CRM & Retention Manager

Princeton MedSpa Partners•Austin, TX

5d•Remote

About The Position

Princeton Medspa Partners (PMP) is seeking a data-driven CRM & Retention Manager to lead lifecycle marketing across its portfolio of MedSpas, with a strong focus on Email and SMS. This role will be responsible for the strategy, execution, and optimization of retention programs throughout the patient lifecycle, aiming to increase revenue by maximizing patient lifetime value through retention, frequency, and upsell/cross-sell initiatives. The position operates within the centralized marketing team, reporting to the CMO, and collaborates closely with the Growth Team, clinic managers, operations, and a data agency to deliver integrated, performance-driven lifecycle programs. This is a remote position based anywhere in the U.S.

Requirements

3–6+ years of experience in retention, lifecycle, or CRM marketing.
Hands-on experience with Email & SMS platforms (GHL preferred; Klaviyo, Braze, Iterable, etc. a plus).
Strong analytical skills with experience in data and reporting tools.
Experience building and optimizing automated lifecycle journeys.
Proven track record of driving revenue through retention channels.
Excellent project management and cross-functional communication skills.

Nice To Haves

GHL (preferred platform)
Klaviyo, Braze, Iterable (a plus)

Responsibilities

Own and execute PMP’s lifecycle marketing strategy across Email & SMS.
Build and optimize automated journeys including lead nurture & missed opportunity recovery, appointment booking & reminders, post-visit follow-ups, rebooking, cross-sell and upsell opportunities, membership & loyalty engagement, and win-back and reactivation campaigns.
Manage the campaign calendar across clinics, aligning with promotions, memberships, and local initiatives.
Tailor lifecycle and CRM strategies by clinic, considering local market dynamics, patient mix, provider specialties, and performance.
Partner with clinic managers and the call center manager to ensure campaigns are locally relevant and operationally executable.
Balance centralized best practices with clinic-specific customization to maximize performance.
Own core retention KPIs: Retention rate, LTV, rebooking rate, frequency, churn reduction, CTR, CVR, deliverability, and revenue per.
Drive LTV growth through improved rebooking cadence, cross-service adoption (injectables, laser, skincare), and membership penetration.
Continuously test and optimize messaging, timing, offers, and segmentation.
Monitor list health, compliance, and deliverability.
Partner with PMP’s data agency to enhance lifecycle reporting, attribution, and incrementality measurement.
Collaborate on LTV modeling, cohort analysis, and advanced segmentation strategies.
Leverage PMP’s CDP to personalize messaging and trigger campaigns based on real-time behavior (calls, bookings, treatments, no-shows).
Deliver clear, actionable reporting tied to revenue impact.