La Jolla Group
Director, Customer Retention & Lifecycle Marketing
La Jolla Group, Irvine, California, United States, 92713
Director, Customer Retention & Lifecycle Marketing
Job Category:
Ecommerce/Digital
Requisition Number:
DIREC001415
Posted: September 6, 2025
Full-Time
Hybrid
Locations Showing 1 location
Irvine, CA 92606, USA
Description Company Introduction
The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high-energy environment that is continually on the move. With prominent brands such as O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.
Our team enjoys flexibility with a hybrid schedule of in-office and remote work. We offer discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package. We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.
General Summary
The Director of Customer Retention & Lifecycle Marketing is a strategic leadership role responsible for developing and executing comprehensive, unified retention strategies across all retention tactics while driving measurable performance improvements in customer loyalty, retention, and lifetime value (LTV) across our multiple brand eCommerce stores. This role demands a strategic thinker who can build sophisticated analytics frameworks, develop data-driven retention strategies, and personally execute complex lifecycle marketing campaigns to achieve aggressive business growth targets.
Essential Job Functions
Strategic Leadership & Performance Improvement
Architect and implement unified, comprehensive retention strategies that integrate all retention tactics (email, SMS, direct mail, loyalty programs, customer experience) into cohesive campaigns that drive measurable business results
Own P&L responsibility for retention marketing performance, driving continuous improvement in key metrics including customer retention rates, LTV, NPS, churn reduction, and return rates
Develop multi-year strategic roadmaps for retention marketing with quarterly performance milestones and measurable improvement targets
Lead cross-functional strategic initiatives to optimize the complete customer lifecycle and drive enterprise-wide retention improvements
Build and present strategic recommendations to executive leadership with data-driven insights and ROI projections
Build comprehensive analytics frameworks to measure retention performance across all channels and customer segments
Leverage CDP to develop predictive models for customer behavior, churn risk, and lifetime value optimization
Create sophisticated customer segmentation strategies using advanced data analysis to drive personalized retention campaigns
Own development of KPI dashboards and executive reporting that demonstrates clear business impact and strategic progress
Leverage Lexer CDP and advanced analytics tools to generate actionable insights that inform strategic decisions
Lifecycle Marketing Strategy & Execution
Personally execute sophisticated, multi-channel lifecycle marketing campaigns while building scalable processes for future team growth
Own end-to-end strategic campaign development and execution across email and SMS channels:
Strategic campaign planning and business case development
Advanced segmentation and personalization strategies
Complex automation flow design and optimization
Performance analysis and continuous improvement initiatives
Build and deploy behaviorally triggered direct mail programs with clear ROI targets and performance measurement increasing overall revenue contribution of flow vs. campaigns
Design A/B testing frameworks to continuously optimize campaign performance and drive measurable improvements
Program Development & Customer Experience Strategy
Architect comprehensive loyalty program strategies that integrate with broader retention initiatives and drive measurable customer value increases
Develop customer experience enhancement strategies that reduce friction, improve satisfaction, and increase retention rates
Lead "replace not refund" strategic initiatives with clear targets for maintaining return rates below 20%
Build strategic frameworks for post-purchase experience optimization and customer feedback integration
Required Knowledge, Skills, and Abilities
Strategic & Leadership Experience
7+ years of progressive experience in retention marketing with demonstrated success in strategic roles
Proven track record of developing and executing comprehensive retention strategies that drive measurable business improvements
Experience leading strategic initiatives and presenting to executive leadership
Strong business acumen with P&L or budget management experience
Technical & Analytical Expertise
Advanced proficiency in strategic analytics and data interpretation
Expert-level experience with retention marketing technology stack:
Klaviyo (advanced automation and segmentation)
PostScript or Yotpo SMS
Lexer CDP or similar advanced platforms
PostPilot or direct mail automation
Google Analytics and advanced reporting tools
Strong understanding of predictive analytics and customer modeling
Demonstrated ability to personally execute sophisticated campaigns while building strategic frameworks
Exceptional project management skills with ability to deliver complex initiatives on time and within budget
Proven ability to work autonomously while driving strategic progress across multiple priorities
Strong cross-functional collaboration skills with ability to influence without direct authority
Required Education and Experience
Bachelor’s degree in marketing, Business, Analytics, or related field; MBA preferred
Minimum 7+ years in eCommerce retention marketing with at least 3 years in strategic/director-level roles
Proven success building retention programs for multiple brands simultaneously
Track record of delivering measurable improvements in retention KPIs and business performance
Physical Requirements
Seeing: Must be able to see well enough to read reports. Hearing: Must be able to hear well enough to communicate with customers, vendors and employees. Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products. Lifting/Pulling/Pushing: Must be able to lift up to 10 pounds. Fingering/Grasping/Feeling: Must be able to type and use technical sources.
