Director of Retention (Ecommerce)

Location: Remote within Kentucky, US; travel requirements are less than 10%.

Salary: $150,000–$175,000 annually, plus bonus eligibility.

Company

hirify.global produces organic hemp products and serves more than one million customers nationwide, focusing on product quality, customer service, transparency, and organic integrity.

What you will do

• Own the retention strategy across email, SMS, lifecycle marketing, loyalty, subscriptions, and customer experience.
• Lead subscription acquisition, onboarding, retention, churn reduction, pricing, offers, cadence, and incentive testing.
• Plan and coordinate product launches, seasonal campaigns, holiday promotions, and evergreen ecommerce offers.
• Own the ecommerce development roadmap and prioritize website, UX, merchandising, navigation, subscription, and checkout improvements.
• Lead the Customer Experience Manager and Customer Experience team while improving service standards, support efficiency, and customer satisfaction.
• Build retention reporting and dashboards covering repeat purchase rate, customer lifetime value, subscription growth, churn, AOV, and retention revenue.

Requirements

• 7+ years of experience in ecommerce, retention marketing, lifecycle marketing, or customer experience.
• 3+ years of experience managing high-performing teams.
• Deep experience with email marketing platforms; Klaviyo is strongly preferred.
• Strong understanding of ecommerce platforms such as Shopify and experience managing website development projects with developers.
• Experience with promotional calendars, merchandising strategies, analytics tools such as GA4, Looker, or Triple Whale, and retention tools such as Skio, Recharge, Rebuy, or Gorgias.
• Proven ability to improve customer lifetime value, repeat purchase rate, subscription performance, and retention revenue.

Nice to have

• Experience with subscription-based ecommerce businesses or regulated advertising industries.
• Familiarity with Recharge, Rebuy, Skio, Attentive, Gorgias, Shopify Plus, or similar ecommerce technology.
• Experience leading customer service organizations.
• Background in wellness, CPG, food and beverage, supplements, or cannabis/hemp industries.

Culture & Benefits

• Full-time remote work within Kentucky with flexible working capabilities.
• Health insurance with company contribution toward the base plan.
• Company-paid dental and vision insurance for employees.
• Paid time off according to company policy.
• $75 monthly product stipend and 50% discount on the company website.
• Strategic autonomy, direct access to senior leadership, professional development, and career advancement opportunities.