Director, E-Commerce & Retention

We're looking for a strategic, data-driven Director of E-Commerce & Retention to own performance and growth of our global direct-to-consumer (DTC) and wholesale / B2B digital channels. You'll lead strategy and execution across our owned and third-party e-commerce sites, email, and customer lifecycle programs. The mandate is to amplify brand awareness, grow revenue, improve conversion, and deepen long-term customer relationships.

This is a senior individual contributor and people leadership role, sitting at the intersection of marketing, technology, and merchandising. You'll work closely with Brand & Digital Marketing, Creative, Education, and the broader commercial team to ensure our digital channels reflect the brand's positioning in the luxury medical-grade skincare space while delivering measurable business results.

Key Details:?

• Where?You’ll?Work:?Hybrid – this role will work from our head office 3 days/week and from home the remainder. However, additional on-site presence may be required to support team collaboration, meetings, and other business needs.
• Your Hours:? Full-Time working typical Pacific Time business hours will require some flexibility including evenings & weekends on occasion.
• Physical Demands:?This role primarily involves computer and desk-based work but may occasionally require standing for extended periods.
• Travel Expectations: Minimal travel
• Compensation: $135,000 - $145,000 with annual bonus potential

Key Responsibilities of the Director of E-Commerce & Retention:

E-Commerce Strategy & Site Performance

• Own the DTC and wholesale e-commerce P&L, including revenue targets, conversion rate, AOV, and site-driven growth KPIs
• Lead ongoing CRO strategy — prioritizing and overseeing testing, UX improvements, and merchandising optimization across the Shopify storefront
• Oversee site operations, catalog integrity, and publishing cadence in partnership with the Web Producer
• Partner with IT and development resources to manage the Shopify technology stack, app ecosystem, and platform roadmap
• Ensure the digital experience appropriately serves both consumer and professional audiences, with channel-appropriate content, pricing, and navigation

Retention & Lifecycle Marketing

• Own the full customer retention strategy across email, SMS, and loyalty — from acquisition handoff through repeat purchase and long-term LTV growth
• Lead segmentation strategy and audience architecture in Klaviyo, ensuring the right message reaches the right customer at the right stage of their journey
• Oversee automated flow strategy (welcome, post-purchase, replenishment, win-back, professional onboarding) and campaign calendar execution
• Define and track retention KPIs: repeat purchase rate, 90/180-day retention, LTV cohort performance, churn, and reactivation
• Identify opportunities to deepen loyalty through subscription, bundling, rewards, and personalization initiatives

Analytics & Insights

• Own e-commerce reporting and performance dashboards — translating data into clear recommendations for leadership and cross-functional partners
• Monitor and interpret customer behavior, funnel performance, and channel attribution to guide investment and prioritization decisions
• Develop and maintain sensitivity models and scenario planning tools to support forecasting and test prioritization

Team & Cross-Functional Leadership

• Directly manage and develop an E-Commerce Coordinator / Web Producer responsible for day-to-day site operations, catalog management, and email execution
• Own agency relationships with development and design partners — managing SOWs, project prioritization, sprint planning, and quality of output
• Serve as the internal point of escalation for site technical issues, coordinating between internal stakeholders and external development resources
• Act as the primary e-commerce voice in cross-functional planning — aligning digital execution with product launches, promotions, and seasonal campaigns
• Collaborate with the professional channel team to ensure B2B digital touchpoints are operationally sound and strategically aligned

 Qualifications

• 7–10 years of progressive e-commerce and digital marketing experience, with at least 2–3 years in a director or senior manager role
• Models HydroPeptide’s core values—High Performance, Integrity, Clinical Results, and Luxury Experiences—in decision-making, leadership approach, and daily interactions.?  
• Experience managing agency relationships (development and design) including SOW negotiation, project scoping, and vendor accountability
• Proven ability to manage and develop direct reports in a fast-moving, cross-functional environment
• Deep hands-on experience with Shopify — including storefront management, app ecosystem, and working with development partners
• Strong Klaviyo expertise across both campaign execution and lifecycle / flow strategy
• Demonstrated track record of owning retention KPIs and improving LTV and repeat purchase performance
• Experience in beauty, skincare, wellness, or luxury consumer goods strongly preferred; aesthetic or medical-grade skincare a significant plus
• Highly analytical — comfortable building business cases, reading cohort data, and presenting performance to senior leadership
• Strong cross-functional collaborator who can operate at both the strategic and executional level
• Experience managing both DTC and professional/wholesale digital channels is a meaningful differentiator

Preferred Experience:

• Familiarity with the spa, medical aesthetics, or professional skincare distribution model
• Experience with SMS platforms, loyalty tool or subscription management (Attentive, Yotpo, ReCharge)
• Comfort with analytics tools like GA4, ThoughtMetric, Seller Central for attribution and performance
• Experience building or scaling a community-integrated retention model