La Jolla Group provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. La Jolla Group takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.
Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Ecommerce/Digital
Requisition Number:
DIREC001415
Posted: September 6, 2025
Full-Time
Hybrid
Locations Showing 1 location
Irvine, CA 92606, USA
Description Company Introduction
The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high-energy environment that is continually on the move. With prominent brands such as O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.
Our team enjoys flexibility with a hybrid schedule of in-office and remote work. We offer discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package. We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.
General Summary
The Director of Customer Retention & Lifecycle Marketing is a strategic leadership role responsible for developing and executing comprehensive, unified retention strategies across all retention tactics while driving measurable performance improvements in customer loyalty, retention, and lifetime value (LTV) across our multiple brand eCommerce stores. This role demands a strategic thinker who can build sophisticated analytics frameworks, develop data-driven retention strategies, and personally execute complex lifecycle marketing campaigns to achieve aggressive business growth targets.
Essential Job Functions
Strategic Leadership & Performance Improvement
Architect and implement unified, comprehensive retention strategies that integrate all retention tactics (email, SMS, direct mail, loyalty programs, customer experience) into cohesive campaigns that drive measurable business results
Own P&L responsibility for retention marketing performance, driving continuous improvement in key metrics including customer retention rates, LTV, NPS, churn reduction, and return rates
Develop multi-year strategic roadmaps for retention marketing with quarterly performance milestones and measurable improvement targets
Lead cross-functional strategic initiatives to optimize the complete customer lifecycle and drive enterprise-wide retention improvements
Build and present strategic recommendations to executive leadership with data-driven insights and ROI projections
Build comprehensive analytics frameworks to measure retention performance across all channels and customer segments
Leverage CDP to develop predictive models for customer behavior, churn risk, and lifetime value optimization
Create sophisticated customer segmentation strategies using advanced data analysis to drive personalized retention campaigns
Own development of KPI dashboards and executive reporting that demonstrates clear business impact and strategic progress
Leverage Lexer CDP and advanced analytics tools to generate actionable insights that inform strategic decisions
Lifecycle Marketing Strategy & Execution
Personally execute sophisticated, multi-channel lifecycle marketing campaigns while building scalable processes for future team growth
Own end-to-end strategic campaign development and execution across email and SMS channels:
Strategic campaign planning and business case development
Advanced segmentation and personalization strategies
Complex automation flow design and optimization
Performance analysis and continuous improvement initiatives
Build and deploy behaviorally triggered direct mail programs with clear ROI targets and performance measurement increasing overall revenue contribution of flow vs. campaigns
Design A/B testing frameworks to continuously optimize campaign performance and drive measurable improvements
Program Development & Customer Experience Strategy
Architect comprehensive loyalty program strategies that integrate with broader retention initiatives and drive measurable customer value increases
Develop customer experience enhancement strategies that reduce friction, improve satisfaction, and increase retention rates
Lead "replace not refund" strategic initiatives with clear targets for maintaining return rates below 20%
Build strategic frameworks for post-purchase experience optimization and customer feedback integration
Required Knowledge, Skills, and Abilities
Strategic & Leadership Experience
7+ years of progressive experience in retention marketing with demonstrated success in strategic roles
Proven track record of developing and executing comprehensive retention strategies that drive measurable business improvements
Experience leading strategic initiatives and presenting to executive leadership
Strong business acumen with P&L or budget management experience
Technical & Analytical Expertise
Advanced proficiency in strategic analytics and data interpretation
Expert-level experience with retention marketing technology stack:
Klaviyo (advanced automation and segmentation)
PostScript or Yotpo SMS
Lexer CDP or similar advanced platforms
PostPilot or direct mail automation
Google Analytics and advanced reporting tools
Strong understanding of predictive analytics and customer modeling
Demonstrated ability to personally execute sophisticated campaigns while building strategic frameworks
Exceptional project management skills with ability to deliver complex initiatives on time and within budget
Proven ability to work autonomously while driving strategic progress across multiple priorities
Strong cross-functional collaboration skills with ability to influence without direct authority
Required Education and Experience
Bachelor’s degree in marketing, Business, Analytics, or related field; MBA preferred
Minimum 7+ years in eCommerce retention marketing with at least 3 years in strategic/director-level roles
Proven success building retention programs for multiple brands simultaneously
Track record of delivering measurable improvements in retention KPIs and business performance
Physical Requirements
Seeing: Must be able to see well enough to read reports. Hearing: Must be able to hear well enough to communicate with customers, vendors and employees. Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products. Lifting/Pulling/Pushing: Must be able to lift up to 10 pounds. Fingering/Grasping/Feeling: Must be able to type and use technical sources.
La Jolla Group provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. La Jolla Group takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.
Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr