Job Description
Job Description
We are seeking a data-driven, customer-centric Manager, Retention Marketing to own the customer lifecycle journey across all digital touch points including email, SMS, loyalty, and subscription programs. This role will be critical in driving repeat purchase, increasing customer lifetime value, and enhancing brand loyalty. The ideal candidate combines strategic vision with hands-on execution, thrives in a fast-paced environment, and has a passion for turning insights into high-impact marketing campaigns.
Job Summary and General Duties :
- Own the end-to-end customer journey from onboarding to re-engagement.
Develop segmentation strategies and personalized content to optimize retention, frequency, reactivation, and LTV.
Partner with internal teams to continuously test, measure, and improve lifecycle campaigns.Lead strategy and execution of our loyalty program to increase repeat rate and customer affinity.Define key metrics for loyalty tiers, rewards, and engagement tactics.Collaborate with brand and creative teams to build compelling loyalty experiences.Manage the health of our subscription program, including churn reduction, upsell strategies, and value communication.Partner cross-functionally with team including operations, support, and product to improve subscription / loyalty features and customer experience.Develop campaigns to drive enrollment, retention, and win-back of lapsed subscribers.Work closely with multiple internal teams to ensure consistent messaging and a seamless customer experience.Partner with the Creative team to develop assets that drive conversion and engagement.Attributes :
Passion for customer experience and a test-and-iterate mindset.Excellent communication and leadership skills.Proven experience managing and growing a team.Knowledge and Skills Preferred :
4–6+ years of experience in CRM, retention marketing, or customer lifecycle roles.Proven experience designing and optimizing customer journeys across channels, building strategic customer segments, and executing A / B experiments to improve retention and engagement.Lead a team of 2 direct reports, providing guidance, support, and growth opportunities to ensure high team performance and achievement of business goals.Excellent project management skills; able to drive cross-functional initiatives from ideation to execution.Experience managing loyalty and / or subscription programs is a strong plus.Strong analytical skills and familiarity with CRM platforms (e.g., Salesforce, Klaviyo).Excellent project management skills; able to drive cross-functional initiatives from ideation to execution.Experience in CPG, DTC, wellness or subscription-based business models is preferred.Working knowledge of analytics tools (e.g., GA4, Tableau, Looker).