Director of Retention

Printfresh is searching for a Director of Retention to lead our lifecycle marketing efforts during an exciting and pivotal period of growth. This is a player/coach role,  you'll shape the strategy and stay actively involved in bringing it to life. If you're someone who loves both the craft and the strategy, who gets energized by building systems that scale, and who believes nothing is beneath you when the work matters, this might be your kind of role.

You'll own how we communicate with our customers across email, SMS, and loyalty while leading a nimble, passionate team to make it happen.

This is a full-time position with a hybrid schedule- you must be able to work in our Philadelphia office on Tues/Wed/Thurs.

Responsibilities

Key Areas of Oversight

• Lifecycle & retention communications (email, SMS, in‑app, website, loyalty, unboxing).
• Marketing‑technology stack ownership (Inclusive but not limited to Klaviyo and Yotpo).
• Customer journey mapping, segmentation & personalization.
• Test‑and‑learn program and experimentation roadmap in retention touchpoints.
• Loyalty, referrals, and post‑purchase experience.
• Cross‑functional partnership with Creative, Merchandising, CX, and Paid Media teams.

Lifecycle Strategy & Execution

• Build comprehensive campaign plans that map every touchpoint, timing dependency, and risk scenario well before go-live.
• Design retention strategies that account for the full customer experience, from website messaging and ad creative to purchase history and past campaign behavior.
• Establish clear success frameworks,  KPIs, decision gates, and contingency plans before every launch.
• Anticipate operational bottlenecks (volume spikes, inventory constraints, tech limits) and plan mitigations proactively.
• Own engagement, retention, and LTV targets; report progress and course corrections with full transparency.

Customer Communications & Experience

• Craft cross-channel messaging that delivers genuine value and surprise-and-delight moments throughout the customer journey.
• Govern send frequency and timing to protect the customer relationship while maximizing relevance.
• Coordinate across retention, paid media, and onsite personalization to deliver a consistent brand narrative.
• Continuously audit the end-to-end customer experience, benchmark against leading brands, and surface new opportunities before being asked.
  
  

Marketing Technology & Data Operations

• Own the lifecycle martech stack, including Klaviyo and Yotpo, and build a phased roadmap for optimization and expansion.
• Connect data sources to create unified customer profiles and sharpen attribution.
• Establish and enforce data governance standards across teams.
• Translate data into clear, actionable insights through dashboards, deep dives, and regular reporting.

Team Leadership & Collaboration

• Directly manage the Retention Specialist, Senior Manager of Retention, and Copywriter; conduct regular 1-on-1s, set goals, and invest in their growth.
• Approve creative, copy, and campaign strategy to ensure brand consistency and performance standards.
• Foster a culture of experimentation, intellectual honesty, and continuous learning.
• Guide how Printfresh expresses itself editorially — across campaigns, site copy, blog, video, and seasonal storytelling.

• 8–15 years of lifecycle or retention marketing experience, including at least 4 years in a people management role at a DTC or e-commerce brand
• A genuine player/coach: you're as comfortable building a segmentation strategy as you are jumping into Klaviyo to QA a flow
• A track record of driving measurable retention results — you can speak clearly to what you built and what it drove
• Deep proficiency in Klaviyo; experience with Klaviyo SMS or a comparable SMS platform strongly preferred
• Strong data fluency — you're comfortable in GA4, MTA tools, incrementality testing, and MMM modeling, and you make decisions from numbers
• Excellent instincts for copy and brand voice; experience guiding editorial or creative teams
• Adobe Creative Suite proficiency a plus; comfort briefing designers is a must
• Prior experience at a high-growth brand in the $30M–$150M range is a strong plus

What We Offer

• Health and dental insurance
• PTO and paid holidays
• 401(k) with company match
• Employee discount on all Printfresh products

About Our Culture

At Printfresh, we celebrate creativity, sustainability, and a customer-first mindset. Our core values guide everything we do:

• Do the Right Thing
• Just Say It
• Do What It Takes
• Just Off-Center
• Customer-Centric
• Learning Oriented

Why Join Printfresh?

• Join a fast-growing, creative team dedicated to pushing the boundaries of fashion and design.
• Work in an environment that encourages innovation, collaboration, and professional growth.