Retention & Lifecycle Manager

Smalls is seeking a Retention & Lifecycle Marketing Manager to join the marketing team. In this role, you will report directly to our VP of Marketing, and oversee our customer retention & lifecycle strategy. You will be the expert at analyzing customer journey data to drive growth throughout each lifecycle stage for our customers. In this highly cross-functional role, you will collaborate with growth, product, CX, and brand to develop and lead our CRM strategy and execute that roadmap across email and SMS touch points. This role will own automated customer journey campaigns across various channels and customer segments, with the goal of improving retention and overall customer lifetime value.

Role & Responsibilities:

• Analyze retention curves and develop strategies to improve drop off rates
• Develop the roadmap for lead gen & retention, and lead the charge cross-functionally to execute on the plan
• Analyze customer cohort data to identify trends, preferences, and opportunities for segmentation.
• Create and refine automated lifecycle journeys and one-off campaigns across email, push, SMS, and other CRM channels to increase conversion, retention, and customer lifetime value (LTV)
• Lead creative briefing, in partnership with internal Brand and Creative teams, for new and existing email series
• Establish, implement, and optimize A/B testing strategies to drive campaign performance.
• Monitor campaign KPIs; report on program performance and recommend areas for improvement
• Collaborate with engineering, data and analytics teams to enhance technical capabilities within our email program
• Oversee the implementation of new tools and technologies to support lifecycle marketing efforts
• Work closely with marketing, brand, product, and CX teams to ensure alignment of lifecycle marketing campaigns with Retention roadmap objectives
• Collaborate with creative teams to develop compelling content and messaging for campaigns.
• Track and analyze key performance metrics for automated email and SMS campaigns.
• Prepare regular reports and insights to inform decision-making and optimize future campaigns.

Qualifications:

• You’re a cat person. You love cats and cat culture. You’re obsessed with testing new products for your own cats and know how to talk to cat people.
• You have 5+ years of experience or equivalent, in a lifecycle marketing role in a direct-to-consumer or subscription business.
• You have proven experience building email campaigns end-to-end with an understanding of email & mobile marketing (push, in-app & SMS) best practices
• You have experience conducting A/B tests and turning results into insights that can be mapped into a broader roadmap.
• You prioritize the details and keep the overall experience top of mind, without getting disorganized.
• You prioritize timely, clear, and kind communication. You know how crucial strong communication is when working with multiple stakeholders at varied levels of the organization.

Benefits:

• Mission-Driven Company: We love cats and we’re here to make nine lives ten.
• People-Driven Company: We treat our people like people; we’re committed to Smalls and we work hard but we also have utmost respect for everyone’s lives outside of work.
• Data-Driven Culture: We love using data to guide decision making where appropriate, but we also know when to move quickly and go with our gut.
• Competitive Salary: Make some $$$. Base salary: $100,000/yr – $120,000/yr
• Very Competitive Benefits: Fully paid Health, Vision, and Dental insurance. 4 day work week. Unlimited PTO.
• Fully Remote Office & Culture: Our team is spread out across the US day to day, but we travel for department & company off-sites and retreats.
• Free Product: Free cat food every month.
• Featured benefits
  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k)
  • Paid maternity leave
  • Paid paternity leave