Director of Retention & Customer Lifecycle
Reports To: Head of Growth Location: Remote
Compensation: $180,000-$200,000
About Bask & Lather
Bask & Lather is one of the fastest-growing independent beauty brands in the United States, serving millions of customers across Shopify, Amazon, TikTok Shop, Walmart, and national retail partners.
As we continue scaling nationally and internationally, retention has become one of the company’s largest growth opportunities.
We’re looking for a Director of Retention & Customer Lifecycle to build one of the best lifecycle marketing organizations in consumer products.
This leader will own the long-term value of every customer relationship from first purchase through loyalty and transform retention into one of Bask & Lather’s primary growth engines.
Position Overview
This is not a traditional CRM position.
This is a business leadership role.
The Director of Retention & Customer Lifecycle owns the performance of Bask & Lather’s existing customer base across every touchpoint and channel.
Success is measured by increasing customer lifetime value, improving retention, growing subscription revenue, expanding loyalty participation, and maximizing profitable existing customer revenue.
This leader will combine strategy, experimentation, analytics, automation, customer insights, and team leadership to build a world-class retention organization.
What You’ll Own
Customer Lifetime Value
Own the long-term value of our customer base by improving:
Develop initiatives that create sustainable long-term customer value—not short-term revenue spikes.
Customer Retention
Own the health of our customer base including:
Develop strategies that improve customer relationships over time.
Lifecycle Marketing
Own lifecycle strategy across every customer touchpoint.
Including:
Every lifecycle communication should have a measurable business objective.
Subscription Business
Own the long-term growth of subscriptions across Shopify, TikTok Shop, and Amazon.
Responsible for:
Loyalty Strategy
Own the long-term success of Bask & Lather’s loyalty program.
Including:
Customer Intelligence
Build the company’s customer intelligence function.
Develop reporting around:
Turn customer insights into business strategy.
Experimentation
Build a culture of continuous testing.
Examples include:
Every initiative should be measured against incremental business impact.
Analytics & Executive Reporting
Own executive reporting that answers:
Present monthly executive retention business reviews.
AI & Automation
Leverage AI and automation to improve:
Continuously identify ways technology can improve customer experience while increasing team productivity.
Leadership
Lead and develop Bask & Lather’s Retention organization.
Responsible for:
Success in the First 12 Months
Success means:
Ideal Background
Why This Role Matters
Customer acquisition is only half the equation.
The greatest opportunity for Bask & Lather is increasing the value of every customer relationship over time.
This role will define how millions of customers experience our brand after their first purchase, build systems that drive sustainable long-term growth, and establish retention as one of the company’s most valuable competitive advantages.
Compensation:
$180,000-$200,000
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Bask & Lather is a rapidly expanding independent beauty brand in the United States, serving a vast customer base through various online and retail channels. The company is focused on scaling its operations nationally and internationally.