Senior Manager, Retention

Role & Responsibilities:

The Senior Retention Manager will be responsible for driving the vision, strategy, and execution of the company’s retention efforts within its subscription-based eCommerce model. This leader will oversee retention initiatives, ensuring that all customer engagement and loyalty programs align with business goals and enhance customer lifetime value. In this role, the Senior Retention Manager will be accountable for the end-to-end management of retention campaigns, focusing on reducing churn, maximizing LTV, and building customer loyalty. They will partner cross-functionally with web ops, acquisition, marketing, and customer service teams to deliver a seamless, personalized customer experience, leveraging data-driven insights to optimize strategies and achieve measurable results.

This individual will also play a key role in fostering a collaborative team environment, coaching team members, and implementing innovative approaches to retention. They will be responsible for staying up to date on industry trends and integrating best practices to continually improve the customer journey.

Functions and duties of this role include, but not limited to:

• Develop and implement comprehensive retention strategies to maximize customer lifetime value, focusing on growing recurring revenue, increasing purchase frequency and reducing churn.
• Lead the analysis of customer data and subscription trends, using insights to identify key drivers of retention and opportunities for growth.
• Design and optimize customer journeys across various touchpoints, including email, SMS, and loyalty programs to increase 1PD and grow the CRM list.
• Collaborate with cross-functional teams (e.g., web, brand, creative, customer experience) to improve customer retention and ensure a seamless, personalized customer experience.
• Manage and monitor retention campaigns, from planning and execution to tracking performance metrics like renewal rates, churn rates, and customer satisfaction scores.
• Ensure integration of Retention strategy across Acquisition and Web to drive high-value customer acquisition and retention across evergreen campaigns and tentpole moments.
• Leverage data & experimentation agency to conduct A/B testing for continuous refinement of email and SMS programs, including discounts, product features, and further content personalization.
• Implement win-back strategies to re-engage lapsed customers and drive reactivations.
• Automate and optimize upsell and cross-sell flows to increase AOV and LTV.
• Own the customer loyalty program, enhancing its appeal and effectiveness in driving subscriber engagement and repeat purchases.
• Establish retention KPIs and regularly report to leadership on progress, challenges, and strategic initiatives to meet retention goals.
• Stay current on industry trends and best practices in subscription retention to ensure innovative and effective approaches are integrated into retention strategies.

Qualifications:

• 5+ years of experience in customer retention or lifecycle marketing within a D2C or subscription-based eCommerce environment.
• Proven track record in designing and executing retention strategies that drive customer lifetime value and reduce churn.
• Expertise in customer journey mapping and creating personalized, multi-channel experiences across email, SMS, and loyalty programs.
• Strong analytical skills with a data-driven approach to identifying trends, understanding customer behavior, and optimizing retention strategies.
• Hands-on experience managing and reporting on KPIs related to customer retention.
• Experience with CRM (Klaviyo and Attentive) and loyalty program management, with a focus on customer engagement and repeat purchase strategies.
• Preferred experience with CDP (Segment) platforms.
• Proficiency in A/B testing and leveraging customer insights to improve retention efforts and campaign effectiveness.
• Ability to drive retention strategies cross-functionally with collaboration with acquisition, web ops, marketing, and customer service teams.
• Excellent communication and leadership skills.
• Knowledge of industry trends and best practices in subscription retention, with a continuous improvement mindset to integrate innovative approaches into strategies.

What We Give:

• 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).
• A 401k plan with company match, short and long-term disability coverage.
• A generous PTO and sick policy that includes 13+ paid annual holidays.
• Wellness classes (fitness, mental health, nutrition, finance, etc.).
• An Employee Assistance Program, including membership for guided meditation for all employees.
• Monthly tech and wellness reimbursement.
• An infinite supply of Liquid I.V. for endless hydration!

Work Environment:

Hybrid office environment with flexibility for industry events.

Candidates must be authorized to work in the United States without sponsorship.

The expected salary range for this position is $110,700 – $166,100 annually and is bonus eligible. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget.