Director, Rebill Experience

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Requirements:

• 10+ years of experience in subscription management, payments, billing operations, or customer retention within a DTC environment.
• Expertise in payment processing systems, fraud prevention, and recurring revenue models.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Strong understanding of customer data, analytics, and segmentation strategies.
• Experience with A/B testing and performance optimization related to billing and payments.
• Excellent project management and cross-functional collaboration skills.
• Proven experience in designing and executing successful rebill and/or retention programs.
• Skilled in optimizing logistics and driving operational improvements.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to translate complex ideas into clear, visually engaging designs that drive business results.
• Exceptional communication and presentation skills, with the ability to articulate program decisions to stakeholders effectively.
• A passion for creative problem-solving and a commitment to staying ahead of industry trends.

Responsibilities:

• Become an expert in the delivery experience, identifying and optimizing the factors most critical to retention and lifetime value (LTV).
• Drive habit formation through impactful initiatives that elevate the monthly rebill experience.
• Analyze subscription data to identify patterns, risks, and opportunities for optimization.
• Develop key metrics and establish goals to increase revenue and retention for the brand by elevating the customer rebill experience.
• Collaborate with Brand and Partnerships teams to enhance the visibility and marketability of delivery touchpoints.
• Partner closely with the Supply Chain team to optimize shipping processes for efficiency and accuracy.
• Eliminate overstock issues by scaling innovative solutions that perfect delivery timing.
• Utilize machine learning and predictive analytics to proactively address rebill risks.
• Formulate programming proposals for the leadership team that are aligned with company objectives.
• Ensure proper budgeting and tracking of all operational enhancements for rebill experiences.
• Leverage industry and market insights to drive ideation of new programming that will extend our member experience and maximize retention.
• Develop new and enhanced concepts that will ensure a reliable and seamless customer rebill journey.