Retention Marketing Manager

Summary

Join our employee-owned company as a Retention Marketing Manager and develop, execute, and optimize data-informed strategies to enhance customer experience, boost lifetime value, and minimize churn. You will be responsible for driving incremental sales from existing customers, unifying retention strategies across various channels, and identifying new opportunities to foster customer loyalty. This role involves close collaboration with data analytics, cross-functional teams, and the creative team to refine messaging and optimize content. The position requires a deep understanding of customer needs and a data-driven approach to testing and improvement. The ideal candidate will have significant experience in online marketing, customer retention, and CRM, along with strong analytical and communication skills. This remote position offers a competitive salary and a comprehensive benefits package.

Requirements

• 5 years of online marketing experience heavily focused on customer retention, ideally in an e-commerce digital first brand in a fast growth environment and at scale
• 3 years of CRM, subscription or loyalty program experience
• Bachelor’s degree in marketing or related field

Responsibilities

• Create, execute, and continually optimize a data-informed testing plan to improve customer touch points, drive lifetime value, and maximize conversion rate
• Partner with data and analytics to identify leading drivers for retention to build and implement appropriate programs
• Forecast, measure, and report on results of retention efforts against identified metrics and opportunities for scale
• Assist in scaling successful retention tactics and winning tests across brands
• Maximize customer account and subscription opt-ins through testing and optimizing websites, customer account dashboards and email flows
• Identify unique customer segments to message in partnership with the email and SMS team. Help drive segmentation strategy across brands
• Partner with cross-functional leaders to grow the company subscription membership program, drive LTV, and reduce churns/cancels
• Collaborate with the creative team to develop a deep understanding of what resonates with customers and optimize content/messaging accordingly
• Deeply understand the customer, their needs, wants, demands, and desires

Preferred Qualifications

• Analytical, quantitative and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environments and desire to test and learn
• Successfully tested into and launched retention efforts at scale
• Both 'direct response' and branded campaign experience and have driven meaningful results
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment
• Content strategy experience managing large teams across digital, email, phone and in-box marketing
• Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate and teach by example
• Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision-making skills
• Thoughtful and self-reflective, willingness to learn. Team-player, hard-working, and resourceful
• Demonstrated success in back-end marketing, with the ability to be self-directed, and intrinsically motivated
• Extremely detail oriented and able to take initiative to get questions answered
• Expertise in quantitative and qualitative customer research, analytical tools and platforms
• Significant experience with A/B testing
• 2 years within one company focusing on the customer journey
• 1 year driving product or service subscriptions while minimizing refunds/cancellations

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date
• We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being
• Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career
• Tuition reimbursement program , which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs , where your hard work is not only valued but also acknowledged and rewarded
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees
• For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym
• Virtual and in-person company events , like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance