ByHeart
Role Description:
We are seeking a strategic and data-driven Senior Manager, Retention to manage ByHeart’s lifecycle, retention, and email/SMS marketing program. This role will be responsible for driving customer retention, maximizing engagement, and growing LTV. The ideal candidate is both a strategic thinker and a hands-on operator with deep expertise in CRM marketing, customer segmentation, and platform optimizations.
Reports To : Senior Director, Retention, Lifecycle & CRM
Location :
Hybrid, New York, NY Start Date : ASAP Key Responsibilities Retention Strategy & Lifecycle Marketing Manage all lifecycle marketing programs, including welcome journeys, retention, replenishment, and transactional emails, ensuring a seamless customer journey. Develop and execute retention strategies that nurture customers from acquisition through long term subscriber retention. Identify opportunities to enhance retention and drive repeat purchase behavior Partner with cross-functional teams (Product, Analytics, Growth, Creative) to develop strategies that drive incremental revenue and increase customer LTV. Email & SMS Campaign Execution Lead the planning, sequencing, and execution of all email and SMS marketing campaigns (lead nurture, triggered messages, broadcast sends) ensuring best-in-class creative, segmentation, and personalization. Continuously optimize email and SMS flows and develop and execute A/B and multivariate testing strategies to refine messaging, timing, and creative performance. Analytics & Performance Optimization Own retention channel performance, setting and tracking KPIs Leverage analytics to measure the effectiveness of campaigns, customer segments, and lifecycle touchpoints, providing actionable insights. Create and present regular performance reports to leadership, making strategic recommendations based on key trends and findings. Retention Tech & Platform Optimization Manage and optimize ByHeart’s retention marketing stack, including ESP and SMS platforms. Identify and implement new automation opportunities and platforms to improve efficiency and campaign effectiveness. The Ideal Candidate Has: Strategic Retention Expertise: Deep experience in customer lifecycle management, with a strong understanding of segmentation, personalization, and automation. Analytical & Data-Driven Mindset: Proven ability to interpret data, develop insights, and take a test-and-learn approach to optimization. Experience in High-Growth Startups: Able work in a fast-paced, rapidly scaling organization and adapt to evolving needs. Retention Platform Expertise: Hands-on experience evaluating, implementing, and optimizing retention and engagement tools. Experience with email capture for acquisition growth Technical Proficiency: Hands-on experience managing email and SMS platforms, with a strong understanding of integrations and automation and through QA skills. E-commerce & Subscription Experience: Strong preference for candidates with experience in high-growth DTC, e-commerce, or subscription businesses. Leadership & Collaboration Skills: Ability to influence and work cross-functionally with teams including Growth, Creative, Product, and Data. Customer-Centric Approach: Passion for understanding customer needs and behaviors, using insights to craft impactful retention strategies. Qualifications 5-7 years of experience in retention, lifecycle, or CRM marketing, with a track record of driving customer LTV and retention improvements. Hands-on experience with Klaviyo and leading SMS platforms Proven track record of growing retention program Exceptional organizational skills with the ability to manage and execute multiple initiatives simultaneously. Strong written communication skills and obsessively detail oriented. Experience in DTC and subscription business is a plus.
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Hybrid, New York, NY Start Date : ASAP Key Responsibilities Retention Strategy & Lifecycle Marketing Manage all lifecycle marketing programs, including welcome journeys, retention, replenishment, and transactional emails, ensuring a seamless customer journey. Develop and execute retention strategies that nurture customers from acquisition through long term subscriber retention. Identify opportunities to enhance retention and drive repeat purchase behavior Partner with cross-functional teams (Product, Analytics, Growth, Creative) to develop strategies that drive incremental revenue and increase customer LTV. Email & SMS Campaign Execution Lead the planning, sequencing, and execution of all email and SMS marketing campaigns (lead nurture, triggered messages, broadcast sends) ensuring best-in-class creative, segmentation, and personalization. Continuously optimize email and SMS flows and develop and execute A/B and multivariate testing strategies to refine messaging, timing, and creative performance. Analytics & Performance Optimization Own retention channel performance, setting and tracking KPIs Leverage analytics to measure the effectiveness of campaigns, customer segments, and lifecycle touchpoints, providing actionable insights. Create and present regular performance reports to leadership, making strategic recommendations based on key trends and findings. Retention Tech & Platform Optimization Manage and optimize ByHeart’s retention marketing stack, including ESP and SMS platforms. Identify and implement new automation opportunities and platforms to improve efficiency and campaign effectiveness. The Ideal Candidate Has: Strategic Retention Expertise: Deep experience in customer lifecycle management, with a strong understanding of segmentation, personalization, and automation. Analytical & Data-Driven Mindset: Proven ability to interpret data, develop insights, and take a test-and-learn approach to optimization. Experience in High-Growth Startups: Able work in a fast-paced, rapidly scaling organization and adapt to evolving needs. Retention Platform Expertise: Hands-on experience evaluating, implementing, and optimizing retention and engagement tools. Experience with email capture for acquisition growth Technical Proficiency: Hands-on experience managing email and SMS platforms, with a strong understanding of integrations and automation and through QA skills. E-commerce & Subscription Experience: Strong preference for candidates with experience in high-growth DTC, e-commerce, or subscription businesses. Leadership & Collaboration Skills: Ability to influence and work cross-functionally with teams including Growth, Creative, Product, and Data. Customer-Centric Approach: Passion for understanding customer needs and behaviors, using insights to craft impactful retention strategies. Qualifications 5-7 years of experience in retention, lifecycle, or CRM marketing, with a track record of driving customer LTV and retention improvements. Hands-on experience with Klaviyo and leading SMS platforms Proven track record of growing retention program Exceptional organizational skills with the ability to manage and execute multiple initiatives simultaneously. Strong written communication skills and obsessively detail oriented. Experience in DTC and subscription business is a plus.
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