Director of Retention

Director of Retention - Ecommerce 

Pixi Inc. 

Los Angeles, California, United States (On-site) 

About Pixi Inc. 

Pixi was established in 1999 with the launch of our Flagship Boutique in Soho, London. We have cultivated a loyal global following through our pure, awakening, and skin-loving products that create a naturally radiant “just had a good night's sleep” look. Our founder, Petra, brings her real-world experience as a busy working mother of four to create innovative formulations infused with botanicals and beneficial ingredients. Pixi is dedicated to providing multi-tasking, flaw-fixing, youth-enhancing products for people on the go. Our mission remains as it was on the first day: to bring out the best in everyone, making them look like themselves, only better, in a few fuss-free minutes. 

Position Overview 

We are seeking an experienced and innovative Director of Retention – Ecommerce to join our team in Los Angeles, California. This role will be responsible for developing and executing strategies to improve customer retention, loyalty, and lifetime value across our ecommerce platforms. The ideal candidate will have a strong background in ecommerce, data analytics, and customer relationship management, with a proven track record of driving retention and engagement. 

Key Responsibilities: 

Strategy Development and Execution: 

• Develop and implement comprehensive retention strategies to improve customer loyalty and lifetime value. 

• Analyze customer data to identify trends, behaviors, and opportunities for retention improvement. 

• Collaborate with marketing, product, and customer service teams to create and execute retention-focused campaigns. 

Customer Relationship Management: 

• Design and manage customer lifecycle programs, including onboarding, engagement, and re-engagement initiatives. 

• Develop personalized communication plans to enhance customer experience and satisfaction. 

• Implement loyalty programs to reward and incentivize repeat purchases. 

Data Analysis and Reporting: 

• Utilize analytics tools to monitor and analyze key retention metrics, such as churn rate, repeat purchase rate, and customer lifetime value. 

• Provide regular reports and insights to senior management, highlighting performance and areas for improvement. 

• Conduct A/B testing to optimize retention strategies and tactics. 

Team Leadership and Collaboration: 

• Lead and mentor a team of retention specialists, fostering a culture of continuous improvement and innovation. 

• Collaborate closely with the ecommerce, marketing, and customer service teams to ensure alignment and integration of retention efforts. 

• Stay updated on industry trends and best practices to ensure Pixi’s retention strategies are cutting-edge and effective. 

Key Performance Indicators (KPIs) 

• Customer Retention Rate: Measure the percentage of customers who continue to purchase over a specified period. 

• Repeat Purchase Rate: Track the percentage of customers making more than one purchase. 

• Customer Lifetime Value (CLV): Calculate the predicted revenue a customer will generate during their lifetime. 

• Churn Rate:
  Monitor the percentage of customers who stop purchasing over a specified period. 

• Net Promoter Score (NPS): Evaluate customer satisfaction and likelihood to recommend Pixi to others. 

• Engagement Rate: Assess the level of customer interaction with retention campaigns and communications. 

• Average Order Value (AOV): Measure the average amount spent by customers per order. 

Requirements: 

Experience: 

• Proven experience in ecommerce, with a focus on customer retention and loyalty. 

• Strong background in data analytics and customer relationship management. 

Skills: 

• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights. 

• Strong communication and interpersonal skills, with the ability to build relationships across all organizational levels. 

• Proficiency in using analytics tools and CRM platforms.