Senior Director - Loyalty & Retention

Role Overview:

We are looking for a leader to own and scale the customer loyalty and retention charter. This is a high-impact role focused on driving repeat behaviour, increasing platform stickiness and growing customer lifetime value. The role extends well beyond traditional CRM and encompasses deep insighting, lifecycle marketing, loyalty, reactivation, cross-sell, promotions and customer growth.

What makes the role meaty?:

- Own the end-to-end retention strategy with accountability for repeat rates, frequency, retention, and customer value growth

- Design and execute lifecycle and customer journey-based campaigns to drive engagement and loyalty

- Lead dormant customer reactivation initiatives and drive platform stickiness through personalized experiences and cross-sell programs

- Own and evolve the Licious Infinity loyalty program in close partnership with Product and other cross-functional teams

- Build segmentation, CRM, and promotions frameworks to deliver personalized experiences while maintaining strong business economics

- Drive experimentation and leverage data-driven insights to continuously improve engagement, frequency, and customer lifetime value

- Define and track key retention metrics and drive initiatives that significantly move customer growth.

We hope that you have:

- 8 - 12+ years of experience across retention, CRM, lifecycle marketing, loyalty, or customer growth, with a strong customer-first mindset

- A proven track record of driving improvements in repeat rates, reactivation, frequency, and customer lifetime value

- Strong expertise in CRM platforms, customer segmentation, promotions, and lifecycle marketing

- A highly analytical and data-driven approach, with the ability to translate customer insights into impactful actions

- Experience in building and scaling loyalty programs and driving customer engagement at scale

- The ability to combine strategic thinking with strong execution excellence

- Experience working in high-frequency consumer businesses such as e-commerce, D2C, quick commerce, food delivery, travel, fintech, or subscription-led platforms

- Experience in building, mentoring, and leading high-performing retention teams while collaborating seamlessly with Product, Analytics, Marketing, and Category teams