Director, CRM & Retention (Ecommerce)

Location: New York City, United States; hybrid work model with 3 days in the office and 2 days at home

Salary: $110,000–$120,000 per year

Company

THG is a global ecommerce group operating beauty and sports nutrition businesses, including Dermstore, a prestige beauty retailer specializing in professional-grade skincare and clinical beauty products.

What you will do

• Own the global CRM and lifecycle marketing strategy across customer segmentation, retention roadmaps, and lifecycle architecture.
• Build cohort analytics and lifecycle interventions covering activation, engagement, retention, re-engagement, and win-back.
• Lead CRM messaging across email, SMS/MMS/RCS, app push, web push, and direct mail.
• Develop loyalty programs, Subscribe & Save initiatives, personalized app experiences, predictive segmentation, and AI-driven campaign optimization.
• Oversee the CRM technical ecosystem, including API integrations, data privacy, identity resolution, and the Listrak ESP roadmap.
• Lead cross-functional planning, performance reporting, incrementality testing, budget management, and development of the CRM team.

Requirements

• 7–10+ years of relevant CRM, lifecycle, or retention marketing experience, preferably in D2C, retail, beauty, or CPG.
• Experience setting strategy, managing people, and mentoring marketing teams.
• Expertise in data privacy, identity resolution, API integrations, and enterprise CRM/ESP architecture; Listrak, Klaviyo, Attentive, Braze, Iterable, or Salesforce Marketing Cloud experience is relevant.
• Proven experience with loyalty programs, subscription models, cohort analysis, and incrementality or holdout testing.
• Advanced Excel skills and strong knowledge of customer data, behavioral analytics, and performance metrics; BI or SQL experience is a plus.
• Ability to work in the New York City hybrid model, with 3 office days and 2 home days.

Culture & Benefits

• Medical, dental, and vision plans.
• 401(k) matching of up to 5%.
• Generous paid time off.
• Short- and long-term disability coverage.
• Employee discounts across THG brands.
• Inclusive workplace with reasonable adjustments available during the recruitment process.

Hiring process

• Applications are reviewed as received, with an expected response within 14 days.
• Reasonable adjustments can be requested if invited to interview.