Sr. Manager, Customer Retention & Lifecycle Marketing

Position OverviewThe Manager of Customer Retention & Lifecycle Marketing will own the full customer journey post-acquisition, driving customer loyalty, retention, and lifetime value (LTV) across our multi-brand eCommerce stores. This role combines strategic oversight of customer experience with hands-on execution of lifecycle marketing campaigns, managing all aspects from loyalty programs to personalized communications through email, SMS, and direct mail channels.Key ResponsibilitiesStrategic LeadershipDevelop and implement comprehensive customer retention strategies focusing on increasing LTV, reducing churn, and improving overall customer engagementArchitect and manage loyalty program strategies that drive customer retention and repeat purchases across brandsLead CX initiatives to enhance the overall customer experience across digital and physical touchpointsOwn key metrics including customer retention rates, LTV, NPS, and return ratesLifecycle Marketing Execution & Campaign ManagementOwn end-to-end execution of all lifecycle marketing campaigns across email, SMS, and direct mail channels: Brief development and campaign planning Asset collection and QA Template building and testing Link verification and tracking setup Final deployment and performance monitoringBuild and manage sophisticated email and SMS automations using Klaviyo and PostScript, including: Segment customer lists using Lexer CDP to drive personalized communications Optimize campaigns through A/B testing of subject lines, copy, timing, and CTAs Ensure deliverability, accessibility, and mobile responsiveness across all communicationsCustomer Experience & Program ManagementOversee post-purchase feedback loops and customer insights collectionCollaborate with product and customer service teams to address pain pointsManage "replace not refund" initiatives to maintain return rates below 12%Drive continuous improvement in customer journey and satisfaction metricsDevelop and deploy branded app CX enhancementsAnalytics & ReportingLeverage Lexer CDP to inform retention strategies through segmentation and behavior analysisMonitor and analyze KPIs including: Email and SMS performance metricsLoyalty program engagementCustomer profitability by segmentReturn rates and NPS scoresProvide regular performance reports to senior leadership with actionable insightsRequired Skills & QualificationsAdvanced proficiency in: Klaviyo (email marketing automation)PostScript or Yotpo SMSLexer CDP or similar platformsGoogle AnalyticsShopify PlusStrong understanding of email deliverability and SMS compliance requirementsExcellent project management abilitiesStrong cross-functional collaboration skillsAbility to work autonomously while managing multiple prioritiesDeep understanding of eCommerce customer behavior and retention strategiesExperience & EducationBachelor's degree in Marketing, Business, or related field5+ years of experience in eCommerce retention marketing or customer experience managementProven success managing lifecycle marketing for multiple brandsExperience building and optimizing loyalty programsStrong analytical and data interpretation skillsPhysical RequirementsSeeing: Must be able to see well enough to read reports.Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products.Lifting/Pulling/Pushing: Must be able to lift up to 10 pounds.Fingering/Grasping/Feeling: Must be able to type and use technical sources.The company provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. The Company takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Created: 2025-02-04