Director of Customer Retention - Remote Opportunity

About the Role

We are seeking a Director of Customer Retention to join our team at Fleet Feet. This is a unique opportunity to lead our customer relationship management and loyalty strategy in a remote capacity. As the Director of Customer Retention, you will play a pivotal role in enhancing customer engagement and driving long-term value across diverse customer segments.

What You'll Do

• Define and own Fleet Feet’s CRM vision and roadmap, aligning lifecycle strategies to enterprise growth and retention objectives.
• Lead the design and optimization of customer lifecycle journeys, including acquisition onboarding, engagement, and churn prevention.
• Establish clear CRM roles within the broader marketing ecosystem, ensuring integration with paid media and loyalty strategies.
• Translate customer data and analytics into actionable insights that inform messaging and channel strategy.
• Own the CRM technology roadmap, including ESP and automation platforms.
• Lead and develop the loyalty team, setting clear expectations for strategic thinking and execution.
• Oversee loyalty operations to ensure the program drives incremental value across channels.
• Proactively anticipate and shape CRM and retention marketing trends, driving innovative strategies that align with emerging consumer behaviors.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 10+ years of experience in CRM and digital lifecycle marketing.
• Proven track record in driving measurable improvements in retention and engagement.
• Strong analytical skills with hands-on experience leveraging customer data.
• Experience leading CRM technology ecosystems, including ESPs and marketing automation platforms.

Nice to Have

• Experience in omnichannel retail ecosystems.
• Ability to lead complex, cross-functional initiatives.
• Familiarity with emerging tools and technologies in CRM.

What We Offer

• Annual bonus eligibility based on performance.
• Relocation assistance for candidates moving to the area.
• Robust benefits package including medical, dental, and vision.
• 401(k) with a 4% company match.
• Exclusive discounts on industry-leading products.
• Professional development opportunities and mentorship programs.
• Community engagement initiatives aligned with our mission.
• Supportive team culture that values passion and dedication.