Manager, Retention Marketing
About the Role We are seeking an experienced Retention Manager to lead and execute strategies that drive customer retention and loyalty. The ideal candidate will have a strong background in retention marketing and experience managing and growing teams. This role will oversee a team of 2 direct reports and will play a key part in driving business growth through the development of retention programs and initiatives.
Responsibilities CRM & Lifecycle Marketing
- Own the end-to-end customer journey across email and SMS; from onboarding to re-engagement.
- Develop segmentation strategies and personalized content to optimize retention, frequency, and reactivation.
- Partner with analytics to continuously test, measure, and improve lifecycle campaigns.
Loyalty Program Management
- 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.
Subscription Program Oversight
- Manage the health of our subscription program, including churn reduction, upsell strategies, and value communication.
- Partner cross-functionally with operations, CX, and product to improve subscription features and customer experience.
- Develop campaigns to drive enrollment, retention, and win-back of lapsed subscribers.
Leadership & Cross-Functional Collaboration
- Lead a team of 2 direct reports, providing guidance, support, and growth opportunities to ensure high team performance and achievement of business goals.
- Work closely with Product, Analytics, Paid Media, and CX to ensure consistent messaging and seamless customer experience.
- Partner with the Creative team to develop assets that drive conversion and engagement.
Qualifications - 46+ years of experience in CRM, retention marketing, or customer lifecycle roles.
- Experience managing loyalty and/or subscription programs is a strong plus.
- Strong analytical skills and familiarity with CRM platforms (e.g., Klaviyo, Salesforce, Braze, Iterable).
- Deep understanding of customer segmentation, testing frameworks, and A/B experimentation.
- Excellent project management skills; able to drive cross-functional initiatives from ideation to execution.
- Passion for customer experience and a test-and-learn mindset.
- Experience in CPG, DTC, wellness or subscription-based business models is preferred
- Working knowledge of SQL or BI tools (e.g., Looker, Tableau).
- Experience integrating loyalty/retention insights into paid media strategies.
- Excellent communication and leadership skills.
- Proven experience managing and growing a team.
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