Hiring: Director of Retention Company: Cornbread Hemp® Location: Louisville, KY Job Posted Time: 2026-09-11 10:37:36 Employment Type: Remote Target Skills & Keywords : Shopify About the job Experience: •Lead the Customer Experience Manager and Customer Experience team. •Establish customer service standards that create exceptional customer experiences. •Monitor support metrics including CSAT, response times, resolution times, and customer feedback. •Identify recurring customer issues and partner with internal teams to solve root causes. •Ensure customer insights influence product, marketing, and operational decisions. Required Skills: •Cornbread Hemp is seeking a strategic, analytical, and highly organized Director of Retention to lead one of the most important functions in our business: maximizing customer lifetime value. •This role owns the entire retention ecosystem: from email and SMS marketing to subscriptions, promotional planning, ecommerce optimization, and customer experience. You'll lead a talented team while continuously improving how customers discover, purchase, receive, and engage with our products long after their first order. •You'll oversee our in-house Email Marketing Manager, Customer Experience Manager, and Customer Experience team while partnering closely with Growth, Software Development, Creative, Operations, and Product to deliver a seamless customer journey. •This isn't a role for someone waiting for directions. We're looking for a leader who identifies opportunities before anyone else, builds solutions independently, and uses data to drive better customer experience and business results. •Own the company's retention strategy across email, SMS, customer lifecycle, and loyalty initiatives. •Manage and mentor the Email Marketing Manager while helping evolve our lifecycle marketing programs. •Develop segmentation, automation, personalization, and testing strategies that improve engagement and revenue. •Analyze campaign performance and customer behavior to continually optimize retention efforts. Qualifications: •A self-starter who thrives with autonomy and takes ownership without needing constant direction. •An exceptional problem solver who uses deductive reasoning to identify root causes rather than treating symptoms. •Extremely detail-oriented and able to manage multiple projects without letting anything fall through the cracks. •An experienced people manager who develops high-performing teams through coaching, accountability, and clear communication. •Analytical and data-driven, balancing customer insights with business objectives. •Comfortable making decisions quickly while continuously testing and improving. •Naturally curious and always looking for ways to optimize systems, processes, and customer experiences. •Highly organized with exceptional project management skills. •Collaborative and cross-functional, able to work effectively with Marketing, Creative, Software Development, Operations, Product, and Leadership •7+ years of experience in ecommerce, retention marketing, lifecycle marketing, or customer experience. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!