Lifecycle Manager-Health & Wellness

Summary

Join Stingray Direct, a fast-paced, direct-to-consumer company, as their Lifecycle Manager and own the development and management of their loyalty and rewards program. You will develop and execute multi-channel automation workflows, optimize customer retention and lifetime value (LTV), and build a comprehensive loyalty program. Responsibilities include analyzing customer behavior data, creating personalized messaging, and collaborating with cross-functional teams. The ideal candidate possesses 3-5 years of experience in lifecycle marketing, loyalty programs, and product review management, along with strong analytical and communication skills. This remote position offers a competitive salary, benefits, and professional development opportunities.

Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field
• 3-5 years of hands-on experience developing and managing email/SMS lifecycle automated campaigns driving retention, subscriptions, and lifetime value rates
• 3-5 years developing and managing loyalty and rewards programs for an e-commerce company, ideally in the health, wellness, beauty, or similar industry
• 3-5 years managing a product review platform such as Okendo, Yotpo, or similar
• Strong analytical skills with experience using Google Analytics, Excel, and/or BI tools like Power BI
• Excels at analyzing data into clear, actionable insights and plans that meet organizational goals and timelines
• Deep understanding of customer segmentation, personalization, and behavioral targeting
• Exceptional written and verbal communication skills, must be able to collaborate cross-functionally and gain buy-in through a data-centric approach
• Excellent organizational skills and ability to manage multiple projects and deliverables simultaneously in a fast-paced, dynamic environment
• Must be comfortable building datacentric reports and presentations and presenting in a concise manner to both large and small groups regularly

Responsibilities

• Develop sophisticated multi-channel automation workflows for onboarding, retention, product review acquisition, and re-engagement campaigns
• Create personalized messaging sequences based on customer segments, behaviors, and lifecycle stages
• A/B test subject lines, content, timing, pricing/discounts, and cadence to optimize open, unsubscribe, and click-through rates, product review acquisition, and overall conversion performance
• Build and manage campaign flows for onboarding, replenishment, upsell, loyalty, win-back, product review acquisition and re-engagement
• Stay current on lifecycle marketing trends, privacy regulations, customer behavior insights, and platform updates
• Ensure all campaigns comply with FTC regulations, TCPA, CAN-SPAM, and other relevant marketing laws
• Develop and execute comprehensive retention strategies to reduce churn and maximize customer lifetime value
• Analyze customer behavior data to identify at-risk segments and implement targeted intervention campaigns
• Create and optimize customer journey maps to eliminate friction points and enhance the overall experience throughout the subscription lifecycle
• Design and implement strategies to drive subscription acquisition, upsells, and renewals
• Manage pricing experiments and promotional campaigns to optimize conversion rates
• Collaborate with product and marketing teams to develop compelling subscription offers, branded merchandise, and packaging strategies that align with customer needs and business objectives
• Build, launch, and continuously optimize a comprehensive loyalty and rewards program that drives customer retention, lifetime value (LTV), average order value (AOV), subscriptions, and overall repeat purchases
• Define program structure, point systems, reward tiers, and redemption mechanisms
• Monitor program performance metrics and iterate based on customer feedback and behavioral data to optimize participation and maximize the impact on retention
• Partner with the design team to ensure the program is visually compelling and representative of the brand book and style guide
• Develop and execute a comprehensive product review acquisition strategy across multiple touchpoints in the customer journey
• Implement and maintain review widgets and processes to promote the acquisition of 5-star product reviews and integrate acquisition points across digital and social environments, as well as email and SMS campaigns
• Design automated review request campaigns that optimize timing based on purchase patterns, delivery confirmations, and customer satisfaction indicators
• Review response and reputation management and partner with the Customer Experience Team to establish protocols and templates for timely and professional responses to both positive and negative reviews
• Collaborate with marketing and e-commerce teams to strategically incorporate positive customer reviews and ratings into product pages, email campaigns, and advertising materials, creating systems to amplify positive reviews across marketing channels
• Conduct A/B tests on product review request timing, messaging, and incentive structures to optimize program performance
• Establish industry benchmarks and organizational KPIs, along with their applicable tracking mechanisms, for all lifecycle initiatives such as LTV, churn rate, repeat purchase rate, and CVR
• Regularly analyze and report on cohort data, retention curves, and revenue impact in weekly, monthly, and quarterly meetings
• Create detailed reporting dashboards and present insights to stakeholders
• Analyze product review content for product insights and feedback that can inform product development and customer experience improvements
• Track key product review metrics, like review velocity, average ratings, response rates, and impact on conversion rates, and transform them into actionable insights and plans
• Partner with product development, paid media, customer experience, operational, and marketing teams to align lifecycle initiatives with broader business goals
• Collaborate with the design team to develop effective written and visual communications to power both campaign automations and the Loyalty and Rewards Program
• Partner with the Customer Experience Team to monitor product review performance and develop systems to drive efficiencies and five-star product review acquisitions
• Work closely with the BI team to ensure proper tracking implementation and access to necessary customer insights and behaviors

Preferred Qualifications

• Experience with Klaviyo, Shopify and Recharge is a big plus
• Experience with Okendo, Yotpo, or similar is a big plus
• 1-2 years of experience managing people/team is a plus

Benefits

• Competitive Salary: $120,000 - $140,000
• Fully remote working position
• Paid time off (PTO)
• Paid annual company holidays
• Your Birthday is a paid vacation day each year
• 100% Company paid base plan Medical, Dental, and Vision Insurance
• 100% Company paid base plan Life Insurance and Short-Term Disability Coverage
• Employer matching 401K participation
• We match your charitable contributions up to $2,500/year
• Work from home (WFH) stipend of $100/month
• Free monthly employee product samples and discounts
• Fun company social and team-building gatherings with travel provided
• Work/life balance
• Professional development opportunities
• Collaborative and innovative work environment