Retention Director

Retention Director

Location: New York City, NY (Hybrid) or Remote

About Sharma Brands:
Founded by Nik Sharma, a serial entrepreneur, investor, advisor and a well-known Direct to Consumer creator, Sharma Brands is the go-to strategic initiatives firm for companies looking to launch and scale. Sharma Brands is trusted by category-defining brands, including Everlane, Chamberlain Coffee, Feastables, Cadence, and over 100 of the best DTC brands.

About The Role: 
We are seeking an entrepreneurial and results-driven Retention Director to pioneer the launch of our Retention Team at Sharma Brands. This pivotal role will collaborate closely with the Chief Growth Officer to build and execute a comprehensive retention strategy that drives revenue growth and client satisfaction. As the Retention Director, you will leverage your expertise in retention to scale this new business arm within the next three months and achieve aggressive revenue targets.
What You’ll Do:
  • Partner with Senior Leadership to define the growth strategies for launching Sharma Brands’ retention business, where we will own all ideation, ideation, copywriting, design, and builds for our client’s Email (Klaviyo) and SMS (Postscript, Attentive, Klaviyo) programs
  • Outline, execute and project manage the programs and processes to ensure we onboard new retention clients seamlessly and hit their retention goals
  • Own all in-platform set up and maintenance for clients’ Email & SMS campaign sends, automated flows, list segmentation strategies, A/B testing, and Dashboard set up and reporting
  • Together with our clients and the Chief Growth Officer, define and track clients’ key performance indicators (KPIs) to measure the success of retention initiatives, revenue growth, and client satisfaction
  • Collaborate with cross-functional teams to align retention initiatives with broader business objectives and client needs, working particularly closely with our Design team on email and SMS asset creation
  • Prepare regular reporting and presentations for our clients and internal team, highlighting progress, challenges, and actionable recommendations
  • Implement customer feedback mechanisms and analyze feedback to drive continuous improvement in retention strategies
  • To start, you will be a team of 1. As this arm of the business grows and succeeds, you will be responsible for build a high-performing retention team, including hiring, training, and mentoring team members to ensure excellence in execution
  • Gain client approval of all work before deployment, ensuring that our CRM communications launch on time, are tested and QAd, and that there are no errors or miscommunications
  • Run a CRM capture signup unit program, ensuring that we are consistently updating and split-testing our sign up units across mobile and desktop website.
  • Own migration and re-platforming as our clients change their tech stacks (examples: switching a client from Attentive to Postscript, transitioning a client from Sailthru to Klaviyo)
  • What You’ll Need:
  • Proven experience in leading retention initiatives, customer engagement, and revenue optimization within the DTC space (agency or brand)
  • 4 years of CRM experience required
  • Strong understanding of retention strategies, customer lifecycle, and loyalty programs
  • Strategic thinker with the ability to envision and execute a comprehensive retention roadmap
  • Data-driven mindset with the ability to analyze metrics, derive insights, and make informed decisions
  • Excellent project management skills required
  • Outstanding proficiency with building emails in HTML
  • Experience with CRM platforms, including Klaviyo, Attentive, and Postscript
  • A+ communication and interpersonal skills, capable of influencing and collaborating across departments
  • Entrepreneurial spirit, adaptability, and the ability to thrive in a fast-paced and dynamic environment
  • Compensation, Benefits, and Perks:
  • Salary Range: $100k - $110k
  • Remote eligible or NYC-based hybrid work environment – we’re in our beautiful Flatiron NYC office Tuesday through Thursday
  • Unlimited PTO with 2 weeks minimum
  • Company-wide winter holiday break
  • Premium Medical, Dental, and Vision insurance options
  • Individual One Medical memberships in addition to health insurance
  • One-time generous home office stipend so that you’re comfortable working at home
  • 401(K) retirement plan with employer match after 6 months of employment
  • $1,000/year individual professional development stipend to cover any education/training that you want to pursue for professional growth
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