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.