Director of Customer Retention

Toronto /
Marketing /
/ Hybrid
At Interaxon, we develop engaging experiences using brain sensing technology. We are a passionate team of researchers, technical experts and scientists building the world’s leading science-based brain platform to empower personal transformation through human-centred innovation. Our Muse 2 and Muse S headbands are designed to make meditation and sleep easier and provide real-time audio and visual feedback on your meditative and sleep state through the Muse companion app.

This role is remote-friendly, with a preference for candidates based in Canada. 

Your Role:

    • Develop and manage our customer retention strategy and optimize key performance indicators including customer lifetime value and retention/churn levels.
    • Dive into customer data and craft high-impact retention growth strategies at key points in the user funnel; using data, define customer segments that you’ll use to power personalized CRM and loyalty campaigns, driving growth from first time users and power users alike.
    • Work closely with our marketing, product and research teams to build and iterate on subscription & retention marketing campaigns across key channels such as email, push/in-app, social, and out of home.
    • Conduct, analyse, and present customer retention research on a regular basis to drive data-driven decisions as well as inform other key stakeholders of key strategic insights
    • Collaborate on marketing strategies to grow the business based on solid analysis, including: Client behavior, purchase propensity, channel optimization, etc. 
    • Effectively communicate strategy, objectives, and performance results cross-functionally.
    • Ensure product communications align accordingly with Client experience and communication strategy.
    • Increase product and feature utilization through a structured program of education, communication, incentives, tools and “wow” moments.
    • Improve product cross-sell rates through efficient targeting and communications.
    • Optimization, profiling and segmentation to drive message relevance.
    • Manage implementation of the growth and retention marketing plan and manage expenses versus plan.
    • Rapidly develop and launch qualitative and quantitative A/B and multivariate tests and continuously apply learning.
    • Recommend product and feature utilization through a structured program of education, communication, incentives, tools and “wow” moments.

Your skills and experience:

    • 5+ years of digital mobile, desktop, and in-app performance marketing with a focus on user retention and subscription/membership services 
    • You live and breathe a deep understanding of customer retention metrics and measurement.
    • You have a love for offering wellness solutions/life impacting tech
    • Focus on using analysis and insight to drive change and performance improvement
    • Proven experience and knowledge of Salesforce and marketing tech stacks.
    • Experience in a dynamic, high-tech startup environment
    • An enthusiastic team player who is comfortable working with all department leaders
    • Results driven marketer with a proven quantitative and analytical skills; should be extremely comfortable with Excel and analytics reporting tools (eg. DOMO, Looker, or Tableau); familiarity with SQL is a plus.
    • A proven track record of designing and delivering customer journeys that have measurable improvement on lead conversion, customer retention, and customer spend.
What we offer:
Our collaborative culture is an extension of our vision to empower personal transformation to improve lives and change the world. We have a flexible working environment, on-going work from home options, a great benefits package, weekly team meditations, and a commitment to keeping connected while working apart. Join a team passionate about making a difference.

Interaxon is a company fueled on innovation and inclusion.  We believe that diversity is an essential part of our workplace culture, and we continue to grow our team through equal opportunity and barrier-free recruitment. Additionally, if you require any accommodations during the selection process, please let us know!