We're looking for a strategic, data-driven
Director of E-Commerce & Retention to own performance and growth of our global direct-to-consumer (DTC) and wholesale / B2B digital channels. You'll lead strategy and execution across our owned and third-party e-commerce sites, email, and customer lifecycle programs. The mandate is to amplify brand awareness, grow revenue, improve conversion, and deepen long-term customer relationships.
This is a senior individual contributor and people leadership role, sitting at the intersection of marketing, technology, and merchandising. You'll work closely with Brand & Digital Marketing, Creative, Education, and the broader commercial team to ensure our digital channels reflect the brand's positioning in the luxury medical-grade skincare space while delivering measurable business results.
Key Details:?- Where?You'll?Work:?Hybrid - this role will work from our head office 3 days/week and from home the remainder. However, additional on-site presence may be required to support team collaboration, meetings, and other business needs.
- Your Hours:? Full-Time working typical Pacific Time business hours will require some flexibility including evenings & weekends on occasion.
- Physical Demands:?This role primarily involves computer and desk-based work but may occasionally require standing for extended periods.
- Travel Expectations: Minimal travel
- Compensation: $135,000 - $145,000 with annual bonus potential
Key Responsibilities of theDirector of E-Commerce & Retention:E-Commerce Strategy & Site Performance
- Own the DTC and wholesale e-commerce P&L, including revenue targets, conversion rate, AOV, and site-driven growth KPIs
- Lead ongoing CRO strategy - prioritizing and overseeing testing, UX improvements, and merchandising optimization across the Shopify storefront
- Oversee site operations, catalog integrity, and publishing cadence in partnership with the Web Producer
- Partner with IT and development resources to manage the Shopify technology stack, app ecosystem, and platform roadmap
- Ensure the digital experience appropriately serves both consumer and professional audiences, with channel-appropriate content, pricing, and navigation
Retention & Lifecycle Marketing
- Own the full customer retention strategy across email, SMS, and loyalty - from acquisition handoff through repeat purchase and long-term LTV growth
- Lead segmentation strategy and audience architecture in Klaviyo, ensuring the right message reaches the right customer at the right stage of their journey
- Oversee automated flow strategy (welcome, post-purchase, replenishment, win-back, professional onboarding) and campaign calendar execution
- Define and track retention KPIs: repeat purchase rate, 90/180-day retention, LTV cohort performance, churn, and reactivation
- Identify opportunities to deepen loyalty through subscription, bundling, rewards, and personalization initiatives
Analytics & Insights
- Own e-commerce reporting and performance dashboards - translating data into clear recommendations for leadership and cross-functional partners
- Monitor and interpret customer behavior, funnel performance, and channel attribution to guide investment and prioritization decisions
- Develop and maintain sensitivity models and scenario planning tools to support forecasting and test prioritization
Team & Cross-Functional Leadership
- Directly manage and develop an E-Commerce Coordinator / Web Producer responsible for day-to-day site operations, catalog management, and email execution
- Own agency relationships with development and design partners - managing SOWs, project prioritization, sprint planning, and quality of output
- Serve as the internal point of escalation for site technical issues, coordinating between internal stakeholders and external development resources
- Act as the primary e-commerce voice in cross-functional planning - aligning digital execution with product launches, promotions, and seasonal campaigns
- Collaborate with the professional channel team to ensure B2B digital touchpoints are operationally sound and strategically aligned
Requirements
Qualifications- 7-10 years of progressive e-commerce and digital marketing experience, with at least 2-3 years in a director or senior manager role
- Models HydroPeptide's core values-High Performance, Integrity, Clinical Results, and Luxury Experiences-in decision-making, leadership approach, and daily interactions.?
- Experience managing agency relationships (development and design) including SOW negotiation, project scoping, and vendor accountability
- Proven ability to manage and develop direct reports in a fast-moving, cross-functional environment
- Deep hands-on experience with Shopify - including storefront management, app ecosystem, and working with development partners
- Strong Klaviyo expertise across both campaign execution and lifecycle / flow strategy
- Demonstrated track record of owning retention KPIs and improving LTV and repeat purchase performance
- Experience in beauty, skincare, wellness, or luxury consumer goods strongly preferred; aesthetic or medical-grade skincare a significant plus
- Highly analytical - comfortable building business cases, reading cohort data, and presenting performance to senior leadership
- Strong cross-functional collaborator who can operate at both the strategic and executional level
- Experience managing both DTC and professional/wholesale digital channels is a meaningful differentiator
Preferred Experience:- Familiarity with the spa, medical aesthetics, or professional skincare distribution model
- Experience with SMS platforms, loyalty tool or subscription management (Attentive, Yotpo, ReCharge)
- Comfort with analytics tools like GA4, ThoughtMetric, Seller Central for attribution and performance
- Experience building or scaling a community-integrated retention model
Salary Description
$135,000 - $145,000
