Retention Manager

Summary

Join Trafilea as their Retention Manager – Subscriptions (Apparel) and lead strategic retention initiatives across multiple subscription programs. You will be responsible for maximizing LTV, reducing churn, and improving repurchase rates by leveraging data-driven experimentation, automation, and lifecycle marketing across various channels. This role requires a proven track record in managing customer retention strategies within subscription-based business models, strong leadership skills, and expertise in CRM and marketing platforms. You will work cross-functionally with various teams to optimize subscription performance and drive sustainable revenue growth. The ideal candidate is a hands-on leader who thrives in fast-paced environments and is passionate about continuous improvement. This is a remote position.

Requirements

• 5+ Years of Experience in CRM, Retention & Subscription Programs: Solid background in managing customer retention strategies, with proven experience in subscription-based business models (mandatory)
• Deep Knowledge of Customer Segments & Direct Marketing: Skilled in analyzing customer behavior and leading targeted retention initiatives
• Hands-on Expertise in CRM & Marketing Platforms: Strong experience managing Own Channels (E-mail, SMS) campaigns; experience with Push Notifications is a plus
• Proven Leadership Experience: Previous experience leading squads or multidisciplinary teams, driving subscription growth and retention
• Bachelor’s Degree in Relevant Field: Business, Marketing, Analytics, or related studies
• Empathy & Growth Mindset: Open-minded, empathetic professional, passionate about continuous improvement and personal/professional growth
• Strong Communication & Listening Skills: High active listening ability, with strong interpersonal skills to manage teams, stakeholders, and conflict resolution
• Detail-Oriented & Reliable: Committed to high-quality execution, with excellent follow-through and organizational discipline
• Time Management & Flexibility: Able to prioritize effectively, adapt to dynamic environments, and ensure timely delivery of results
• Language & Technical Skills: Advanced English proficiency (oral and written) is mandatory; Spanish and knowledge of Data Science, SQL, or analytics tools are a strong plus

Responsibilities

• Measure and Track Subscription Cohort Metrics: Monitor key indicators such as Activation Rate, Churn Rate, Net Collection Rate, LTV, Survival Rates, AOV, Repurchase Rates, Trial Conversion Rate, and % of orders with subscription across all programs
• Weekly Reporting and Analysis: Prepare and deliver weekly performance reports by program, covering revenue, profit, repurchase rates, customer growth, and channel metrics (CTR, CVR, Unsubscription Rate), highlighting blockers and improvement areas
• Daily & Weekly Operational Cadence: Participate in daily and weekly team rituals, reporting on priorities, results, channel performance, and potential blockers
• Strategic Planning & Roadmapping: Define strategic maps for each subscription program, setting quarterly goals and building a detailed roadmap of initiatives, deadlines, and accountable owners
• Customer Segmentation & Prioritization: Analyze customer clusters and RFM segments to map opportunities, define priority matrices per segment, and identify key behavioral patterns influencing retention
• Testing Calendar & Channel Management: Lead the testing roadmap for subscription programs across Paid Media, E-mail, SMS, and Push channels to optimize performance and retention
• Tech Stack & Website Optimization: Identify and manage website and tech development needs related to subscription performance, collaborating with IT to prioritize and execute backlog items
• Data & Dashboard Optimization: Conduct weekly reviews with Data & BI teams to refine subscription dashboards, ensuring accurate tracking of all cohort and channel metrics
• Customer Communication & Lifecycle Management: Oversee the subscription communication calendar, managing creative production, segmentation, copywriting, and ensuring alignment with overall brand strategy and lifecycle moments
• Subscription Tribe Leadership: Represent Retention within the Subscription Tribe, coordinating with squads (e.g., SHM Club, Autoship) to ensure subscription strategy execution, reporting key metrics, and driving continuous improvement in customer retention and loyalty programs

Preferred Qualifications

• Experience with Push Notifications
• Spanish
• Knowledge of Data Science, SQL, or analytics tools