About Refyne We Are Refyne is a specialist executive search agency dedicated to the Beauty, Wellness, and Aesthetics industries. We partner with the sector's most ambitious brands to find the commercial talent driving their next stage of growth.
About Our Client Our client 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 they scale nationally and internationally, retention has become one of their largest growth opportunities, and they're looking for a leader to turn it into one of the company's primary growth engines.
The Opportunity This is a business leadership role, not a traditional CRM position. The Director of Retention & Customer Lifecycle will own the performance of the existing customer base across every touchpoint, measured by lifetime value, retention, subscription growth, and loyalty participation, combining strategy, experimentation, analytics, and team leadership to build a world-class retention organisation.
Key Responsibilities
- Own customer lifetime value, driving sustainable growth in revenue per customer, LTV by channel, product, and cohort
- Own customer retention health, including repeat purchase rate, purchase frequency, and churn
- Lead lifecycle marketing strategy across email, SMS, push, onboarding, replenishment, win-back, and VIP journeys
- Own the subscription business across Shopify, TikTok Shop, and Amazon, including subscriber growth, retention, and offer optimisation
- Lead loyalty program strategy, including membership growth, engagement, and redemption
- Build the company's customer intelligence function, turning insights into business strategy
- Drive a culture of continuous experimentation across offers, journeys, and segmentation
- Own executive retention reporting, presenting monthly business reviews
- Lead and develop the Retention team, including agency and vendor management
Ideal Background
- 8+ years in Retention, CRM, Lifecycle Marketing, or Growth Marketing
- Experience scaling a DTC consumer brand beyond $100M in annual revenue
- Deep expertise with Shopify, Klaviyo, Recharge, Attentive/Postscript, loyalty platforms, GA4, and modern BI tools
- Strong analytical capabilities, including cohort analysis, LTV modelling, and experimentation
- Experience leading high-performing teams and cross-functional initiatives
Why Join This role will define how millions of customers experience the brand after their first purchase, with the opportunity to build retention into one of the company's most valuable competitive advantages.