Director of Client Retention & Engagement

Position Summary:

The Client Retention Director is responsible for driving long-term client engagement, satisfaction, and loyalty across the FASTer Way programs. This role will develop and execute retention strategies, oversee the client journey, and partner with marketing and program teams to ensure clients remain highly engaged from enrollment through renewal. By leveraging data insights, client feedback, and creative campaigns, the Director will reduce churn, maximize lifetime value, and strengthen our community.

This is a highly strategic, cross-functional role that influences program design, lifecycle marketing, and client experience at scale.

Key Responsibilities

• Retention Strategy: Develop and implement strategies to increase client renewals, reduce churn, and extend lifetime value.
• Client Journey Oversight: Map, evaluate, and continuously improve client touchpoints across the FASTer Way lifecycle, ensuring consistency and impact from the 6-week program through long-term membership.
• Engagement & Campaigns: Collaborate with the marketing team to design and execute lifecycle campaigns, messaging, and offers that drive retention, re-enrollment, and upsells.
• Data & Insights: Analyze retention metrics, program adoption rates, and client behavior to identify risks and opportunities; translate insights into actionable initiatives.
• Cross-Functional Leadership: Partner with program, marketing, sales, and product teams to ensure alignment and execution of retention strategies.
• Feedback Loop: Establish a company-wide system for collecting and acting on client feedback, and communicate insights to leadership to influence program and product improvements.
• Storytelling & Advocacy: Aggregate and promote client success stories and case studies for use across marketing and sales channels.
• Metrics & Reporting: Define, track, and report on KPIs such as retention rate, churn, engagement, and lifetime value; present findings and recommendations to leadership.
• Innovation: Pilot and scale new retention initiatives (e.g., loyalty programs, exclusive events, challenges, or tiered memberships).

Qualifications

• 7+ years of experience in client retention, lifecycle marketing, or program management in a subscription-based or health/wellness business.
• Proven track record of reducing churn and improving retention at scale.
• Strong understanding of client lifecycle management, engagement campaigns, and data-driven insights.
• Excellent leadership, communication, and collaboration skills across diverse teams.
• Strategic thinker with the ability to execute in a fast-paced, high-growth environment.
• Analytical and process-oriented, with the ability to translate metrics into action.
• Passion for health, wellness, and the FASTer Way mission.

Success in This Role Looks Like

• Clear and seamless client journeys across all programs.
• Retention and engagement metrics consistently improving quarter over quarter.
• Strong alignment between program, marketing, and leadership teams.
• Scalable systems in place for measuring and improving retention.
• Increased lifetime value of clients and measurable reduction in churn.

Core Values

All FASTer Way employees are expected to embody our core values:

• Bold Action
• Excellence
• Integrity
• Adaptability
• Generosity