Associate Director, Digital Commerce + Lifecycle

Job Description

Baloo is a people operations group offering custom recruitment and consulting services. At Baloo, we know a company's most valuable resource is its people, and we are people experts!

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We will be the point of contact between you and Dr. Idriss during the recruitment process, acting as your trusted advisor and coach. We look forward to your interest.

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Dr. Idriss Skincare Brand | New York City

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Associate Director, Digital Commerce + Lifecycle

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This role owns the day-to-day operation and growth of DrIdriss.com across ecommerce, lifecycle, retention, loyalty, subscription, merchandising, and CRO. You’ll be the internal owner of DTC, working with agencies, developers, and technology partners as your extended team.

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This is a hands-on role: you’ll set priorities and strategy, manage execution, analyze performance, QA the work, and jump directly into Shopify or Klaviyo when needed. This role has one direct report, a Customer Experience Lead.

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What You’ll Own

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• Own the day-to-day performance of DrIdriss.com, including site optimization, merchandising, launches, promotions, landing pages, bundles, sampling, GWPs, and the overall digital customer experience.
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• Own email and SMS strategy and execution, including the campaign calendar, automated lifecycle journeys, segmentation, personalization, testing, and optimization.
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• Own retention strategy across loyalty, referrals, subscription, replenishment, cross-sell, and winback, with accountability for increasing repeat purchase and customer lifetime value.
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• Lead the CX function, using customer feedback, support trends, returns, and recurring friction points to improve the customer journey and inform broader business decisions.
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• Own the CRO roadmap, using funnel and behavioral data to identify opportunities, prioritize testing, manage implementation, and translate learnings into action.
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• Manage external agencies, developers, and technology partners as an extension of your team by setting priorities, writing clear briefs and requirements, managing timelines, QA’ing execution, and holding partners accountable for results.
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• Own the ecommerce and retention technology stack, including Shopify, Klaviyo, loyalty, subscription, reviews, personalization, customer data capture, CX tools, and relevant integrations.
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• Own DTC performance reporting across conversion, AOV, repeat purchase, lifecycle revenue, retention, and LTV, turning data into clear recommendations and prioritized actions.
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• Maintain an integrated DTC calendar across launches, promotions, merchandising, lifecycle, loyalty, subscription, and site initiatives, ensuring the business is ready and execution is seamless.
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• Partner closely with Brand, Product, Operations, Finance, and Paid Media to connect acquisition, onsite experience, conversion, retention, and customer feedback into one cohesive customer journey.
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Must Haves

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• 7+ years of experience across DTC ecommerce, lifecycle/CRM, or digital commerce, with meaningful experience across both ecommerce and retention.
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• Deep Shopify and Klaviyo fluency.
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• Strong ecommerce merchandising and CRO experience.
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• Experience owning email/SMS, automated lifecycle journeys, segmentation, loyalty, and/or subscription.
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• Strong analytical skills across conversion, AOV, repeat purchase, retention, cohorts, and LTV.
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• Proven ability to manage agencies, developers, and vendors as an extension of your team.
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• Ability to write strong briefs, manage projects, troubleshoot, QA, and get into the tools when needed.
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• Highly self-directed and comfortable operating as a senior individual contributor with broad ownership.
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• Beauty, skincare, wellness, or high-growth consumer experience preferred.
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