Director of Retention Marketing presso FreshDirect

About FreshDirect
At FreshDirect, we are reinventing the grocery experience. Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s home – faster, fresher, and smarter than anyone else.
We are not just a food company – we are a technology-powered, customer-obsessed team building the most innovative end-to-end food supply chain in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience and care.
We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients, then use smart data, automation, and logistics to get them to our customers’ door at peak freshness. It’s grocery shopping reimagined and we are just getting started.
If you are passionate about innovation, care about what people eat, and want to be part of a team doing what no one else is doing, come build the future of food with us.

The role:

FreshDirect is seeking a Director of Retention Marketing to design, implement, and scale data-driven retention strategies that deepen customer engagement and maximize lifetime value. Reporting to the VP of Strategy, Analytics & Marketing Ops, this leader will bridge data, marketing, product, and merchandising teams to ensure insights-led, seamless execution of retention initiatives. In this role, you will drive customer engagement, retention, and lifetime value through personalized marketing initiatives across channels, including email, SMS, and push notifications. You will collaborate with cross-functional teams to create and optimize lifecycle marketing programs that resonate with our customers at every stage of their journey.

This is both a strategic and hands-on role, leading a team dedicated to flawless campaign execution for both residential and B2B customers.

What you’ll do:

Retention Strategy Leadership:

·         Develop and execute a comprehensive CRM and Lifecycle marketing strategy to drive customer engagement, retention, and revenue growth.

·         Lead the design, implementation, and optimization of multi-channel campaigns, including setup, briefing, QA, deployment, performance monitoring, ensuring seamless execution.

·         Design and launch loyalty programs and value-add initiatives that increase subscriber engagement and lifetime value.

·         Oversee the management and optimization of the CRM platform, ensuring seamless integration with other marketing and data systems.

Cross-Functional Collaboration:

·         Coordinate with product, merchandising, marketing and analytics teams to develop creative campaigns and solutions using advanced Braze features, dynamic content, and personalization, ensuring accurate targeting and relevancy in all communications.

·         Own the retention calendar, including all creative briefing and coordination with merchandising. Partner with creative and content teams to develop compelling messaging aligned with brand values and tailored for various customer segments.

Analytics & Optimization:

·         Partner with analytics and data science to define campaign performance benchmarks and enable consistent measurement across initiatives.

·         Monitor and analyze the performance of marketing programs, using data-driven insights to continuously improve effectiveness and customer outcomes.

·         Lead A/B testing for retention marketing and experimentation to identify best practices and innovative approaches in customer engagement.

Team Leadership:

·         Manage and mentor a junior CRM coordinator, foster a culture of innovation, collaboration, and continuous learning.

·         Own the team’s core operational KPIs and identify opportunities for increased efficiency and impact and report to senior leadership, providing actionable insights and recommendations to drive business growth.

·         Serve as the team’s Braze expert, staying up to date with new features and helping the team unlock the platform’s full potential.

Qualifications:

·         8+ years of experience in CRM, email marketing, or lifecycle marketing, with a proven track record of driving customer engagement and retention.

·         Bachelor’s degree in Marketing, Business, or a related field; MBA or advanced degree is a plus.

·         Deep familiarity with Braze, including regular usage of advanced platform tools like Connected Content, Content Blocks, Canvas, and Segment integrations.

·         Solid experience in marketing operations, with demonstrated success building systems, processes, and tooling to improve campaign execution at scale.

·         Strong understanding of customer segmentation, targeting, and personalization.

·         Proficiency in data analysis and the ability to derive actionable insights from complex datasets.

·         Excellent project management skills, with the ability to prioritize and manage multiple initiatives in a fast-paced environment.

·         Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams and senior leadership.

·         Experience in e-commerce, retail, or subscription-based industry is highly desirable.

·         Knowledge of data privacy regulations and best practices in email marketing and customer communications.

Why Join FreshDirect?

·         Compensation: $145,000+ annually (depending on experience and qualifications).

·         Time to Recharge: Enjoy generous Paid Time Off, Safe & Sick Leave, and Paid Holidays so you can rest, reset, and spend time on what matters most.

·         Comprehensive Health Coverage: We’ve got you covered with medical, vision, dental, and voluntary disability benefits designed to support you and your family’s well-being.

·         Future-Ready Finances: Build your future with our 401(k) plan + employer match and gain peace of mind with life insurance benefits.

·         Workplace You’ll Love: Our modern Bronx campus features a state-of-the-art facility, a full gym, an inviting cafeteria, and an employee market. We also provide free parking and a shuttle service from nearby MTA stations for an easy commute.

·         Growth & Development: Your career growth matters to us. We offer leadership development programs, plus exclusive tuition discounts through our partnerships with local colleges.

·         Exclusive Perks: Get a 20% employee discount on FreshDirect online orders and our wine store. Shop amazing deals at our on-site employee market and join fun engagement events and vendor spotlights where you can sample the very best of what we offer.

Our Culture
We embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.

Equal Opportunity
We are proud to be an equal opportunity employer. Fresh Direct, LLC and its affiliates do not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, gender, disability, sexual orientation, age, religion, creed, marital status, veteran status, domestic violence victim status, political affiliation, or any other factor protected by federal, state, or local law.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization.