Director of Retention Marketing

Location: Remote in U.S

Reports to: Sr. Director of Growth & Retention

Nice to meet you!

Pepper is a DTC fast-growing, unabashedly confident intimate apparel brand intentionally designed to celebrate small chested bodies in all their glory. We’re on a mission to empower small-chested women of all body types to love their bodies as they are.  Since launching our 470% funded Kickstarter in 2017, we’ve sold more than a million bras in 2023 alone, and have gone viral and been featured in Cosmopolitan, Glamour, Forbes, Oprah Daily, Vogue and many more.

What we’re proud of:

• Small & mighty. Without raising traditional VC dollars, we’ve grown to eight figures in sales in just 7 years through focused and profit-minded strategies.
• Doing big things. Our vision is to create a world where ‘flat’ is no longer an insult, and where we take over our customer’s closet with solution-driven, highly curated, fit-first apparel.
• Good for people & the planet. We are intentional about our impact, from how we give back to communities all the way to our factory workers and the women who make our bras. Read more about our sustainability here.

This is where you come in.

Pepper’s mission is to inspire the entire world to embrace the flat in flattering. We’re looking for a Director of Retention & Loyalty Marketing to help achieve that mission by driving customer lifetime value through an array of multi-channel marketing touchpoints that make Pepper an indispensable part of her top-drawer shopping journey.

The ideal candidate is a data-driven and creative marketing leader with a deep understanding of CRM platforms, Lifecycle Marketing, Cohort/Customer Strategy, GTM playbooks, and Loyalty program. This role will be responsible for driving Returning Customer revenue through Email, SMS, Direct Mail, In-box marketing collateral, Loyalty Program and more, with a core focus on improving Retention Rates, AOV and Customer Lifetime Value.

What You’ll Do:

• Email & SMS Marketing: Lead Pepper’s Email & SMS marketing strategy, managing the briefing and performance of each campaign (both lifecycle triggers and scheduled broadcast messaging) and maximizing the growth and health of our customer file. 
• Print Marketing: Incorporate print marketing strategies (direct mail, in-box collateral, etc.) into the existing flow of digital touch-points to increase engagement and conversion. Adept at measuring and optimizing ROI for each program. 
• Loyalty & Referral Programs: Spearhead the evolution of our Pepper Perks loyalty program to maximize customer satisfaction and LTV while optimizing ROI.
• Customer Strategy: Passionate and skilled at turning transactional data into meaningful customer cohorts (e.g. deciles, LTV or RFM tiers, personas, lifecycle stages, etc.) to drive insights to inform new marketing programs and accelerate the growth of our returning customer value to the business.
• Cross-Functional Collaboration: You enjoy working cross-functionally with a variety of teams and strategizing new and innovative ways to connect with our customers. You are constantly looking for feedback and open to inspiration from others to create engagement points that align with brand values and drive success.   
• Technology/Vendor Management: Own the evaluation and ongoing maximization of value/ROI we derive from each CRM platform/vendors. Savvy in understanding the latest technology trends in the space and adept at managing our CRM techstack holistically.
• Team Management: A passionate and thoughtful manager to team member(s) who knows how to inspire individuals to be at their best, and encourage their growth through thoughtful feedback and ongoing coaching/support and advocacy.

Requirements

• Passionate about Pepper’s mission to redefine body standards and lives Pepper’s brand and ethos
• 8+ years of Retention/CRM marketing experience at a fast-growing, beloved DTC consumer products brand with high SKU count
• A strong balance of right and left brain: Highly creative with the ability to use insights and data to drive decisions
• Goal-oriented, cool under pressure and strives for continuous improvement
• Thrives in fast-paced startup environments and comfortable rolling up sleeves
• Strong organizational, communication and project management skills
• Excellent cross-functional leadership
• Comfortable with challenging the status quo and proposing wild ideas *that might just work*
• A leader who knows how to coach, influence, and get the most of your team; Work ethic and interpersonal skills that inspires collaboration and motivate creative thinking

Benefits

• Company matched 401K plan up to 3%
• 100% company covered option for medical, vision, dental insurance premiums
• Flexible remote work location
• Flexible and generous vacation policy
• Paid parental leave for qualifying employees
• Health & wellness monthly stipend
• Employee discount for Pepper product 
• Have a huge role in the growth of a company with a meaningful mission

Pepper values.

• We Set the New Standard 🏆: We challenge ourselves to always do better than the status quo and are not afraid to think outside the box.
• We Care Hard 💪: We do hard things with empathy, collaboration, compassion, and don’t shy away from tough feedback or situations.
• We Believe No Job’s Too Big or Small 🗻: We roll up our sleeves, and are able to do a lot with a little through creative problem solving and resourcefulness.
• We Embrace Flexible Conviction 💫: We don’t hold back, and believe the best decisions are ones made together with conviction and openness.

Diversity

Pepper is an equal opportunity employer and makes employment decisions on the basis of merit. Pepper's policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.

Pepper will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.

What Personal Information We Collect

Professional, employment-related, or schooling information. Current or past job history, performance evaluations, and educational background, including grades and transcripts.

How We Use Your Information

For professional, internal analysis, or employment-related purposes, including job applications.

If you are a Colorado or NYC resident, please email us at [email protected] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.