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Director of Retention Marketing | Trade

Locations: ,
Sector: Subscription Service

Trade is bringing coffee from the best roasters to every home. We’ve combined on-demand manufacturing and personalization technology with deep coffee knowledge to build the best experience for the fastest growing part of an $80B market.

Meet Trade:

Trade makes it effortless to brew better coffee at home. We empower coffee lovers to escape common coffee and connect with the highest quality small-batch roasters in the US. With 450+ unique roasts, all selected by our in-house pros, your world of coffee is waiting. You’ll discover coffee you love and get it delivered fresh to your door.

At Trade, no two coffee drinkers are alike. Everyone’s got their thing, which is why we’ve created flexible subscription plans and a diverse assortment of roasts tailored to you. Cold brews in winter? Comforting diner-style blends? Espressos, decaf, or single origins? Not even sure where to start? We got you. We’re committed to getting great coffee to you, and if your first one isn’t perfect, we’ll give your second one to you for free.

We’ve helped all kinds of coffee lovers brew over six million bags!

As Director of Retention Marketing, you’ll be responsible for developing lifecycle marketing strategies to grow our subscriber and increase LTV by reducing churn and increasing buying-related engagement. You will leverage a strong understanding of our customers, and their key journeys, as well as expertise with lifecycle marketing and CRM comms to create engaging concepts and marketing programs to achieve these goals.

Trade Leadership

Mike Lackman, CEO Trade, Director of Retention Marketing

MIKE LACKMAN

CEO of Trade
Specialty consumer & subscription veteran
Angelo Sasso, Senior Vice President Marketing Trade | Head of Retention

Angelo Sasso

Senior Vice President of Marketing
Tidal, Getty Images
Mike Lackman, CEO Trade, Director of Retention Marketing

MIKE LACKMAN

CEO of Trade
Specialty consumer & subscription veteran
Angelo Sasso, Senior Vice President Marketing Trade | Head of Retention

Angelo Sasso

Senior Vice President of Marketing
Tidal, Getty Images
Mike Lackman, CEO Trade, Director of Retention Marketing

MIKE LACKMAN

CEO of Trade
Specialty consumer & subscription veteran

Role Responsibilities:

  • Own and create customer centric retention and loyalty strategies to drive subscriber engagement and lifetime value.
  • Leverage a strong understanding of our customers, their key journeys, and experience issues and develop scaleable strategies to reduce churn and increase LTV.
  • Develop a native understanding of our customers, the user journeys they perform, and the experiences that are of the most value to them rooted in both data and qualitative insights.
  • Develop the strategy for cadence, creative, and sequencing of user messages across multiple CRM channels (email, SMS, etc) , leveraging your expertise in. lifecycle management and creative marketing to create and continuously test, measure, and improve your efforts.
  • Own our CRM tech stack, partnering with Tech, Product, and Marketing and lead Retention team members to develop a marcom tech stack roadmap in an effort to drive capabilities for personalization, automation, and predictive churn prevention.
  • Work closely with the Product org on driving improvements to key customer journeys related to high value activities and the user lifecycle, such as upsell or cancellation.
  • Work with the analytics team to understand and uncover drivers of churn and create end to end churn prevention strategies leveraging our marketing tech stack, creative communications, offers, and product features.
  • Own retention communications calendar, drive automation strategy, and continuously test and optimize the user lifecycle.
  • Develop and deploy a loyalty strategy to reward our most valuable users and change key behaviors in our customer base.

Job requirements:

  • 5 + years of experience in Retention Marketing, CRM, and Lifecycle Marketing.
  • Experience in the subscription space and a clear understanding of high value actions that can reduce churn or increase LTV, with demonstrated experience moving these metrics in the right direction.
  • You have a deep ​​understanding of the art and science of retention and lifecycle marketing, which is heavily related to CRM channel ownership.
  • You are familiar with marketing tools – messaging, loyalty, etc – and how to develop and optimize those tools.
  • You operate with purpose. You have a strong track record of comfort with risk taking and tenacious approach to learning new domains.
  • Highly organized and proactive with a strong attention to detail.
  • Strong, data-driven mentality to identify key avenues for growth.
  • Deeply curious about customer behavior and action drivers.
  • Experience with CRM marketing platforms.

Trade Values

  • Choose to Connect
  • Operate as an Owner
  • Make a Meaningful Impact
  • Be Candid, Be Caring

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