Retention Senior Manager

Summary

Join Trafilea as their Retention Sr. Manager – Beauty Brands and lead the charge in transforming one-time shoppers into lifelong fans of Revel Beauty and The Spa Dr. You will develop and execute comprehensive retention strategies, leveraging data-driven insights to optimize subscription growth, reduce churn, and boost customer lifetime value. This role requires expertise in customer segmentation, lifecycle marketing, and AI-driven personalization. You will manage and optimize loyalty programs, collaborate with cross-functional teams, and mentor a team of retention specialists. The ideal candidate possesses a strong analytical background, proven experience in subscription-based business models, and a passion for the beauty industry. This is an opportunity to make a lasting impact and redefine retention in the beauty sector.

Requirements

• Bachelor's degree in Marketing, Business, Data Science, or related fields; Master’s degree is a plus
• Minimum of 7 years of proven experience in customer retention management, with a strong focus on subscription-based business models and e-commerce
• Demonstrated success in building, optimizing, and scaling subscription programs to drive customer retention, reduce churn, and maximize lifetime value
• Solid expertise in customer segmentation, lifecycle marketing, loyalty programs, and AI-driven personalization, specifically applied to subscription audiences
• Strong analytical skills with the ability to interpret complex customer data, subscription metrics (churn rate, LTV, cohorts), and design data-driven retention strategies
• Advanced proficiency in CRM and marketing platforms such as Klaviyo, Salesforce, Looker, and familiarity with subscription management tools
• Proven leadership experience managing cross-functional teams (marketing, creative, data, product) to deliver high-impact retention and subscription initiatives
• Outstanding project management and organizational skills; able to lead multiple initiatives in a fast-paced, digital-first environment
• Strategic and creative thinker, constantly looking for ways to improve subscription engagement, reduce cancellations, and enhance customer experience

Responsibilities

• Develop and execute a comprehensive retention strategy tailored to Revel Beauty and The Spa Dr's subscription and e-commerce models
• Identify retention opportunities by analyzing customer data, market trends, and competitor insights
• Align retention initiatives with each brand’s unique identity and overall business objectives
• Leverage customer segmentation to design hyper-personalized campaigns, product recommendations, and engagement plans
• Develop targeted strategies for different customer cohorts to enhance the subscription experience and build loyalty
• Continuously refine and improve personalization efforts based on customer feedback and behavior
• Analyze the customer lifecycle within the subscription models to identify improvement opportunities for onboarding, engagement, and renewal processes
• Design strategies to increase subscription conversion rates and maximize lifetime value
• Collaborate with product and marketing teams to test subscription offers, pricing, and incentives
• Monitor subscription churn drivers and design proactive initiatives to mitigate risks
• Conduct surveys, analyze feedback, and utilize predictive models to anticipate and address customer dissatisfaction
• Design reactivation campaigns to win back lapsed subscribers
• Manage and optimize loyalty programs tailored to the beauty audience, ensuring measurable value for subscribers
• Introduce innovative benefits and rewards that resonate with beauty customers to increase engagement and advocacy
• Work closely with marketing, product, and customer service teams to ensure a cohesive customer journey across all touchpoints
• Provide actionable insights to product teams to improve subscription offerings and customer satisfaction
• Utilize advanced analytics tools, AI models, and CRM systems to track and improve key retention metrics
• Prepare detailed reports and insights on subscription performance and retention strategies for senior leadership
• Mentor and guide a team of retention specialists, fostering a culture of innovation, collaboration, and continuous learning
• Encourage the adoption of AI-driven tools and methodologies within the team

Preferred Qualifications

Deep understanding of beauty industry trends and consumer behavior is a plus, particularly in relation to subscription products and customer loyalty