Retention Marketing Manager - Email & SMS Marketing

About the Role

Key Responsibilities

• Develop and own the strategic roadmap and execution of retention marketing for email, SMS, and push channels.
• Build and implement a comprehensive marketing plan focused on improving customer engagement, driving repeat visits, and nurturing guest relationships.
• Segment audiences to deliver targeted, personalized messages that drive engagement and conversion.
• Leverage analytics to identify, size, and prioritize opportunities for high-impact outcomes across the guest lifecycle.
• Own end-to-end campaign workflows, including creative development, testing, QA, scheduling, and rollout.
• Design and execute A/B tests to optimize copy, creative, and segmentation strategies while minimizing unsubscribe, opt-out, or churn.
• Oversee creative strategy from written content to design, ensuring creative is engaging and on brand.
• Craft compelling, concise content reflecting Viva's brand voice for transactional and promotional messages.
• Collaborate with in-house teams to craft personalized customer journeys.
• Create content calendars for campaigns to complement evergreen automations, journeys, and flows.
• Understand business intelligence techniques such as attribution, conversion tracking, and measurement.

Requirements

• 5-7 years of experience in Email and SMS marketing, preferably at top agencies or in-house roles within wellness, beauty, hospitality, or lifestyle brands.
• Proven success in developing and implementing high-impact Email & SMS campaigns.
• Experience building and optimizing complex flows/journeys.
• Data-driven mindset with ability to analyze data in Excel or other tools for audience identification and opportunity sizing.
• Deep understanding of core retention channels including email headers, responsive HTML/CSS, deliverability, opt-in/out, flow & automation building.
• Expert proficiency with email & SMS marketing platforms such as Mailchimp, Klaviyo, or equivalents.
• Excellent organizational and prioritization skills.
• Exceptional written and verbal communication skills with strong attention to detail.

Nice to Have

• Experience with other performance marketing channels such as SEO and Paid Social.
• Dashboarding, Data Science, and Business Intelligence skills (e.g., PowerBI, Tableau).
• Experience working with e-commerce platforms like Shopify or WooCommerce.

Qualifications

• Formal educational qualifications are not explicitly specified, but extensive experience in email and SMS marketing is required.

Benefits & Perks

• Among the highest pay in the industry with incentive & bonus potential.
• Health, Dental, and Vision benefits at 30 hours per week.
• STD, LTD, Life & AD&D insurance.
• 3 weeks PTO at 30 hours per week.
• Matching 401k plan (for qualified employment).
• Paid Parental Leave.
• Deep discounts on services and retail.
• CEU Allowance after 6 months of employment.
• Ongoing training and growth opportunities.