Director, Retention | Poppy & Peonies at Bloom

Job description

Bloom is a full-service workplace design consultancy, proudly supporting Poppy & Peonies in their search for a Director of Retention to join their dynamic team. As Talent Advisors, we serve as the bridge between our Bloom Partner and you throughout the recruitment process. At Bloom, we don’t rely on automated tools to sift through applications—every resume is carefully reviewed by a real person to ensure a fair and consistent interview process. If selected, you’ll join Poppy & Peonies directly as a valued member of their team. We’re excited to consider your application! Please note that applications will be accepted throughout the holiday season. Thank you for your patience and interest in this opportunity! -------- Hi, I’m Natalie Dusome, Founder and CEO of Poppy & Peonies. At Poppy & Peonies, we’re a fun and energetic brand that believes style and function should always go hand-in-hand. We’re passionate about creating practical pieces that make life a little easier and literally lighten the load. Building Poppy & Peonies has been an incredible adventure. It all started when my daughter Poppy was born, and I found that my accessories no longer fit my new life as a mom. I needed bags with pockets and organization that looked cool but also had functionality. When I couldn’t find them, I decided to create them myself. And so, in 2015, Poppy & Peonies was born. We’ve come a long way since then—from filling orders in my basement to appearing on Dragons’ Den, and now, expanding into new product categories and collaborating with exciting influencers and brands. It hasn’t always been smooth sailing, but thanks to our incredible community, we’ve never felt more loved and supported! We believe in our responsibility to care for the environment and are passionate about preserving the health and welfare of our planet and the animals that live on it. That’s why all of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste. We are constantly looking for new ways to make our products and supply chain more sustainable, reducing our carbon footprint. The Opportunity Poppy & Peonies is looking for a strategic, customer-obsessed Director of Retention to own and evolve the full customer lifecycle across email, SMS, loyalty, and retention marketing. This is a high-impact leadership role where you’ll shape how we build long-term relationships with our community, increase customer lifetime value, and create thoughtful brand touchpoints that keep customers coming back. You’ll lead retention strategy across CRM channels while partnering closely with creative, ecommerce, and CX teams to deliver seamless customer experiences that feel deeply aligned with the Poppy & Peonies brand. Lifecycle Marketing & CRM • Own and evolve the retention marketing strategy across email, SMS, loyalty, referral, and post-purchase touchpoints • Build and optimize customer lifecycle journeys from acquisition through repeat purchase, win-back, and VIP retention • Develop segmentation strategies based on customer behavior, purchase patterns, engagement, and lifecycle stage • Lead campaign planning and CRM calendar execution around launches, seasonal moments, and customer engagement initiatives • Partner with creative teams to ensure all customer communications feel elevated, intentional, and aligned with the brand voice • Drive strategies that increase repeat purchase rate, customer lifetime value, and long-term customer engagement Email & SMS Marketing • Own the performance and execution of all email and SMS campaigns and automated flows • Develop and optimize journeys including welcome, browse abandonment, cart abandonment, post-purchase, replenishment, and win-back sequences • Continuously test subject lines, messaging, creative, segmentation, and send strategies to improve