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.

Client Satisfaction & Customer Insights

• Monitor and improve customer satisfaction metrics, including CSAT, NPS, and customer reviews, to drive retention and brand advocacy.
• Provide monthly insights and strategic recommendations based on customer feedback to enhance satisfaction and member retention.
• Act as the brand specialist and advocate for the customer, utilizing surveys, persona development, and other tools to align marketing and creative strategies with client needs.

Strategic Collaboration & Optimization

• Partner with Digital and CRM teams to deliver data-driven retention campaigns and personalized experiences both online & offline.
• Collaborate with the Creative team to develop engaging content and messaging that resonates with target personas and enhances retention.
• Identify opportunities to optimize customer touchpoints across the digital and physical customer journey.

Metrics & Reporting

• Own and report on membership and retention KPIs, providing regular updates to the SVP of eCommerce and Executive leadership team on progress and key initiatives.
• Leverage data analytics to inform decision-making and continuously improve membership and retention strategies in collaboration with Finance.

Team Leadership

• Lead, mentor, and develop the Membership Marketing Associate, providing clear goals, professional development, and performance guidance.
• Foster a high-performance, customer-centric team culture focused on impact, collaboration, and continuous improvement.

Qualifications:

Experience

• 10+ years of experience in customer membership, retention marketing, or related roles, with demonstrated experience in both DTC and omni-channel environments.
• Proven track record of developing and executing successful membership and retention strategies that drive measurable improvements in LTV, churn, and ARPU.
• Experience managing or influencing teams, with a track record of leading cross-functional initiatives at a senior level.
• Experience with CRM platforms, membership or subscription program management, and data-driven marketing strategies.

Skills

• Strategic thinker with strong analytical skills and a data-driven approach to decision-making.
• Excellent communication and collaboration skills, with the ability to influence cross-functional teams and senior stakeholders.

Education

• Bachelor’s degree in Business, Marketing, or a related field.

Big on Benefits 

The Perks? Glad you asked…

• Comprehensive Healthcare
• 100% Company Paid Short and Long Term Disability 
• 401k Participation and Equity Grants
• Continuing Education Contributions
• HSA Employer Contributions and FSA Options
• Parental Leave Program
• Commuter Benefits
• Responsible Paid Time Off Program
• Complimentary Madison Reed Products + Discounts on Hair Color Bar Services
• Company sponsored events
• But wait, there’s more…

 

We are Madison Reed.

We’re disrupting a $50 billion industry.

Since 2013, we’ve offered our clients the option to truly own their beauty with a revolutionary choice—your place or ours? Home or Hair Color Bar? Our professional hair color is truly omnichannel, with the option to order or subscribe through our website, pick up in-store at our Hair Color Bars, or make an appointment at one of our Hair Color Bar locations (over 20 & growing). At our Hair Color Bars, clients can choose from a variety of color services from licensed cosmetologists—permanent hair color, roots only, hair gloss, highlights and more. With our men’s line launched in 2020, we’re shaking up the $50 billion hair care industry with products that continue to raise the bar for doing hair at home.

We live our values.

Here at our San Francisco headquarters and in every Hair Color Bar, we truly live our values—Love, Joy, Courage, Responsibility, and Trust. Our values inform everything we do, from how we treat our clients to how we treat every member of our fast-growing team. Our founder & CEO, Amy Errett, has fostered a one-of-a-kind culture based on transparency, accountability, and fun; where diversity and inclusion are of utmost importance and every team member feels supported to succeed.

We are hair color that breaks the rules.

Our commitment to the ultimate client experience, paired with our dedication to product innovation and the latest beauty technology, has attracted a devoted, consistently-growing base of fans, converts, and color evangelists. We love what we do—and it shows.

Join us in our mission to live life colorfully and make personal care more personal.

Where applicable we comply with the Fair Chance Ordinance, and we will consider employment for qualified applicants with arrest and conviction records. All qualified applicants with arrest or conviction records will be considered for employment in accordance with the ordinance and state law. We value inclusion and access for all candidates, and we are pleased to provide reasonable accommodation as needed to complete the interview process. Please contact hiring@ madison-reed.com to make a reasonable accommodation request. Requests must be submitted prior to your scheduled interview

Information for Recruiters: Madison Reed only accepts resumes directly from candidates. Madison Reed does not accept unsolicited resumes from staffing vendors, including recruitment agencies and/or search firms, and does not pay fees to any such vendors for any unsolicited resumes.

Madison Reed. is an equal opportunity employer. We are committed to recruiting, training, compensating and promoting our employees regardless of race, color, religion, sex, disability, national origin, age, sexual orientation, gender or any other protected classes as required by applicable law that might make us unique or different. As a company, we are dedicated to reflecting the diversity, multiculturalism, and inclusion found in the communities we serve. Inclusion is at the heart of what we do, from the way we craft our job descriptions, to the values we espouse daily.