Retention Manager

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Oversee the daily execution of campaigns and flows via email and SMS.

• Create and manage the retention calendar in alignment with promotions, product launches, and seasonal events.

• Develop, quality assure, and deploy campaigns from start to finish, including audience selection, link management, UTM tracking, scheduling, and final verifications.

• Maintain operational cleanliness in campaigns, flows, and reporting infrastructure as the program scales.

• Construct and manage flows with clear logic, dependable triggers, and organized conditional paths.

• Develop segments based on actual customer behavior, lifecycle stages, purchase history, and engagement levels.

• Comprehend the underlying data sufficiently to ascertain whether a trigger, segment, or conditional split is functioning as intended.

• Identify areas for enhancing customer journeys, minimizing overlaps, and maximizing revenue impact.

• Design and implement a continuous testing roadmap for messaging, offers, creative, segments, send timings, flow steps, and customer journey logic.

• Create tests with definitive hypotheses, success criteria, and sufficient rigor to differentiate genuine signals from noise.

• Extract, reconcile, and interpret performance data from relevant systems.

• Translate findings into clear recommendations and documented insights for team collaboration.

• Review copy and creative work with a keen eye focused on conversion.

• Understand hooks, angles, objections, urgency, positioning, and customer psychology.

• Enhance AI-generated or draft copy into polished final versions.

• Provide clear briefs to copy and creative partners with necessary context to excel in their work.

• Monitor campaigns through the stages of planning, building, reviewing, quality assurance, and launching.

• Anticipate potential bottlenecks and resolve them swiftly.

• Keep stakeholders informed about timelines, priorities, changes, and decisions.

• Stay engaged with acquisition strategies, landing pages, offers, customer feedback, and the overall purchase journey to ensure retention strategy reflects the complete customer experience.

• Utilize AI daily as a multiplier for thinking, execution, analysis, and workflow enhancement.

• Develop prompt chains, structured outputs, lightweight automations, and repeatable systems to minimize manual labor.

• Critically assess AI outputs instead of accepting them at face value.

• Continuously broaden your AI toolkit and bring forward useful new methodologies to the team.

⛳️ Requirements

• 3+ years of practical experience managing email and SMS programs in an ecommerce or DTC setting.

• Strong grasp of lifecycle marketing, flow logic, segmentation, and customer behavior.

• Proven experience with A/B testing, including a clear perspective on test design, interpretation, and understanding when results are significant.

• Extensive working knowledge of a leading email/SMS platform.

• Comfort with numbers, extracting data from various sources, and converting performance metrics into actionable insights.

• Familiarity with deliverability, list hygiene, suppression management, TCPA, CAN-SPAM, and platform compliance.

• Daily active use of AI beyond basic chat functionality, including structured prompts, custom workflows, analysis, or lightweight automation.

• Strong editorial judgment and instincts for direct response.

• Excellent project management and organizational skills.

• Clear and effective written and verbal communication.

• High level of ownership, strong follow-through, and the ability to maintain high output without compromising quality.

• Comfort in a fast-paced environment where priorities may shift and standards are high.

🏝️ Benefits

• Competitive base salary along with a performance-based bonus structure.

• Fully remote position - work from anywhere in the US, Canada, or Europe.

• Paid time off.

• Flex days - enjoy an additional quarterly day off to relax and recharge whenever you wish.

• Comprehensive medical insurance coverage, including health, dental, and vision for US-based employees.

• Ownership and autonomy - empowered to build and implement strategy.

• Opportunities for professional development and growth alongside the business.