Sr Director, Membership and Retention

The Senior Director, Membership & Retention is responsible for setting the vision and driving strategies to grow customer membership, improve retention, and reduce churn across the DTC & Hair Color Bar channels. This senior leader will own the membership and retention programs, define the strategic roadmap, partner with key stakeholders to optimize client satisfaction, and use data-driven insights to create and execute initiatives that improve long-term retention rates and customer lifetime value.

This role manages one direct report (Membership Marketing Associate). This role is full time and remote. While remote, this role may travel up to 5% travel from home including but not limited to industry events, team meetings, Quarterly Business meetings, & company-sponsored events.

The base salary range for this position is between 175,000 and 185,000. At Madison Reed, we aim to pay competitively. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities:

Vision & Strategy

• Define and own the long-term vision and strategic roadmap for membership and retention across both the DTC and Hair Color Bar channels, aligned with the company’s overall business objectives. • Serve as the internal authority and executive champion for membership and retention strategy — influencing senior leadership with data-backed recommendations and a clear point of view on program direction. • Monitor competitive trends and best practices across loyalty, membership, and subscription models to continuously evolve programs and maintain competitive positioning. • Identify and prioritize growth opportunities across the member lifecycle, from acquisition through long-term retention, for both HCB in-store and DTC online membership segments.

Brand Retention – Direct & Omni

• Develop and manage comprehensive churn reduction strategies, leading to measurable decreases in member churn across DTC and Hair Color Bar channels. • Create and execute omni-channel client retention strategies that enhance long-term relationships across owned channels, including DTC and Hair Color Bars

Membership Management

• Lead the membership programs across HCB and DTC, including the development and execution of launch activities, growth initiatives, and activations targeting new and existing client base in partnership with HCB field leaders and eCommerce leaders • Collaborate with the eCommerce & HCB Field team to grow LTV across membership segments. • Partner with key stake-holders across HCB, Digital, CRM, and Creative teams to optimize membership programs, achieving KPIs such as take rates, retention rates, and engagement metrics.