Director, E-Commerce & Retention

Director of E-Commerce & Retention We're looking for a strategic, data-driven Director of E-Commerce & Retention to own performance and growth of our global direct-to-consumer (DTC) and wholesale / B2B digital channels. You’ll lead strategy and execution across our owned and third‑party e‑commerce sites, email, and customer lifecycle programs. The mandate is to amplify brand awareness, grow revenue, improve conversion, and deepen long‑term customer relationships. This is a senior individual‑contributor and people‑leadership role, sitting at the intersection of marketing, technology, and merchandising. You’ll work closely with Brand & Digital Marketing, Creative, Education, and the broader commercial team to ensure our digital channels reflect the brand’s positioning in the luxury medical‑grade skincare space while delivering measurable business results. Key Details Where? Hybrid – work from our head office 3 days per week and from home the remainder. Additional on‑site presence may be required to support team collaboration, meetings, and other business needs. Hours? Full Time. Typical Pacific Time business hours with some flexibility including evenings & weekends on occasion. Physical Demands? This role primarily involves computer and desk‑based work but may occasionally require standing for extended periods. Travel Expectations? Minimal travel. Compensation? $135,000 - $145,000 with annual bonus potential. Key Responsibilities E-Commerce Strategy & Site Performance Own the DTC and wholesale e‑commerce P&L, including revenue targets, conversion rate, AOV, and site‑driven growth KPIs. Lead ongoing CRO strategy—prioritizing and overseeing testing, UX improvements, and merchandising optimization across the Shopify storefront. Oversee site operations, catalog integrity, and publishing cadence in partnership with the Web Producer. Partner with IT and development resources to manage the Shopify technology stack, app ecosystem, and platform roadmap. Ensure the digital experience appropriately serves both consumer and professional audiences, with channel‑appropriate content, pricing, and navigation. Retention & Lifecycle Marketing Own the full customer retention strategy across email, SMS, and loyalty—from acquisition handoff through repeat purchase and long‑term LTV growth. Lead segmentation strategy and audience architecture in Klaviyo, ensuring the right message reaches the right customer at the right stage of their journey. Oversee automated flow strategy (welcome, post‑purchase, replenishment, win‑back, professional onboarding) and campaign calendar execution. Define and track retention KPIs: repeat purchase rate, 90/180‑day retention, LTV cohort performance, churn, and reactivation. Identify opportunities to deepen loyalty through subscription, bundling, rewards, and personalization initiatives. Analytics & Insights Own e‑commerce reporting and performance dashboards—translating data into clear recommendations for leadership and cross‑functional partners. Monitor and interpret customer behavior, funnel performance, and channel attribution to guide investment and prioritization decisions. Develop and maintain sensitivity models and scenario planning tools to support forecasting and test prioritization. Team & Cross‑Functional Leadership Directly manage and develop an E‑Commerce Coordinator / Web Producer responsible for day‑to‑day site operations, catalog management, and email execution. Own agency relationships with development and design partners—managing SOWs, project prioritization, sprint planning, and quality of output. Serve as the internal point of escalation for site technical issues, coordinating between internal stakeholders and external development resources. Act as the primary e‑commerce voice in cross‑functional planning—aligning digital execution with product launches, promotions, and seasonal campaigns. Collaborate with the professional channel team to ensure B2B digital touchpoints are operationally sound and strategically aligned. Qualifications 7–10 years of progressive e‑commerce and digital marketing experience, with at least 2–3 years in a director or senior manager role. Models HydroPeptide’s core values—High Performance, Integrity, Clinical Results, and Luxury Experiences—in decision‑making, leadership approach, and daily interactions. Experience managing agency relationships (development and design) including SOW negotiation, project scoping, and vendor accountability. Proven ability to manage and develop direct reports in a fast‑moving, cross‑functional environment. Deep hands‑on experience with Shopify—including storefront management, app ecosystem, and working with development partners. Strong Klaviyo expertise across both campaign execution and lifecycle/flow strategy. Demonstrated track record of owning retention KPIs and improving LTV and repeat purchase performance. Experience in beauty, skincare, wellness, or luxury consumer goods strongly preferred; aesthetic or medical‑grade skincare a significant plus. Highly analytical—comfortable building business cases, reading cohort data, and presenting performance to senior leadership. Strong cross‑functional collaborator who can operate at both the strategic and executional level. Experience managing both DTC and professional/wholesale digital channels is a meaningful differentiator. Preferred Experience Familiarity with the spa, medical aesthetics, or professional skincare distribution model. Experience with SMS platforms, loyalty tool or subscription management (Attentive, Yotpo, ReCharge). Comfort with analytics tools like GA4, ThoughtMetric, Seller Central for attribution and performance. Experience building or scaling a community‑integrated retention model. #J-18808-Ljbffr HydroPeptide