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Director of Retention

ThriftBooks

OtherFull Time$132k - $180k
Location
Seattle, WA (Hybrid)
Posted
October 7, 2026

Job Description

ThriftBooks is seeking an experienced Director, Retention to lead customer retention, lifecycle marketing, and loyalty strategy across our direct-to-consumer eCommerce business. This role will focus on deepening customer relationships, increasing repeat purchase and engagement, and growing customer lifetime value.

As the Director, Retention, you'll develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics. You'll own key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value. You'll lead and develop the Lifecycle & Loyalty Marketing team while partnering closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance. You'll use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value. You'll also provide strategic leadership for our ReadingRewards loyalty program, oversee select technology and vendor partners, and help evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology continue to change.

What you'll do

  • Develop and lead an integrated retention strategy across Lifecycle & CRM, ReadingRewards, Affinity Programs, Customer Segmentation, Personalization, and Retention Analytics
  • Own key retention and lifecycle metrics, including repeat purchase, purchase frequency, engagement, churn and reactivation, loyalty participation, and customer lifetime value
  • Lead and develop the Lifecycle & Loyalty Marketing team
  • Partner closely with Acquisition, Product, Data & Analytics, Web Development, UX/UI, Merchandising, Customer Service, and Finance
  • Use customer behavior, segmentation, experimentation, and analytics to improve the customer experience and identify opportunities to increase engagement, retention, and lifetime value
  • Provide strategic leadership for the ReadingRewards loyalty program
  • Oversee select technology and vendor partners
  • Help evolve ThriftBooks' CRM, personalization, and retention strategies as customer expectations and technology continue to change

Location

  • This is a hybrid position with in-person days in Tukwila, WA

Compensation and Benefits

  • Base Salary: $132k - $185k/yr
  • This range reflects the good-faith hiring base salary range for this position. However, individual salaries are determined by a variety of factors including, but not limited to, business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training
  • Annual 10% bonus incentive
  • Competitive compensation package
  • Earn Paid Time Off at Accrual Rate of 15-days per year
  • Six Paid Holidays per calendar year
  • Medical & Vision Insurance
  • Dental Insurance
  • Company paid STD/LTD
  • Company paid Life Insurance
  • 401k match program
  • Professional development & growth opportunities
  • Work with nice, fun people
  • FREE BOOKS!

Ready to make an impact? We'd love to hear from you!

ThriftBooks is unable to provide employment visa sponsorship at this time. Applicants must be legally authorized to work in the United States. All candidates must be willing to authorize a background check. All applicants agree to ThriftBooks Privacy Notice for Employment-Related Personal Data: https://www.thriftbooks.com/s/employment-privacy-notice/ #COR80

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