Director of Retention at Printfresh LLC, Philadelphia, United States

Printfresh is seeking a Director of Retention to guide lifecycle marketing initiatives amid rapid expansion. This hands-on leadership role combines strategic planning with direct execution, overseeing customer engagement via email, SMS, and loyalty programs while directing a dynamic team.

Key Responsibilities

• Oversee lifecycle and retention communications including email, SMS, in-app, website, loyalty, and unboxing experiences.
• Manage marketing-technology stack, encompassing Klaviyo and Yotpo.
• Develop customer journey mapping, segmentation, and personalization strategies.
• Establish test-and-learn programs and experimentation roadmaps for retention channels.
• Lead loyalty, referrals, and post-purchase experiences.
• Collaborate with Creative, Merchandising, CX, and Paid Media teams.
• Create detailed campaign plans covering touchpoints, timelines, risks, and contingencies.
• Design holistic retention strategies integrating website, ads, purchase history, and campaign data.
• Define KPIs, decision frameworks, and mitigation plans for operational challenges.
• Drive and report on engagement, retention, and LTV objectives.
• Develop cross-channel messaging for value and delight in customer journeys.
• Regulate send frequency and timing to balance relationship protection and relevance.
• Align messaging across retention, paid media, and personalization for brand consistency.
• Audit customer experiences, benchmark against competitors, and identify opportunities.
• Maintain martech stack with optimization roadmaps and data integrations.
• Implement data governance and translate insights into dashboards and reports.
• Supervise Retention Specialist, Senior Manager of Retention, and Copywriter with regular check-ins and development.
• Approve creative, copy, and strategies for alignment and performance.
• Promote experimentation, honesty, and learning culture.
• Direct editorial voice across campaigns, site, blog, video, and storytelling.

Qualifications

• 8–15 years in lifecycle or retention marketing, with at least 4 years in people management at a DTC or e-commerce brand.
• Hands-on player/coach approach, skilled in segmentation strategies and Klaviyo QA.
• Proven history of achieving measurable retention outcomes with clear examples.
• Advanced expertise in Klaviyo; preferred experience with Klaviyo SMS or similar platforms.
• Strong data skills in GA4, MTA tools, incrementality testing, and MMM modeling for data-driven decisions.
• Keen sense for copy and brand voice, with experience leading editorial or creative teams.
• Proficiency in Adobe Creative Suite preferred; essential ability to brief designers.
• Experience at high-growth brands in the $30M–$150M range is advantageous.

Education

Unspecified

Benefits And Growth

• Health and dental insurance.
• PTO and paid holidays.
• 401(k) with company match.
• Employee discount on Printfresh products.
• Hybrid schedule requiring in-office presence Tuesdays, Wednesdays, and Thursdays in Philadelphia.
• Opportunity to join a creative, innovative team focused on fashion, sustainability, and customer-centric growth.