Senior Manager, Retention & Loyalty

Role & Responsibilities:

The DTC Senior Retention Manager will lead email, SMS, loyalty, and direct mail programs/channels to drive customer loyalty, lifetime value, churn prevention, and deliver on sales objectives. This position will be responsible for activation across the customer data platform and will own & oversee campaign management, lifecycle and retention strategies, manage multiple vendor relationships, and drive performance targets. This role sits within Sales working collaboratively with Brand Marketing, Creative, Media, Customer Marketing, Planning, Development, IT and Finance. The DTC Senior Retention Manager will report to the DTC Digital Marketing Director.

Responsibilities Will Include, But Will Not Be Limited To

• Drive DTC strategy and roadmap for retention, engagement, and loyalty
• Build and optimize automated lifecycle journeys and one-off campaigns across email, SMS, loyalty, and direct mail to increase conversion, engagement, retention, and customer lifetime value
• Lead our points based loyalty program to grow member count, average transaction count, and lifetime value (LTV) from engaged users
• Develop retention marketing campaigns and drive actionable strategies on the customer journey with a focus on 1:1 personalization
• Leverage multiple data sources to optimize personalization, segmentation, and audience strategies cross-channel, utilizing the Customer Data Platform (CDP) and Email Service Provider (ESP)
• In partnership with data teams, utilize analytics to drive customer-centric campaigns and first party data collection and activations
• Lead channel acquisition strategies & campaigns to meet and/or exceed growth targets for list size and member count
• Plan budget, forecast, and track spend per channel. Proactively manage budget to meet the desired balance between ROI and spend, working closely with finance and procurement when necessary
• Plan promotional campaigns to increase AOV, reduce churn, improve overall lifetime value (LTV) and therefore support net revenue growth of the business
• Own and oversee campaign briefing process, assets, and project organization to ensure both requirements and delivery dates are clearly communicated, understood, and properly executed

Qualifications:

• 6+ years of related experience in CRM, loyalty, and email marketing
• A bachelor’s degree in a relevant field and/or experience working with consumer brands
• Experience working with ESP platforms. Knowledge of Klaviyo and Wunderkind a plus
• Experience with personalization platforms such as Movable Ink
• Experience managing a marketing budget cross-channel
• Experience working with internal and external partners across multiple disciplines
• Expert in Google Analytics and has strong excel and reporting skills
• Excellent oral and written communication/presentation skills
• Strategic & financial capabilities; comfortable with tactical execution with data-led decisions
• Superior attention to detail, time management, and follow-through
• Self-starter with the ability to work well independently and in a team environment
• Strong project management abilities (Basecamp, Asana a plus). Highly organized and proven ability to execute projects on time and on budget
• A self-starter who has experience driving brand and financial goals. Ability to work well in a fast-paced, collaborative environment and is detail oriented
• Current authorization to work in the United States on a full-time basis

The base pay range for this position in New York City is $130,000 – $145,000; however base pay offered may vary depending on skills, experience, job-related knowledge, and location. Certain positions may also be eligible for short and/or long-term incentives as part of total compensation.