Director of Retention

Role Summary

Alpha Lion is looking for a Director of Retention to own our retention engine end-to-end. You'll be the person who deeply understands our customers — their goals, behaviors, and why they stay (or leave) — and turns that understanding into a real competitive advantage. This is a hands-on role: you're not just setting strategy, you're in the data, in the platforms, and in the details of the post-purchase journey, identifying and executing the highest-impact ways to grow Customer Lifetime Value. Your work directly fuels how aggressively and profitably Alpha Lion can acquire new customers. 

Responsibilities

• Own the retention calendar end-to-end — offers, incentives, LTOs, launches, cross-sell, and reactivation — partnering with Brand and Growth on GTM strategy.
• Own subscription performance and economics: take rate, churn, reactivation, subscriber LTV/LTR, and contribution margin.
• Build and scale a world-class subscription and loyalty experience, from onboarding through offboarding, in partnership with Product and Operations.
• Lead lifecycle and CRM end-to-end (Email, SMS, Push) — strategy, segmentation, automated journeys, and continuous testing across messaging, offers, and timing.
• Build a customer intelligence engine: leverage behavioral data, cohorts, NPS, reviews, and zero-party data to uncover the highest-impact opportunities across the customer journey.
• Build and develop a lean, high-performing retention team, with clear ownership, KPIs, and operating cadences.

What Success Looks Like

• Returning customer revenue, LTV, and contribution margin materially exceed targets, making Retention a real driver of company growth.
• A subscription program that consistently improves adoption, cross-sell, and longevity — not just maintains the status quo.
• A loyalty program with measurable, demonstrable impact on repeat purchase and customer value.
• Customer and cohort insights that don't just live in a report — they translate into concrete actions across Retention, Product, Brand, and Acquisition

Who You Are:

• You think like a business owner — you prioritize based on incremental revenue and LTV impact, not just channel-level metrics.
• You combine consumer psychology with hard behavioral data to find opportunities others miss.
• You're proactive — you bring solutions to the table before they become fire drills.
• You're comfortable being hands-on while simultaneously building the team and systems needed to scale.
• You build strong cross-functional relationships — Brand, Growth, Product, CX, Data all trust you and work well with you.

Experience & Skills: