Senior Director of Customer Retention & Lifecycle Marketing – Championing Global Lifetime Value, Loyalty, and Sustainable Growth for brighthush’s Beauty Community

About brighthush

brighthush has grown from a passionate, purpose‑driven startup into a nationally recognized household name in the beauty industry. With a portfolio of sustainably sourced, high‑performance products, we empower millions of customers worldwide to feel confident, radiant, and truly themselves. Our success is built on relentless data‑driven decision making, continuous innovation, and an unwavering commitment to delight at every touchpoint.

At brighthush, we believe that the most valuable asset a brand can cultivate is its customer base. Rather than focusing solely on acquisition, we are laser‑focused on unlocking the full value of every existing relationship. This mindset fuels our ambition to create a world‑class retention organization that turns every interaction into an opportunity for deeper engagement, higher lifetime value, and lasting brand advocacy.

Why brighthush?

brighthush is more than a beauty brand; it’s a movement toward sustainable, ethical, and inclusive beauty. Our culture is rooted in curiosity, collaboration, and bold experimentation. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, cross‑functional hackathons, and informal coffee chats.

Key Responsibilities

As the Senior Director of Customer Retention & Lifecycle Marketing, you will be the strategic architect behind every touchpoint that keeps our customers coming back. Your role will span vision, execution, and leadership across a global, cross‑functional team.

• Strategic Leadership: Design and execute a comprehensive customer retention and lifecycle marketing strategy that aligns with brighthush’s global growth objectives. Translate long‑term vision into actionable roadmaps.
• Data‑Driven Optimization: Leverage advanced analytics, segmentation, and predictive modeling to identify high‑value customer cohorts, churn risks, and upsell opportunities. Own the data science pipeline from ingestion to insight.
• Cross‑Functional Collaboration: Partner with Product, Sales, Customer Success, and Digital Experience teams to ensure a seamless, omnichannel customer journey. Act as the single point of truth for retention initiatives.
• Program Development: Build and scale loyalty programs, subscription models, and personalized communication campaigns that drive repeat purchases and advocacy. Experiment with gamified experiences and community‑building initiatives.
• Team Building & Mentorship: Recruit, coach, and develop a high‑performing retention and lifecycle marketing team. Foster a culture of continuous learning, experimentation, and data‑first decision making.
• Performance Measurement: Define, track, and report on key metrics such as Customer Lifetime Value (CLV), Net Promoter Score (NPS), churn rate, and engagement rates. Use dashboards to keep the entire organization aligned.
• Budget Management: Allocate resources across initiatives, ensuring maximum ROI while maintaining fiscal discipline. Justify spend with clear business cases.
• Innovation & Experimentation: Pilot new retention tactics—AI‑driven personalization, dynamic pricing, and subscription optimization—to stay ahead of industry trends. Lead A/B testing and rapid iteration cycles.
• Stakeholder Communication: Present insights, strategy updates, and performance reports to senior leadership and board members. Translate data into compelling narratives.
• Compliance & Data Privacy: Ensure all retention activities comply with global data protection regulations (GDPR, CCPA, etc.) and uphold brighthush’s ethical standards.

Essential Qualifications

• 10+ years of progressive experience in customer retention, lifecycle marketing, or related roles within consumer goods or e‑commerce, with at least 5 years in a senior leadership capacity.
• Proven track record of driving measurable increases in CLV, reducing churn, and building scalable loyalty programs that generate sustainable revenue growth.
• Deep expertise in data analytics platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud, Segment, Mixpanel) and proficiency in SQL, Python, or R for data manipulation and modeling.
• Strong understanding of omnichannel marketing, personalization, and automation technologies.
• Demonstrated ability to lead cross‑functional teams, manage large budgets, and influence executive decision‑making.
• Excellent communication skills—both written and verbal—capable of translating complex data insights into actionable business strategies.
• Strategic thinker with a bias for execution, capable of balancing long‑term vision with short‑term deliverables.
• Experience in the beauty, cosmetics, or personal care industry is highly desirable.

Preferred Qualifications

• Advanced degree (MBA, MS in Marketing Analytics, or related field).
• Experience with subscription‑based business models and recurring revenue optimization.
• Familiarity with AI‑driven recommendation engines and dynamic pricing strategies.
• Track record of building and scaling high‑performance teams in a fast‑paced, global environment.
• Knowledge of emerging trends in sustainability, circular beauty, and ethical consumerism.

Core Competencies & Skills

• Customer‑Centric Mindset: Deep empathy for customer needs and a relentless drive to exceed expectations.
• Analytical Rigor: Ability to dissect complex data sets, uncover insights, and translate them into actionable strategies.
• Strategic Vision: Crafting long‑term plans that align with business goals while remaining agile to market shifts.
• Leadership & Influence: Inspiring teams, fostering collaboration, and driving consensus across departments.
• Project Management: Managing multiple initiatives simultaneously, ensuring timely delivery and quality outcomes.
• Innovation & Experimentation: Embracing new technologies and creative approaches to customer engagement.
• Communication: Articulating complex ideas clearly to stakeholders at all levels.

Career Growth & Development

At brighthush, we believe that the growth of our people fuels the growth of our brand. As Senior Director, you will:

• Progress into executive leadership roles such as Chief Customer Officer or Chief Marketing Officer, depending on performance and strategic fit.
• Lead high‑impact projects that shape the future of the beauty industry, positioning you as a thought leader.
• Access continuous learning opportunities, including leadership development programs, industry conferences, and advanced analytics workshops.
• Receive mentorship from senior executives who have navigated the journey from startup to global brand.

Team Structure & Collaboration

Your team will comprise data scientists, growth marketers, email specialists, and customer experience designers. You will report directly to the Chief Marketing Officer and collaborate closely with the Chief Product Officer and Chief Revenue Officer. The cross‑functional nature of the role ensures you’ll be at the nexus of product, technology, and customer experience.

Technology Stack & Tools

We operate on a modern, cloud‑native stack that includes:

• Marketing Automation: Salesforce Marketing Cloud, Braze, or similar.
• Analytics & BI: Adobe Analytics, Google BigQuery, Looker, or Tableau.
• Data Management: Segment, Snowflake, or similar data warehouses.
• Programming: SQL, Python, R, and JavaScript for data manipulation and experimentation.
• Customer Engagement: Intercom, Zendesk, and custom-built loyalty platforms.

Culture & Work Environment

brighthush thrives on a culture of curiosity, collaboration, and bold experimentation. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, cross‑functional hackathons, and informal coffee chats.

Key cultural pillars:

• Customer Obsession: Every decision is guided by the goal of delivering exceptional value to our customers.
• Data‑First Decision Making: We rely on evidence, not intuition, to drive strategy.
• Continuous Learning: Curiosity is rewarded; we provide access to courses, certifications, and knowledge sharing sessions.
• Impact & Ownership: Your work directly influences the company’s trajectory and customer experience.
• Well‑Being & Flexibility: We support work‑life balance through flexible schedules, mental health resources, and wellness programs.

Compensation & Benefits

While the exact figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonus structure tied to retention metrics and company growth.
• Equity or stock‑option program to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget, conference attendance, and certification reimbursements.
• Wellness initiatives such as virtual fitness classes, mental health support, and wellness stipends.

How to Apply

Ready to lead the next wave of customer retention innovation at brighthush? Submit your resume, a cover letter detailing your most impactful retention achievement, and any relevant portfolio or case studies through our careers portal. We look forward to exploring how your vision and expertise can help us elevate the customer experience and drive sustainable growth.