTC e-commerce brands operating primarily on Shopify. We scale brands profitably by focusing on creative growth, retention, and operational discipline. Our team is lean, fast-moving, and relentlessly focused on driving results across a range of consumer verticals.

Job Overview:

We’re looking for a Director of Retention who lives and breathes LTV, segmentation, and creative customer experience. You’ll be the architect and operator of our post-purchase engine—owning email, SMS, direct mail, gifting strategies, upsells, and loyalty tactics across multiple brands. This is not a “set-it-and-forget-it” lifecycle role. We’re looking for someone who’s deep in the data, obsessed with performance, and constantly testing everything from subject lines to inserts to surprise gifts. You’ll build, test, iterate, and scale retention strategies that create loyalty, improve margins, and unlock long-term value.

Requirements:

• 4+ years of experience in customer retention, lifecycle marketing, or related roles, with at least 4 years in a leadership position.
• Strong analytical skills with experience using data to drive decisions.
• Proficiency in CRM, email marketing tools, customer analytics platforms, and A/B testing tools.
• Exceptional communication, leadership, and project management skills.
• Experience working in fast-paced, cross-functional environments.

What You’ll Own

Email & SMS Lifecycle

• Build and manage best-in-class flows and campaigns in Klaviyo and Postscript
• Constantly test and optimize subject lines, segmentation, timing, creative, and offers
• Design post-purchase journeys that improve repeat rates, subscription take rates, and upsell success
• Turn insights from Shopify and analytics into actionable lifecycle strategies

LTV & Customer Journey Strategy

• Own the retention side of LTV/CAC equation—partnering with growth to stretch value per customer
• Design creative ways to get customers from first order to second, second to third, third to subscriber
• Collaborate on offer sequencing, bundling, and cross-sell strategies that maximize AOV and long-term retention
• Identify and target high-potential but unengaged customers with segmented campaigns

Direct Mail, Gifting & Surprise-and-Delight

• Test and scale direct mail strategies that support reactivation and deeper engagement
• Develop and track the performance of branded and non-branded gifts, samples, inserts, and handwritten notes
• Constantly brainstorm unexpected touchpoints that deepen connection and increase LTV

Creative Execution

• Collaborate with our Senior Designer to bring lifecycle campaigns and print collateral to life
• Write or oversee copy for flows, emails, and printed materials with a brand-appropriate tone of voice
• Think beyond email—what’s the full retention experience we want to create across mediums?

Analytics & Testing

• Own reporting, analysis, and insight generation for all retention efforts
• Develop a testing roadmap for flows, campaigns, incentives, and content
• Drive data-backed decisions that directly impact revenue, retention, and margin

Who You Are

• You’ve run lifecycle marketing in-house or at an agency, and can show performance gains over time
• You’re a strategic marketer and relentless executor—you think in flows and act in real time
• You’re fluent in Klaviyo, Postscript, Shopify, and the data around LTV, AOV, CAC, and cohort behavior
• You understand what makes customers stick, and know how to build experiences that drive emotional and financial value
• You’re always testing new hypotheses, running A/B tests, and adapting quickly based on what the data tells you
• You’ve worked on cross-sell strategies, loyalty campaigns, reactivation, and even brand surprises
• You collaborate well with creatives and marketers, but own your outcomes from strategy to send

Why Join?

• Full Ownership of Retention: You’ll lead strategy and execution across a portfolio of high-potential DTC brands
• High-Impact Role: Retention is a core growth lever at Pathfinder—your work will directly drive revenue and profitability
• Creative + Analytical: Use your left and right brain every day—dream up surprise gifts one hour and analyze cohort performance the next
• Collaborative, Fast-Moving Team: Work with brand managers, designers, and founders who care deeply about the customer journey
• Career Growth: Be the foundation of our retention function, with the potential to grow into a VP-level role as our portfolio scales

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