Director, Customer Retention & Lifecycle Marketing bei La Jolla Group

Company Introduction

The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high-energy environment that is continually on the move. With prominent brands such as O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.

Our team enjoys flexibility with a hybrid schedule of in-office and remote work. We offer awesome discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package!  We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.

General Summary

The Director of Customer Retention & Lifecycle Marketing is a strategic leadership role responsible for developing and executing comprehensive, unified retention strategies across all retention tactics while driving measurable performance improvements in customer loyalty, retention, and lifetime value (LTV) across our multiple brand eCommerce stores. This role demands a strategic thinker who can build sophisticated analytics frameworks, develop data-driven retention strategies, and personally execute complex lifecycle marketing campaigns to achieve aggressive business growth targets.

Essential Job Functions

Strategic Leadership & Performance Improvement

• Architect and implement unified, comprehensive retention strategies that integrate all retention tactics (email, SMS, direct mail, loyalty programs, customer experience) into cohesive campaigns that drive measurable business results
• Own P&L responsibility for retention marketing performance, driving continuous improvement in key metrics including customer retention rates, LTV, NPS, churn reduction, and return rates
• Develop multi-year strategic roadmaps for retention marketing with quarterly performance milestones and measurable improvement targets
• Lead cross-functional strategic initiatives to optimize the complete customer lifecycle and drive enterprise-wide retention improvements
• Build and present strategic recommendations to executive leadership with data-driven insights and ROI projections

Analytics & Strategic Intelligence

• Build comprehensive analytics frameworks to measure retention performance across all channels and customer segments
• Leverage CDP to develop predictive models for customer behavior, churn risk, and lifetime value optimization
• Create sophisticated customer segmentation strategies using advanced data analysis to drive personalized retention campaigns
• Own development of KPI dashboards and executive reporting that demonstrates clear business impact and strategic progress
• Leverage Lexer CDP and advanced analytics tools to generate actionable insights that inform strategic decisions

Lifecycle Marketing Strategy & Execution

• Personally execute sophisticated, multi-channel lifecycle marketing campaigns while building scalable processes for future team growth
• Own end-to-end strategic campaign development and execution across email and SMS channels:
• Strategic campaign planning and business case development
• Advanced segmentation and personalization strategies
• Complex automation flow design and optimization
• Performance analysis and continuous improvement initiatives
• Build and deploy behaviorally triggered direct mail programs with clear ROI targets and performance measurement increasing overall revenue contribution of flow vs. campaigns
• Design A/B testing frameworks to continuously optimize campaign performance and drive measurable improvements

Program Development & Customer Experience Strategy

• Architect comprehensive loyalty program strategies that integrate with broader retention initiatives and drive measurable customer value increases
• Develop customer experience enhancement strategies that reduce friction, improve satisfaction, and increase retention rates
• Lead "replace not refund" strategic initiatives with clear targets for maintaining return rates below 20%
• Build strategic frameworks for post-purchase experience optimization and customer feedback integration

Required Knowledge, Skills, and Abilities

Strategic & Leadership Experience

• 7+ years of progressive experience in retention marketing with demonstrated success in strategic roles
• Proven track record of developing and executing comprehensive retention strategies that drive measurable business improvements
• Experience leading strategic initiatives and presenting to executive leadership
• Strong business acumen with P&L or budget management experience

Technical & Analytical Expertise

• Advanced proficiency in strategic analytics and data interpretation
• Expert-level experience with retention marketing technology stack:
• Klaviyo (advanced automation and segmentation)
• PostScript or Yotpo SMS
• Lexer CDP or similar advanced platforms
• PostPilot or direct mail automation
• Google Analytics and advanced reporting tools
• Strong understanding of predictive analytics and customer modeling

Execution Excellence

• Demonstrated ability to personally execute sophisticated campaigns while building strategic frameworks
• Exceptional project management skills with ability to deliver complex initiatives on time and within budget
• Proven ability to work autonomously while driving strategic progress across multiple priorities
• Strong cross-functional collaboration skills with ability to influence without direct authority

Required Education and Experience

• Bachelor’s degree in marketing, Business, Analytics, or related field; MBA preferred
• Minimum 7+ years in eCommerce retention marketing with at least 3 years in strategic/director-level roles
• Proven success building retention programs for multiple brands simultaneously
• Track record of delivering measurable improvements in retention KPIs and business performance

Physical Requirements

Seeing: Must be able to see well enough to read reports.
Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.
Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products.
Lifting/Pulling/Pushing: Must be able to lift up to 10 pounds.
Fingering/Grasping/Feeling: Must be able to type and use technical sources.

La Jolla Group provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. La Jolla Group takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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