Manager, Retention Marketing

Manager, Retention Marketing

About the Role

We are seeking an experienced Retention Manager to lead and execute strategies that drive customer retention and loyalty. The ideal candidate will have a strong background in retention marketing and experience managing and growing teams. This role will oversee a team of 2 direct reports and will play a key part in driving business growth through the development of retention programs and initiatives.

Responsibilities

CRM & Lifecycle Marketing

• Own the end-to-end customer journey across email and SMS; from onboarding to re-engagement.
• Develop segmentation strategies and personalized content to optimize retention, frequency, and reactivation.
• Partner with analytics to continuously test, measure, and improve lifecycle campaigns.

Loyalty Program Management

• Lead strategy and execution of our loyalty program to increase repeat rate and customer affinity.
• Define key metrics for loyalty tiers, rewards, and engagement tactics.
• Collaborate with brand and creative teams to build compelling loyalty experiences.

Subscription Program Oversight

• Manage the health of our subscription program, including churn reduction, upsell strategies, and value communication.
• Partner cross-functionally with operations, CX, and product to improve subscription features and customer experience.
• Develop campaigns to drive enrollment, retention, and win-back of lapsed subscribers.

Leadership & Cross-Functional Collaboration

• Lead a team of 2 direct reports, providing guidance, support, and growth opportunities to ensure high team performance and achievement of business goals.
• Work closely with Product, Analytics, Paid Media, and CX to ensure consistent messaging and seamless customer experience.
• Partner with the Creative team to develop assets that drive conversion and engagement.

Qualifications

• 4–6+ years of experience in CRM, retention marketing, or customer lifecycle roles.
• Experience managing loyalty and/or subscription programs is a strong plus.
• Strong analytical skills and familiarity with CRM platforms (e.g., Klaviyo, Salesforce, Braze, Iterable).
• Deep understanding of customer segmentation, testing frameworks, and A/B experimentation.
• Excellent project management skills; able to drive cross-functional initiatives from ideation to execution.
• Passion for customer experience and a test-and-learn mindset.
• Experience in CPG, DTC, wellness or subscription-based business models is preferred
• Working knowledge of SQL or BI tools (e.g., Looker, Tableau).
• Experience integrating loyalty/retention insights into paid media strategies.
• Excellent communication and leadership skills.
• Proven experience managing and growing a team.