Director of Retention

About us

LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

As Senior Director of Retention, you will develop and drive consumer retention and loyalty across our breadth of Telehealth offerings through innovative campaigns and programs. The ideal candidate is highly analytical and enjoys tackling new challenges in a fast-paced, collaborative environment. This is a unique opportunity for a strategic, data-driven, and innovative marketer to implement a consumer-centric multi-media strategy to deepen relationships with our patients and contribute in a very significant way to LifeMD’s rapid growth.

Responsibilities

• Develop and optimize lifecycle specific programs and promotions and promotional calendar as a whole
• Drive loyalty initiatives across all customer cohorts; oversee gifting and surprise and delight programs for our most loyal customers
• Manage product review efforts, including targeted outreach to positively drive company net promoter KPIs
• Structure and oversee data projects to understand customer behavior and create strategies based on results to drive retention and customer lifetime value
• Analyze data to create a personalized contact strategy segmented by both individual and cohort behavior
• Continuously A/B test programs to create an evolving set of ‘best practices’
• Develop and maintain customer health dashboards and reporting for the company
• Manage email and SMS strategy, including developing the overarching messaging calendar and leading day-to-day execution, analyzing trends vs goals, sharing insights, and implementing recommendations to processes, templates, and/or content strategy
• Effectively collaborate with internal and external business partners to ensure overall email and SMS program technical performance, including implementing new functionality, list hygiene best practices, and ensuring deliverability
• Work with internal/external partners on the development of direct mail programs that drive and/or support customer lifecycle strategies
• Work with internal/external partners to ensure appropriate utilization of landing pages and other web assets to support overarching contact strategy and customer journey management

Requirements

• 5-7 years retention marketing experience at an online subscription business, with experience preferably supporting the sale of both products and services
• Strong analytical and Excel skills
• Experience working with Braze or a comparable email marketing tool
• Familiarity with lifecycle/automated drip campaigns
• Experience using Looker, the BI tool, a plus
• Basic copywriting skills a plus
• Experience with direct mail a plus
• Experienced analyzing customer data sets and creating action plans based on results
• Incredibly organized with strong interpersonal and communication skills
• A detail-oriented, self-motivated, multi-tasker who thrives in a fast-paced environment
• Bachelor's degree

Benefits

• Base Salary Range: $180,000-$210,000
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited PTO Policy
• Commuter benefits
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development