DIRECTOR RETENTION & LIFECYCLE

Remedy Science was founded by Dr. Muneeb Shah, a board-certified dermatologist who built the brand out of an obsession with the problems he sees in the clinic every day. That same obsession has earned him 20M+ social media followers and made him one of the most trusted voices in skin health. Every Remedy formula starts with a real patient need and the conviction that we can solve it better.

Today Remedy is an omni-channel brand — DTC, TikTok Shop, Amazon, and full chain distribution at Target. Core to our mission is that seriously effective, dermatologist-proven results should be accessible. That means showing up everywhere our customers already shop.

Remedy is backed by some of the leading consumer investors in the world, including L Catterton, Norwest Venture Partners and Sonoma Brands.

POSITION SUMMARY

REMEDY is seeking a strategic, data-driven DIRECTOR Retention & Lifecycle to own our customer retention engine, reporting to the VP of DTC/Ecommerce.

This role goes beyond campaign deployment. We are looking for a lifecycle owner who can turn customer data and brand strategy into personalized, behavior-driven journeys across email, SMS, push that grow engagement, retention, and lifetime value.

The ideal candidate combines sharp analytical thinking, CRM craft, and a customer-obsessed mindset, with the ability to scale a sophisticated retention program at a clinical, elevated standard of excellence.

RESPONSIBILITIES

Lifecycle Strategy & Campaign Management

• Own REMEDY's retention channels end to end (email, SMS) and the lifecycle strategy behind them
• Build and evolve the full lifecycle journey: welcome, first and second purchase, post-purchase, replenishment, win-back, VIP, and churn-risk flows
• Develop new automations and behavior-based triggers that drive engagement, repeat purchase, and lifetime value
• Manage all CRM campaigns end to end: build, QA, schedule, deploy, and maintain the calendar with flawless, on-time execution
• Build and maintain customer segments to power relevant, personalized communications
• Use customer signals to deliver personalization, dynamic content, and cross-sell and upsell programs

Loyalty & Subscription

• Help shape and own the loyalty program strategy, including tier structure, rewards, communications, and roadmap
• Monitor loyalty and subscription health (inclusive of LTV), participation, and ROI, and recommend enhancements

Analytics, Testing & Optimization

• Own CRM reporting and dashboards, sharing clear weekly and monthly takeaways on channel health, engagement, and revenue
• Run an ongoing A/B testing roadmap and use the results to improve open and click rates, conversion, and revenue per send

Operations & Collaboration

• Own and manage the CRM tech stack and third-party partners, keeping tools integrated and built to scale
• Maintain a healthy subscriber file with strong list health, deliverability, and compliance (CAN-SPAM, CCPA, TCPA, GDPR)
• Co-own the email and SMS content calendar with Brand, Creative, Merchandising, and Ecommerce, and write briefs that turn product drops and seasonal stories into retention moments

REQUIREMENTS

• 4-6 years in CRM, lifecycle, or retention marketing, ideally at a high-growth DTC or ecommerce brand
• Proven track record managing multi-channel retention programs (email, SMS, loyalty, direct mail) end to end and driving growth across CRM channels
• Hands-on experience with an enterprise-level ESP and SMS platform (Klaviyo, Postscript, or similar)
• Strong experience building customer segments and personalized lifecycle journeys
• Strong analytical skills, with the ability to turn data into clear, actionable insights for stakeholders
• Experience in skincare, beauty, or lifestyle preferred; loyalty program experience a plus

Skills & Mindset

• Customer-obsessed, with a deep understanding of consumer behavior and the confidence to challenge thinking
• Strong creative-meets-analytical sensibility, able to balance clinical precision with brand storytelling
• Self-starter with excellent project management and a bias for action in a fast-paced, evolving environment

Technical Skills

• Proficiency with Klaviyo (email) and Postscript (SMS), or comparable ESP and SMS platforms
• Solid grasp of email and SMS fundamentals: CRM KPIs, deliverability health, and compliance (CAN-SPAM, CCPA, TCPA, GDPR)
• Experience with Shopify, loyalty and subscription platforms (Rivo, Skio)
• Experience in Figma a plus (owning email design or providing feedback to designers)