Director of Digital Customer Experience & Retention – CPG Industry DTC

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Our industry-leading beauty device/skincare client is looking for a Director of Customer Experience and Retention to lead and enhance all digital retention channels, including email, SMS, direct mail, and subscription services, while managing their customer experience operations. In this role, you will oversee the customer experience team, support ticketing system, and customer experience associates. Your primary objectives will be to drive digital sales, boost customer satisfaction, and increase customer lifetime value through coaching, strategic planning, and execution across various touchpoints. You will report directly to the Vice President of Marketing. Please apply today for immediate consideration! Must be able to work in-office five days a week and live in or be able to relocate to St. Lucie County, FL!

Director of Customer Experience & Retention Benefits and Compensation:

• 90-100k salary + bonus potential
• Medical, vision, and dental insurance
• 401k
• PTO
• Relocation Package

Director of Customer Experience & Retention Qualifications/Responsibilities:

• 3+ years in customer experience or retention marketing within a fast-growing, digital-first brand and experience with DTC CPG brands.
• Proven success in managing and optimizing retention channels like email, SMS, direct mail, and subscriptions.
• Required experience with Gorgias and Klaviyo.
• Strong leadership in developing high-performing teams.
• Experience in managing customer support operations, including ticketing and coaching.
• Analytical with the ability to translate data into actionable strategies.
• Excellent communication and collaboration skills across teams.
• Proficient in customer experience and retention analytics, with a focus on continuous improvement.
• Lead, coach, and mentor the customer experience and retention teams to ensure high-quality execution.
• Optimize retention channels like email, SMS, direct mail, and subscription programs to maximize customer lifetime value.
• Oversee customer experience operations, managing support tickets and driving team performance through ongoing coaching.
• Implement and refine strategies to enhance customer retention, satisfaction, and experience.
• Develop and analyze retention and customer experience KPIs, providing actionable insights to leadership.
• Collaborate with cross-functional teams to create a seamless customer journey across all touchpoints.
• Drive continuous improvement through testing, learning, and innovation in retention channels.
• Own and manage KPIs for retention, customer satisfaction, and sales, ensuring targets are met or exceeded.

At Goodwin Recruiting we are committed to our core values. We take our value, Dedicated to Diversity & Inclusion, very seriously and will never discriminate against a candidate or client based on any protected classes. Our clients seek qualified candidates, and that is what we deliver. A person’s age, gender, race, sexual orientation, gender identity, national origin, veteran or disability status, or arrest or conviction record has no bearing on whether he, she, or they are able to do the job. We evaluate the knowledge, skills, and abilities that meet the requirements of the position and aim to open doors and change lives. We value all people, understanding that uniqueness and diversity foster a stronger team that is innovative and brings varying perspectives to the table. We put our money where our mouth is and are proud of our efforts to identify a broad slate of candidates, with many hiring success stories to share.

JOB ID: 142565

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Nadine Duerr

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