Senior Manager, Ecommerce And Retention

LUCY’s DTC strategy is subscription-first. Recurring subscribers make up a substantial part of our eight-figure ecommerce business, which means retention is a primary growth model. We're hiring a Senior Manager, Ecommerce & Retention to own everything customers experience once they reach our site: the storefront where they buy, and the post-purchase experience that keeps them coming back.

This is a hands-on operator's seat. You'll set the priorities, write the specs and briefs, and ship through a lean team of in-house and freelance builders. We have a good idea of where and why subscribers leave, and we'll share what we found with serious candidates. We need the person who turns that into results.

The role has two halves: the retention engine and the storefront.

Subscription & retention. Own subscriber churn and lifetime value. Design and continuously improve how subscribers manage their relationship with us: cadence and frequency, skip and pause, cancellation and save experiences, win-back. Make staying subscribed the easy, obvious choice.

Email & SMS. You’ll own both channels end to end. That includes post-purchase sequences, converting one-time buyers into subscribers, campaigns to the existing base, and win-back of lapsed customers.

Site experience & merchandising. Own the LUCY storefront: merchandising, product detail and landing pages, site copy and design direction, and the onsite execution of new product launches. Own how subscriptions are offered at checkout for a heavily mobile audience; quality of subscription starts matters more to us than quantity.

The production line. Own prioritization, requirements, and QA for site and messaging work, and be accountable for how fast good ideas ship. You'll inherit two product launches and multiple in-flight site projects, so you'll have real work moving through your hands from week one.

Experimentation & measurement. Build our experimentation program from the ground up. You'll own tracking standards and data integrity across the ecom stack.

• Monthly subscriber churn
• Subscription revenue and subscriber lifetime value
• Subscription starts and 60-day new-subscriber retention
• One-time-buyer-to-subscriber conversion
• Save, pause, and win-back rates
• Speed from idea to live change, on the site and in messaging
  

We're roughly 20 people, fully remote, and disciplined about spend. Traffic and paid media belong to marketing, so your wins come from making every visitor and every subscriber worth more.

If you want to own a substantial growth lever at a fast-growing eight-figure brand and be measured on numbers you can actually move, this is your seat.

We care about what you've done, not years logged:

• You've personally moved a churn or retention number at a subscription DTC brand and can walk through what you tried, what failed, and what worked. Recharge (or equivalent) fluency is expected.
• You've designed cancel, save, pause, or cadence flows and measured their impact on subscriber cohorts over renewal cycles.
• You've run a storefront through product launches and seasonal moments: merchandising, pages, and messaging that shipped on time.
• You ship through others without losing the pen: you write specs and copy yourself and get efficient work from developers and designers.
• Bonus: regulated, age-gated, or compliance-heavy commerce (nicotine, alcohol, supplements, CBD).
  

• $110–140k depending on experience
• Cash performance bonus tied to retention outcomes + equity
• 100% remote · Health/dental/vision · Generous PTO