Retention and Lifecycle Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of the complete lifecycle marketing strategy and roadmap, encompassing email, SMS, subscription, loyalty, post-purchase journeys, and more.

• Establish KPIs, monitor performance, extract insights, conduct effective testing, make recommendations, and achieve measurable performance enhancements.

• Recognize critical gaps and opportunities for improvement, and create the initiative roadmap accordingly.

• Effectively prioritize goals and initiatives to concentrate on the most impactful opportunities.

• Ensure that initiatives and outcomes are in alignment with the broader company objectives and targets.

• Craft a powerful Email/SMS strategy that includes KPIs, goals, and priorities.

• Define a comprehensive customer communication strategy, covering areas such as onboarding, retention, replenishment, upselling/cross-selling, win-back, re-engagement, cart abandonment, and reminders.

• Oversee the Email and SMS team to ensure high-quality campaign and flow development and execution in Klaviyo.

• Create segments and design personalized journeys that yield incremental performance improvements.

• Leverage data-driven insights to enhance performance and effectively communicate key insights, results, and priorities to the leadership team.

• Collaborate effectively with Brand and Creative teams to produce high-quality briefs and outputs that align with both performance and brand objectives.

• Actively monitor market best practices, emerging AI capabilities & tools, and industry trends to deliver top-notch outcomes.

• Balance promotional, educational, product-focused, and lifecycle messaging to boost revenue while maintaining customer trust.

• Optimize workflows, briefing, reporting, QA, and lifecycle operations for speed, accuracy, and scalability.

• Formulate a high-impact strategy for subscription, loyalty, and post-purchase initiatives to drive effective financial and customer outcomes.

• Manage the retention team for CRM execution on subscription touchpoints, including subscriber messaging, add-ons, cancellation prevention, churn reduction, and retention efforts.

• Support loyalty and rewards communications, encourage repeat purchases, facilitate customer education, and explore win-back opportunities.

• Develop product-specific educational journeys that reinforce product value, usage, routines, and reasons for continued engagement.

• Create segmentation and A/B testing strategies across various audiences, subject lines, sending times, offers, creative elements, messaging, and automated journeys.

• Analyze weekly performance metrics across email, SMS, automated flows, subscription touchpoints, and lifecycle campaigns.

• Monitor key metrics such as revenue, conversion rates, click rates, open rates, unsubscribe rates, repeat purchases, subscription conversions, churn signals, deliverability, and lifetime value (LTV).

• Establish an effective measurement and incrementality testing capability, working closely with acquisition teams to ensure full-funnel alignment.

• Collaborate with Analytics and Finance to link CRM activities to customer behavior, retention outcomes, revenue, and overall business performance.

• Lead the customer support team to achieve overarching customer and business goals, including marketing and operational priorities.

• Create an AI-enabled function that balances customer outcomes, compliance requirements, and business priorities in a meaningful and cost-effective way.

⛳️ Requirements

• A minimum of 5 years of experience in CRM, retention marketing, lifecycle marketing, email/SMS marketing, customer engagement, or similar e-commerce marketing roles.

• Demonstrated success in managing multi-channel lifecycle programs.

• Strong expertise in segmentation, personalization, A/B testing, customer journeys, and retention analytics.

• Experience with subscription, loyalty, or repeat-purchase business models.

• Familiarity with CRM and customer engagement tools including ESPs, SMS platforms, subscription tools, referral/loyalty platforms, e-commerce systems, and reporting tools.

• Proven experience in managing campaign calendars, creative briefs, QA processes, launch timelines, and post-campaign analyses.

• Exceptional attention to detail, ensuring that customer-facing communications are polished, accurate, compliant, and aligned with brand standards.

• Ability to operate both strategically and tactically in a lean, fast-paced environment.

• Experience in CPG, supplements, wellness, health, beauty, or DTC e-commerce sectors.

• Experience in people management or team leadership.

🏝️ Benefits

• Comprehensive Health Benefits

• Generous Paid Time Off and Holidays

• Paid Parental Leave (primary & non-primary)

• Short-term and Long-term disability

• 401K + Match

• ClassPass membership

• Flexible working options

• Team Events

• Product Discounts