Note: The job is a remote job and is open to candidates in USA. UrbanStems is seeking a curious and collaborative Sr Manager or Director of Retention Marketing to lead their retention strategy. This role will focus on improving the customer journey, owning the retention roadmap for early lifecycle customers, and collaborating cross-functionally to launch measurable initiatives.
Responsibilities
• Own UrbanStems’ customer retention strategy, focusing on behavior-driven repeat purchases rather than generic lifecycle automation with a specific focus on getting people from purchase 1 to 2
• Evolve our loyalty program into a scalable, structured offering – focused on high-impact moments, emotional resonance, and rewarding behavior
• Partner with CX, Product, and Merch to identify and resolve experience friction points that negatively impact retention
• Guide testing and deployment of incentives, surprise & delight moments, and winback initiatives
• Define and track key retention metrics including repeat rate, loyalty participation, 12 month cohort and LTV
• Own the strategic growth plan for UrbanStems’ subscription business, spanning both ongoing and prepaid formats with a strong focus on pre-paid gift packs
• Oversee subscription performance (churn, upgrades, AOv, LTV) and identify key levers for growth and retention
• Develop and prioritize roadmap improvements in collaboration with Product and CX, such as account flexibility, gifting features, and upsell paths
• Collaborate with Lifecycle & CRM teams to ensure subscribers receive timely, relevant communications that drive satisfaction and retention
• Serve as a unifying voice across Marketing, Product, Engineering, CX, and Fulfillment to ensure consistency and continuity in the customer experience
• Partner with the Marketing Analyst on performance reporting, audience insights, and retention modeling
• Work closely with Project Management for cross-functional efforts
Skills
• 7+ years in a retention role at a DTC brand
• Proven experience leading retention initiatives that drive measurable lift in repeat purchase and LTV
• Strong understanding of customer segmentation, loyalty levers, and experience-based retention
• Experience leading cross-functional project execution
• Team leadership experience across both strategy and tactical execution
• Comfortable owning KPIs such as LTV and repeat rate
• Highly analytical and comfortable using data to guide strategy and decision-making
• Strong understanding of customer behavior, segmentation, and lifecycle journeys
• Excellent project management skills—able to drive multiple workstreams at once
• Strong communication and stakeholder management skills
• Ability to influence through data and relationships
Company Overview
• UrbanStems provides on-demand modern floral and plant designs, as well as on-trend gift delivery services. It was founded in 2014, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is https://urbanstems.com/.