About Us
Born in New York in 2002, Rag & Bone embodies effortless urban style with a focus on premium craftsmanship, innovation, and authenticity. We merge classic tailoring techniques with an edgy aesthetic to deliver iconic wardrobe staples that stand the test of time. Our mission is to connect with modern consumers through exceptional products and personalized experiences—and we’re growing our retention marketing team to drive even deeper engagement.
Position Overview
We are seeking a Director of Retention Marketing to lead our customer retention and loyalty strategy. This is a critical, high-impact role designed to foster enduring customer relationships, grow customer lifetime value and build brand affinity. The ideal candidate will be strategically minded and operationally effective - with expertise in lifecycle marketing, Email / SMS, CRM, direct mail and site personalization.
As Director of Retention Marketing, you will oversee all retention initiatives— including ongoing email / SMS campaigns, loyalty initiatives and other related programs. This role will require a highly collaborative leader who thrives at the intersection of data, creativity, and brand-building. If you are passionate about crafting meaningful customer experiences while driving measurable growth, this is your chance to make a significant impact at Rag & Bone.
Key Responsibilities
Customer Retention Strategy & Initiatives
- Assess, optimize and oversee current retention strategy and initiatives to align with company growth objectives including increasing repeat purchases, LTV, and customer satisfaction. Primary focus will be on the direct eCommerce channel
- Oversee the brand’s customer segmentation strategy and execution plan across multiple touchpoints (email, SMS and other channels). Collaborate with the paid media team to ensure consistency across paid platforms
CRM and Lifecycle Campaigns
- Provide direction on how the brand should evolve its lifecycle email and SMS campaigns, including welcome series, post-purchase, re-engagement, and win-back programs
- Partner with the Merchandising team to develop targeted strategies and campaigns to support product collections
- Build data-driven email marketing strategies to improve open rates, click-through rates, and conversions
- Oversee day-to-day email / SMS calendar, creative briefs, creative execution and test plan
Data, Insights & Optimization
- Dive into all available data to generate insights that will drive optimization of retention programs and identification of growth opportunities
- Create new dashboards / reports that drive ongoing program optimizations
- Evaluate current customer retention KPI framework and determine if modifications are necessary
Cross-Functional Collaboration
- Partner with eCommerce, Creative, and Product teams to ensure consistent brand storytelling across all touchpoints
- Work closely with customer service and operations teams to identify friction points in the customer experience and proactively address retention challenges
Qualifications
- 7-10 years of experience in retention, lifecycle, or CRM marketing, preferably in fashion, retail, or luxury brands
- Proven track record of driving customer retention and lifecycle campaign success
- Strong understanding of customer segmentation, personalization technologies, and marketing automation tools (e.g., Klaviyo, Salesforce, etc.)
- Analytical mindset with the ability to interpret data, KPIs, and A/B tests to drive results
- Exceptional project management skills, with the ability to manage multiple priorities and deadlines
- Experience managing and mentoring high-performance teams
- Creative thinker with a passion for innovation and delivering personalized customer experiences
- Strong collaboration skills with the ability to work cross-functionally in a fast-paced environment
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