Location: New York, NY | Hybrid | Reports to: VP, Growth & Global Ecommerce

Works with: Global Digital, Brand Marketing, Creative and Customer Experience Teams

Role type: Individual Contributor, Full-Time

Overview: Customer growth is the largest untapped revenue opportunity in the business. New customer acquisition becomes increasingly expensive over time, while existing customers represent the highest-margin source of sustainable growth. This role owns the strategy and execution required to increase customer revenue, retention, repeat purchase behavior, and lifetime value.

This person is not simply managing campaigns or sending emails. They are responsible for identifying growth opportunities across the customer lifecycle, diagnosing performance issues, developing strategies, building business cases, and implementing programs that drive measurable revenue impact.

CRM, lifecycle marketing, personalization, subscriptions, and an optimized customer journey have the potential to drive up to 40% of total global ecommerce revenue. This role owns building that engine.

WHAT THIS PERSON OWNS

Customer growth strategy. Develops the roadmap for retention, repeat purchase, customer lifetime value, subscription growth, and customer reactivation. Identifies where growth is being left on the table and creates plans to capture it.

Channel contribution. Develops and holds the team accountable to daily, weekly, monthly, and quarter sales targets and responsible for growing CRM revenue contribution.

Lifecycle marketing. Owns global lifecycle programs across Email, SMS, Direct Mail, subscription, onboarding, replenishment, engagement, win-back, loyalty, and VIP customer journeys.

Customer diagnostics and opportunity identification. Continuously evaluates funnel performance, retention cohorts, customer behavior, and revenue trends to identify issues, opportunities, and areas for optimization before they become business problems.

Segmentation and personalization. Builds customer segmentation frameworks and personalization strategies that improve relevance, engagement, conversion, and customer value.

Testing and optimization. Owns experimentation across customer journeys, messaging, timing, offers, creative, incentives, and audience strategies. Establishes testing roadmaps and prioritizes initiatives based on impact.

Measurement and insight generation. Establishes reporting frameworks, develops actionable recommendations, and translates data into growth strategies.

Retention technology and capabilities. Evaluates new tools, platforms, and capabilities that improve customer engagement, lifecycle performance, and operational efficiency.

Cross-functional leadership. Partners closely with Global Digital, Brand Marketing, Creative, and Customer Experience teams to ensure customer growth opportunities are identified and executed.

WHAT SITS OUTSIDE OF THE ROLE

• Media buying, budget allocation, and bidding
• Brand campaign development and creative production
• Site merchandising
• Customer service operations

TOOLS

• Klaviyo or equivalent CRM platform.
• Shopify and ecommerce analytics platforms.
• Google Analytics, Looker, Triple Whale, Tableau, Power BI, or equivalent reporting tools.
• Customer segmentation and customer data platforms.
• Project management tools including Asana.
• Advanced Excel and data analysis capabilities.

The specific platforms matter less than the ability to use data to identify growth opportunities, build strategies, and drive business results independently.

CANDIDATE PROFILE

• 5+ years leading CRM, lifecycle marketing, customer retention, or customer growth programs in ecommerce
• Proven record of driving meaningful revenue growth through owned channels
• Has built retention strategies, not simply executed campaigns created by others
• Strong commercial mindset with experience connecting customer behavior to business performance
• Highly analytical and comfortable diagnosing complex performance issues using data
• Demonstrated success improving customer lifetime value, retention, repeat purchase, and subscription performance
• Comfortable operating with ambiguity and creating structure where none exists
• Strong communicator who can influence stakeholders across functions using data and business rationale
• Naturally curious and proactive, constantly identifying opportunities to improve performance

COMPENSATION & BENEFITS

• Comprehensive PTO including holidays and Summer Fridays.
• Hybrid work schedule.
• Medical, dental, and vision coverage.
• 401(k) with a company match.
• Salary range: $90,000 - $110,000 (NYC-based).

About Grown Alchemist

GROWN ALCHEMIST was born from the belief that skin health + wellness is holistic, impacted by the world around us. Our solution; high-performance, clinically proven formulations and services using advanced plant and bio-tech ingredients. Working with your skin biology inside + out. Better absorbed, better utilized, better results - creating optimum conditions for you + your skin to thrive. The Alchemy Of Total Skin Health. Plant Powered. Science Boosted.

Grown Alchemist is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment, where everyone feels respected and valued. We recruit positive minded people who share our core values and our commitment to sustainability.