SBH Fashion ยท 23 hours ago
Director, CRM & Retention
New York, NY
Full-time
Hybrid
Director/Executive
$140K/yr - $160K/yr
7+ years expSBH Fashion is a luxury contemporary brand seeking a Director of CRM and Retention. The role involves owning the CRM strategy, executing email and SMS campaigns, and managing customer retention KPIs to enhance customer engagement and loyalty.
FashionLifestyle
Hiring Manager
Samantha Glass
Responsibilities
Own the entire lifecycle roadmap across onboarding, conversion, post-purchase, replenishment, loyalty, and winback
Develop sequencing, messaging strategy, and predictive lifecycle planning in partnership with Analytics and Merchandising
Build, deploy, QA, and analyze all CRM campaigns and flows end to end using Klaviyo and Attentive
Develop modular templates and optimize messaging based on performance and engagement insights
Build and maintain a robust suite of behavioral flows including onboarding, browse abandon, PDP abandon, replenishment, VIP, price drop, and winback programs
Develop advanced segments using behavioral data, predicted value, LTV tiers, product affinity, and acquisition source
Integrate dynamic content and personalized onsite modules in partnership with CRO and Site Operations
Own KPIs including repeat rate, LTV, activation, churn, cohort performance, and purchase frequency
Build dashboards with Analytics and deliver weekly readouts and recommendations to leadership
Integrate fit predictor insights and return reason data into retention journeys, educational flows, and post-purchase messaging
Partner with Merchandising, Creative, CRO and UX, Paid Media, and Site Operations to ensure unified lifecycle messaging and experiences
Own Klaviyo, Attentive, and future retention tools including loyalty, reviews, and referral platforms, ensuring clean integrations and data hygiene
Qualification
Required
Seven to ten plus years of experience in CRM, lifecycle, or retention marketing for a DTC or omnichannel brand
Proven track record driving LTV, retention, and lifecycle revenue through email and SMS
Hands-on expertise with Klaviyo and Attentive, including complex flows, advanced segmentation, and reporting
Strong analytical and strategic skills with comfort in cohort analysis, LTV modeling, and experimentation
Experience leading cross-functional initiatives with merchandising, creative, paid media, analytics, and product or UX teams
Excellent communication, presentation, and leadership skills, with a builder mindset and willingness to be hands-on
Company
SBH Fashion
SBH Fashion is a staffing and recruiting company providing fashion staffing services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase