Manager, Retention Marketing

About the Role

Key Responsibilities

• 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 the 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 the subscription program, including churn reduction, upsell strategies, and value communication.
• Partner cross-functionally with operations, support, and product teams to improve subscription and 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.

Requirements

• 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.
• Experience managing and growing a team, including leading a team of 2 direct reports.
• Excellent project management skills; able to drive cross-functional initiatives from ideation to execution.
• Strong analytical skills and familiarity with CRM platforms (e.g., Salesforce, Klaviyo).
• Knowledge of analytics tools such as GA4, Tableau, Looker.
• Excellent communication and leadership skills.
• Preferred experience in loyalty and/or subscription programs, and in CPG, DTC, wellness, or subscription-based business models.

Nice to Have

• Experience managing loyalty and/or subscription programs.
• Experience in CPG, DTC, wellness or subscription-based business models.
• Working knowledge of analytics tools such as GA4, Tableau, Looker.