About Allies of Skin

Born in 2016 from our founder and formulator Nicolas Travis’s journey healing from traumatic facial injuries, Allies of Skin creates the most effective products to bring continuous improvement, repair, and hope to your skin, no matter your life stage or concerns. Our multifunctional formulas tend to even the trickiest issues with the power of what Nic calls “supercharged clinicals” — maxed-out concentrations of clinically proven actives that do more in less time. Every benefit-packed product taps into the skin’s natural ability to regenerate, maintaining its peak performance far beyond what’s traditionally possible.

About the role

Allies of Skin is looking for a Director of Retention to own the strategy and lead the team in the day-to-day execution of everything that keeps our customers coming back: email, SMS, subscription, loyalty, and customer service. This is a player/coach role where you'll set the retention roadmap and lead a small team, but also be comfortable being hands-on in the platforms yourself by building flows, QA'ing sends, and digging into the data. As a luxury DTC skincare brand, tone, positioning, and customer experience matter as much as performance metrics to maintain our premium positioning.

What you'll do

Email & SMS

• Strategic oversight of the full lifecycle and campaign calendar across email and SMS, from acquisition through win-back
• Hands-on build and execution in platform (segmentation, flows, A/B testing, deliverability health)
• Balancing revenue targets with a premium brand voice and cadence appropriate to a luxury customer
• Strategic planning for new product launches within collaborative, cross-channel campaigns

Subscription

• Ownership of subscription strategy, growth, and retention mechanics (plan design, save-offers, churn reduction, win-back)
• Partnering with product and CX to reduce friction in the subscription experience

Loyalty

• Strategic direction for the loyalty program, including tiering, rewards structure, and how loyalty integrates with email/SMS and subscription touchpoints
• Using loyalty data to inform segmentation and personalization across retention channels

Customer Service

• Oversight of customer service strategy and performance, ensuring service experience reinforces the luxury brand promise
• Working cross-functionally to close the loop between CX insights and retention/lifecycle strategy
• CS agency oversight and feedback support

Team Leadership

• Managing and developing the CRM team, platform partners and agency support
• Working in close collaboration with Ecommerce, Paid Media and Brand teams
• Setting priorities, reviewing work, and being the point of escalation across all four pillars above

AI & Process Innovation

• Identifying and implementing AI tools across retention workflows — content generation, segmentation, personalization, reporting, and QA
• Evaluating the Customer Service platform and structure to determine if and when AI can support customers in getting faster, accurate resolution for their tickets
• Comfortable evaluating and piloting new AI-driven approaches rather than waiting for them to be handed down
• Perform other duties as assigned

Qualifications

• 7+ years in retention, lifecycle, or CRM marketing, with meaningful experience in luxury or premium DTC (skincare, beauty, or adjacent categories strongly preferred)
• Proven player/coach experience — you've led a team and stayed hands-on in platforms like Klaviyo, PostScript, Yotpo, Gorgias, or similar
• Direct experience owning subscription and/or loyalty programs, not just email/SMS
• Familiarity with customer service operations and how CX connects to retention economics
• Practical experience using AI tools to improve marketing or CX workflows (not just theoretical interest)
• Strong data fluency — comfortable in dashboards and raw data, not just campaign reporting
• An eye for premium brand tone; you understand that retention in luxury looks different than retention in mass-market DTC
• Experience with international/multi-territory retention programs preferred
• Experience building or improving retention tech stacks and integrations preferred
• Ability to perform essential duties, with or without reasonable accommodation
• Ability to operate independently in a fast‑paced, ambiguous environment
• Strong self‑management, prioritization, and ownership of outcomes
• Proactive problem‑solving and clear, consistent communication

Why Allies of Skin?

• Competitive salary
• Comprehensive health, dental, and vision insurance
• Flexible work environment offering hybrid options, generous paid time off, paid holidays, and a paid day off to celebrate your birthday
• 401(k) plan with company match
• Exclusive product perks for Allies employees
• A collaborative, innovative, and inclusive company culture