Retention Marketing Manager

This individual will also play a key role in fostering a collaborative team environment, coaching team members, and implementing innovative approaches to retention. ESSENTIAL FUNCTIONS AND DUTIES Functions and duties of this role include, but not limited to: Develop and implement comprehensive retention strategies to maximize customer lifetime value, focusing on growing recurring revenue, increasing purchase frequency and reducing churn. Lead the analysis of customer data and subscription trends, using insights to identify key drivers of retention and opportunities for growth. Design and optimize customer journeys across various touchpoints, including email, SMS, and loyalty programs to increase 1PD and grow the CRM list. Collaborate with cross-functional teams (e.g., web, brand, creative, customer experience) to improve customer retention and ensure a seamless, personalized customer experience. Manage and monitor retention campaigns, from planning and execution to tracking performance metrics like renewal rates, churn rates, and customer satisfaction scores. Ensure integration of Retention strategy across Acquisition and Web to drive high-value customer acquisition and retention across evergreen campaigns and tentpole moments. Leverage data & experimentation agency to conduct A/B testing for continuous refinement of email and SMS programs, including discounts, product features, and further content personalization. Implement win-back strategies to re-engage lapsed customers and drive reactivations. Automate and optimize upsell and cross-sell flows to increase AOV and LTV. Own the customer loyalty program. Establish retention KPIs and regularly report to leadership. QUALIFICATIONS The successful candidate will have the following qualifications: 5+ years of experience in customer retention or lifecycle marketing within a D2C or subscription-based eCommerce environment. Proven track record in designing and executing retention strategies that drive customer lifetime value and reduce churn. Expertise in customer journey mapping and creating personalized, multi-channel experiences across email, SMS, and loyalty programs. Strong analytical skills. Hands-on experience managing and reporting on KPIs related to customer retention. Experience with CRM (Klaviyo and Attentive) and loyalty program management, with a focus on customer engagement and repeat purchase strategies. Preferred experience with CDP (Segment) platforms. Proficiency in A/B testing and leveraging customer insights. Knowledge of industry trends and best practices in subscription retention, with a continuous improvement mindset to integrate innovative approaches into strategies.