Retention & Loyalty Manager

Role & Responsibilities:

Vegamour is seeking a Retention & Loyalty Manager to drive customer engagement, loyalty, and retention strategies that support customer LTV growth. Reporting to the Director of CRM & Retention, this individual will manage programs designed to enhance the customer experience, increase brand loyalty, and reduce churn. They will support key initiatives focused on loyalty programs, customer engagement, and reactivation to ensure customers have a seamless and engaging brand experience across owned channels including email and SMS.

This role will work closely with teams such as Brand Creative, Digital Designers, Digital Product, and Analytics to deliver cohesive retention and loyalty strategies across channels. The ideal candidate has experience in managing loyalty programs and driving measurable improvements in customer retention.

This is a full-time position and can be remote or based in Los Angeles, CA (hybrid 2-3 days onsite/week).

• Lead A/B testing and continuous optimization of retention efforts to improve performance
• Support the development and scaling of a loyalty program to grow the subscriber base and increase lifetime value of customers
• Develop lifecycle marketing campaigns that resonate with key customer segments and drive retention
• Design, implement, and test reactivation and churn prevention tactics
• Deliver consistent and personalized messaging across all customer touchpoints with a lens on customer experience
• Track and analyze customer retention and loyalty KPIs to evaluate the success of loyalty and retention tests and tactics, reporting on key insights and recommendations
• Identify opportunities to enhance the customer journey leveraging data and customer insights
• Stay up to date on industry trends, competitive insights, and customer feedback to evolve loyalty and retention strategies

How you show up:

• Project Management – Exhibit strong project management skills, including planning, execution, and monitoring.
• Collaboration – Work collaboratively with team members and other departments to achieve project goals, fostering a supportive and respectful environment.
• Innovation – Contribute to process improvements and innovative solutions.
• Adaptability – Adapt to changing circumstances and requirements.
• Problem-Solving – Address and resolve project-related issues promptly.

Qualifications:

• Bachelor’s degree
• 4+ years of experience in retention, loyalty, or CRM roles within e-commerce, preferably in the beauty or DTC industry (subscription experience is a plus)
• Experience with loyalty program management and retention programs
• Proficiency in using CRM platforms (e.g., Klaviyo, Iterable, Braze) and analytics tools (e.g., Google Analytics, Tableau)
• Strong analytical skills with the ability to interpret data, create actionable insights, and drive results
• A/B testing experience and a data-driven approach to optimizing retention efforts
• Excellent project management and multitasking skills with the ability to navigate ambiguity
• Collaborative team player who is able to work cross-functionally to drive business outcomes

Benefits:

Target Base Salary Range: $75K – $99K. Individual pay decisions are based on a number of factors including qualifications for the role, location and experience.

We also currently offer:

• Competitive total package including annual bonus and equity
• Health Insurance: Medical, Dental and Vision – we cover 90% for employees and 60% for dependents
• 401K + 3% match plan
• Unlimited PTO
• Generous Paid Parental Leave