Director of CRM & Retention

Lago is seeking a Director of CRM & Retention to own the lifecycle marketing and customer loyalty lifecycle for multiple channels, primarily email. The role involves designing and optimizing CRM campaigns, enhancing the post-purchase experience, and utilizing data to deliver effective segmentation and personalization. The ideal candidate will have deep expertise in CRM, customer engagement, and retention strategies, with a track record of success in managing tools and teams.

Requirements

• 7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC (Direct-to-Consumer) brand
• Proven track record in multi-channel CRM execution (email, SMS, subscription touchpoints)
• Strong technical acumen with ESPs, cohort building, and data-driven customer segmentation
• Proficiency in Klaviyo and Shopify-based brands
• Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies
• Experience in fast-moving CPG preferred
• Hands-on operator mindset: thrives in a fast-paced, scrappy environment
• Strong collaboration and communication skills across cross-functional, international teams

Benefits

• Remote Work
• Growth Opportunities
• Innovative Culture