Fitt Talent Partners - Director of Retention and Lifecycle

• Email, SMS, Direct Mail • Fully own Klaviyo—segmentation, flows, deliverability, testing, performance reporting, optimization. • Build and manage email + SMS campaign and flow calendars across product launches, educational campaigns, promos, and retention themes, sending 20-30 campaigns a month. • Oversee voice memo SMS campaigns from founders and consistently test new formats that strengthen connection and loyalty. • Partner with contractors to brief, load, QA, and deploy campaigns and be able to use AI tooling to 10x this with automated systems. • Coordinate strategy and design for direct mail campaigns. • Ensure a high bar for brand alignment, clarity, performance, and customer relevance. • Subscription Strategy & Growth • Own subscription retention and growth: pricing strategy, churn mitigation, personalization, win backs, plan upgrades, save strategies, and promotion tactics and manage everything in Skio. • Drive sub attach rate without using scammy gray hat tactics for both new customer and one time to sub, dependent on product and acquisition source. • You are obsessed with NRR and are always looking at this number, trying to drive over 100%. • Work closely with the Director of Marketing to refine subscription offerings, test new retention mechanisms, and optimize onboarding. • Use cohort analysis, predictive modeling, and customer behavior data to build long-term strategies on increasing LTV across segments. • Customer Lifecycle Architecture • Architect personalized journeys across channels: onboarding, activation, loyalty, replenishment, reactivation, and advocacy. • Obsess over first order to repeat purchase data, time to second purchase, and strategies to improve these metrics to best in class retention by cohort. • Build behavioral segmentation strategies that place customers into the optimal paths at the right time. • Own experimentation frameworks—test messages, offers, timings, and flows across lifecycle stages and for our various personas. • Analysis, Insights & Reporting • Track LTV, LTR, CAC payback periods, retention rate, churn drivers, cohort performance, deliverability, repeat rate, subscription health, and lifecycle lift. • Obsess over the above numbers by acquisition source and entry SKU. • Translate insights into action for marketing, growth, CX, and product departments. • Identify risks, trends, and opportunities and then proactively solve problems with data driven solutions. • Cross-Functional Leadership • Partner closely with marketing + growth leadership to align lifecycle strategy to acquisition and revenue targets. • Work with CX, web, and product teams to inform messaging, merchandising, and UX improvements. • Manage retention initiatives from hypothesis → scoping → testing → rollout, ensuring clarity and smooth collaboration across teams.