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Director, Retention and CRM

Remote: 
Full Remote
Contract: 
Full time
Work from: 
California (USA)

Offer summary

Qualifications:

7+ years of experience in CRM, customer marketing, and lifecycle optimization, preferably in high-growth businesses., Strong analytical skills with the ability to translate data insights into actionable strategies., Experience in e-commerce or direct-to-consumer brands, with a focus on subscription models., Familiarity with CRM tools and technologies, such as Iterable and SendGrid, is a plus..

Key responsabilities:

  • Lead the development and execution of CRM and retention strategies to enhance customer lifecycle and experience.
  • Optimize cross-channel customer lifecycle strategies focusing on retention, lifetime value, and customer satisfaction metrics.
  • Collaborate with cross-functional teams to drive customer initiatives, including product launches and loyalty programs.
  • Mentor and lead a diverse team of CRM marketers while fostering a data-driven culture within the organization.

Ritual logo
Ritual Health, Sport, Wellness & Fitness Scaleup https://ritual.com/
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Job description

About Ritual
Ritual is a personal health brand that is building the future of daily essentials. Our mission is simple: we help turn healthy habits into a Ritual. We started by creating the first visible supply chain of its kind and reinventing the daily multivitamin from the ground up. Now, together with some of the world’s leading scientists, researchers and advisors, we’re developing a new standard of high-quality, traceable daily products across new categories. Hundreds of thousands of customers across generations trust us, and we are growing quickly. 
 
We’ve built a team of over 120 (and counting) curious skeptics, world-class scientists, unconventional artists, expert marketers, and analytical strategists. We’re venture-backed and based in sunny Los Angeles. If you’re looking to challenge the status quo and be challenged to do the best work of your career, join us.

Essential
At Ritual, we believe that great ideas come from diverse perspectives, and we are committed to building an inclusive and equitable workplace where everyone can thrive. The Director, Retention and CRM will lead CRM and Retention strategy, owning the entire customer lifecycle and subscriber experience across all touchpoints (email/SMS, in-box, web). This role focuses on driving conversion, retention, and lifetime value while championing personalization and segmentation at scale. Collaboration is key in this omni-channel role, working closely with our Digital Product Management team to enhance customer experience and build Ritual’s DTC advantage.

What You'll Do:
  • Develop and refine a CRM-driven customer acquisition strategy that educates and converts prospective customers.
  • Design and optimize Ritual’s cross-channel customer lifecycle strategy, focusing on key metrics like retention, lifetime value, repeat purchase rate, and satisfaction.
  • Own the repeat and recurring revenue P&L, working closely with FP&A, Demand Planning, and Product Marketing to ensure accurate forecasting.
  • Foster a data-driven culture, partnering with Digital Product, Engineering, and Data teams to test, optimize, and share best practices.
  • Leverage data and automation to enhance CRM efficiency and customer engagement.
  • Act as a strategic leader for cross-functional customer initiatives, including product launches, subscriber experience improvements, and the launch of a loyalty program.
  • Lead and mentor a diverse team of CRM and lifecycle marketers, balancing hands-on execution with thoughtful team growth.
  • Champion internal processes, collaborating with Program Management to streamline execution, improve efficiency, and enhance cross-functional collaboration using tools like Asana, Figma, and Notion.

    • Who You Are:
  • 7+ years of experience in CRM, customer marketing, and lifecycle optimization, ideally in businesses at $100M+ scale.
  • Data-driven and analytical, with a strong ability to translate insights into action (experience with BI tools like Looker or Omni is a plus).
  • Expertise in lifecycle analytics and reporting, particularly in a subscription-based or recurring revenue business model.
  • Experience working cross-functionally with Digital Product and Engineering teams to enhance the customer journey.
  • Results-oriented, with the ability to shift between high-level strategy and hands-on execution.
  • A supportive leader and mentor, committed to fostering an inclusive and high-performing team.

    • What You Need:
  • Experience in e-commerce/DTC brands
  • Background in high-growth, fast-paced startup environments.
  • Subscriptions experience strongly preferred.
  • Familiarity with our tech stack (Iterable, SendGrid) is a plus.

    • Compensation and Benefits:
  • Pay Range:  $130,000 - $193,000
  • Your base salary is one part of your total compensation package. The salary range represents the entire compensation range for this position. Exact compensation will depend on a number of factors, which may include the successful candidate's skills, level, years of experience, technical expertise, and other qualifications. Not all candidates will be eligible for the upper end of the salary range. This role is also eligible for equity + generous benefits + 401k + unlimited PTO etc - see our list of perks/ benefits below. 

    • Additional Compensation, Benefits and Perks:
  • 401k Match - Up to 4%
  • Medical/Dental/Vision/Life Insurance
  • Healthcare & Dependent Care FSA
  • Equity participation in the form of stock options
  • 12 weeks of Parental Leave after 180 days of employment, or 20 weeks of Parental Leave after 1 year of service, and up to 4 weeks of Flex Time for birthing parents upon return from Leave
  • Talkspace access for mental health support 
  • Pet Insurance discount
  • Non-accrual and flexible PTO (10 days minimum)
  • 18 paid company holidays + additional days for extended weekends. 
  • 10 Wellness Days (Final Friday of each month)
  • 2 Days to volunteer (Days of Action)
  • Focus Fridays (used for self-development, heads-down work, community group meetings and 1:1TBs)
  • Free Ritual subscription during your time with us
  • Maven Clinic Family Planning platform
  • Annual Wellness stipend
  • Monthly Childcare Allowance
  • Technology Allowance
  • New hire Work from Home stipend
  • Bi-Annual Performance Reviews
  • Bi-Annual in-person company events
  • Monthly wellness activities 
    • Why Ritual?
    Since launching in October 2016, Ritual has grown to be a cultural revolution in the health industry. We’re not about pseudoscience, half-truths or health fads. We are simple, effective, and backed by real science.


    Ritual is an Equal Opportunity Employer. We are committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.

    Required profile

    Experience

    Industry :
    Health, Sport, Wellness & Fitness
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    AnalyticsCustomer MarketingLifecycle ManagementMicrosoft Dynamics CRMLifecycle ManagementAutomated Information SystemsCustomer Acquisition ManagementMulti-Channel MarketingSubscription Business ModelsBusiness Intelligence ToolsSendgridE-Commerce

    Other Skills

    • Problem Reporting
    • Mentorship
    • Collaboration
    • Leadership
    Are you interested?

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