About the role
Location: NYC (in office 3 days per week)
Trove is building the future of collectibles, bringing culture, community, and commerce together in one mobile experience. We're a small team building fast, and we're looking for a Director, Retention Marketing to own CRM, lifecycle, and rewards end to end.
This is a chance to build Trove's entire retention function from scratch and own it end to end: the lifecycle strategy, the promotions and rewards, the testing machine, and the outcomes. It's a hands-on role for someone who has built retention and CRM for an early stage consumer product. This isn't a role where you brief an agency and manage from a distance. You'll live inside the CRM tools and turn engagement into loyal, repeat collectors, with one mission: build the retention engine that keeps Trove's collectors coming back and spending more.
You'll work directly with the founders, design, and engineering to stand up our retention strategy from zero. You'll need to make decisions on offers and incentives with incomplete information, build the systems that let your testing engine run without constant manual lift, and stay honest about the numbers. The team that learns fastest wins, and you'll set that pace.
On any given week, you might:
- Lead, run, and iterate CRM and lifecycle campaigns across email, push, SMS, and in-app messaging
- Build a high-velocity testing engine for offers, loyalty, and rewards, killing or scaling based on the data
- Partner with Design to develop creative and messaging that resonates with collectors at every lifecycle stage
- Own the retention and share of wallet KPIs and defend every number behind a promotion or reward decision
- Own the segmentation and lifecycle tracking behind every campaign, partnering with engineering to automate it
- Design and manage promotions and rewards programs that drive engagement without eroding margin
- Build campaigns that capitalize on collectibles culture and the moments driving it
- Use AI automation to handle the busywork so your time goes to the work only a human can do
- Make big bets, move quickly, and have fun doing it
You have experience and success in these areas:
- 7+ years of hands-on CRM, lifecycle, or retention marketing for a B2C product
- Owning retention, repeat purchase, and LTV math and defending every number
- Deep expertise running promotions and rewards programs, with fluency across CRM and lifecycle tools
- Working technically and analytically, comfortable in SQL and diving into the data on your own
- Building from zero, with no existing retention machine to fall back on
- Background in gaming, fintech, crypto, or collectibles is a strong plus
- Based in or willing to work from New York
What success looks like:
- Creating a CRM strategy that spans acquisition through loyalty
- A creative testing engine is running, with offers and messaging shipping and getting killed or scaled on the data
- Reports on performance exist that the whole team trusts, and campaigns are optimized accordingly
- CRM has become a predictable, compounding retention engine