Director of Retention & Marketing Technology

About the Role

The Director of Retention & Marketing Technology will own our complete customer lifecycle strategy—from first-time visitors to loyal customers. You'll manage retention communications across email, SMS, in-app, website, and even unboxing experiences, while building the marketing technology stack that powers smart decisions.

This role combines strategic thinking with hands-on execution. You'll streamline our platform ecosystem and create customer interactions that add value to people's lives, not just compete for their attention.

This role is full-time and hybrid. The Marketing department at Printfresh typically works from home Monday and Friday and in-office Tuesday, Wednesday, and Thursday.

What You’ll Do

Strategic Ownership & Execution

The role requires critical thinking across our entire customer ecosystem: the prospects warming up to us, the loyal customers we can't afford to lose, the high-value relationships we're nurturing for the long haul, and yes, even the ones who walked away and why they did. 

What this looks like in practice:

• Build comprehensive launch plans for campaigns, releases, and promotions
• Develop retention strategies that work across all customer touchpoints
• Develop & own a rigorous test & learn roadmap and identify opportunities for growth, new experiments across channels, customer segments, and messaging approaches.
• Own specific revenue/engagement targets and report transparently on results

Customer Communications

You'll own all retention communications, which will go beyond just email and SMS. Communications will span site opt-in strategies, messages to our loyalty groups, app messages, and even the moment customers receive our package for the first time. 

What this looks like in practice:

• Manage all retention communications: email, SMS, app messages, site messaging, loyalty programs, and unboxing moments.
• Map complete customer journeys and ensure consistent experiences across channels.
• Design communications that span site opt-in strategies, messages to our loyalty groups, app messages, and even the moment customers receive our package for the first time.
• Champion customer-first communication—creating moments of value, surprise, and delight.
• Create segmentation strategies based on full interaction history

Marketing Technology & Data

• Lead our martech ecosystem to unlock the full potential of tools across departments. Spearhead data initiatives, socialize insights, and centralize analytics efforts across teams.
• Evaluate and optimize existing tools while planning future additions.
• Collect, visualize, and analyze data effectively, and most importantly, extract meaningful and statistically confident insights that drive decision-making.
• Connect systems to enhance customer profiles for better segmentation.
• Turn complex data into actionable insights for marketing, ecommerce, & product teams.
• Design data governance standards and processes to establish consistent tracking and measurement across all teams.

Team Leadership

• Partner with teams to align strategies with business objectives.
• Guide campaign performance alongside internal teams.
• Support and develop retention partners and team members 

Requirements

What We’re Looking For

• Experience with platforms like Google Analytics, Shopify, Klaviyo, Attentive, Haus, Northbeam, TripleWhale, Excel, CDPs, and Looker Studio.
• Ability to analyze data, identify patterns, and extract meaningful insights.
• Strategic thinker who can explore new approaches and spot opportunities.
• Strong communicator who can explain complex ideas clearly.
• Someone who understands that customers have busy lives and finds ways to help genuinely.
• Experience managing retention strategies and cross-channel campaigns.
• 10+ years in a comparable role.
• In-office days in the Philadelphia office are required for this position.

Benefits

What We Offer

• Health benefits, PTO, and a 401(k) plan with company match
• Employee discount on Printfresh products
• A collaborative, creative office environment with some hybrid flexibility

About Our Culture

At Printfresh, we celebrate creativity, sustainability, and a customer-first mindset. Our core values guide everything we do:

• Do the Right Thing
• Just Say It
• Do What It Takes
• Just Off-Center
• Customer-Centric
• Learning Oriented