CRM Specialist, Retention

IPSY

6h•$68,000 - $75,000•Remote

About The Position

IPSY is seeking a CRM Specialist, Retention to execute and support programs that directly drive revenue and keep members engaged, growing, and loyal to IPSY. This is a hands-on, high-impact role focused on four key areas: upgrades, loyalty (campaigns and coupons), operational support, and special projects. Each of these programs ties directly to a business outcome: keeping members active, increasing their subscription value, and deepening their loyalty to IPSY. Your work will show up in the metrics that matter most to the business -- and you will have the cross-functional access to understand exactly why. This role touches multiple parts of the business -- from member-facing loyalty campaigns to behind-the-scenes operational workflows -- giving you broad DTC exposure and real cross-functional experience inside one of beauty’s most recognized subscription brands. You will work closely with CRM, Product, Operations, Customer Experience, Creative, Finance, and Data/Analytics. This position reports to Senior Director, Loyalty and can be fully remote from the 16 U.S. states where IPSY hires.

Requirements

3-6 years of experience in marketing, with a focus on lifecycle, CRM, growth, digital marketing, or eCommerce
Bachelor's degree required
Experience at a DTC, subscription, or eCommerce company is strongly preferred -- understanding subscription economics is a real plus
Hands-on experience supporting loyalty, retention, referral, or engagement programs heavily preferred
Channel marketing experience (email, SMS, push) is a plus, but not a hard requirement
Strong execution skills with solid project management instincts -- can manage multiple workstreams without losing detail
Analytical fluency: can pull and interpret performance data to drive decisions; Excel or Google Sheets required
Forecasting and modeling experience to inform planned performance based historical data and trends and financial planning for program setup
Familiarity with CRM/ESP platforms (Iterable, Braze, SFMC, etc.)
Familiarity with analytics tools such as Amplitude, Sigma, Tableau, or Looker
Clear communicator, written and verbal; comfortable working across multiple teams
Detail-oriented with strong QA instincts
Bias for action -- comfortable moving fast and figuring things out
Curious and data-driven: asks why and chases the answer
Highly accountable and self-directed
Thrives in fast-paced, evolving environments with competing priorities

Nice To Haves

Beauty or personal care industry experience is a plus
Subscription experience is a plus

Responsibilities

Execute and support programs across upgrades, loyalty campaigns, coupons, and operational initiatives
Own day-to-day deliverables across multiple programs, managing workflows from brief through launch
Partner with channel managers to create campaigns and synthesize overall performance across channels, learnings, and identify new opportunities
Assist in forecasting and modeling for program and campaign design and approvals
Monitor program performance weekly and monthly; deliver program analysis with clear insights and recommendations
Identify risks and optimization opportunities; bring solutions, not just observations
Support performance reporting for team and cross-functional stakeholders
Plan and execute loyalty promotions, coupon programs, and member incentive offers that drive engagement and reduce churn
Partner with CRM, Creative, and Operations on end-to-end campaign development and deployment
Track coupon inventory, redemption, and program performance; surface actionable findings
Help evolve the loyalty program experience based on performance learnings and member behavior
Support upgrade campaign development and targeting members for tier conversion
Partner with Merchandising and Product to identify the right upgrade moments, offers, and messaging
Contribute to testing, iteration, and ongoing optimization
Own key operational workflows that keep retention programs running smoothly: campaign design, QA, legal copy review and approvals, product and offer setup in dotCMS, offer/gift operations (inventory and unit tracking)
Partner with Tech and Marketing Ops to resolve platform issues and support new feature launches
Collaborate with CX on member-facing issues that intersect with retention programs
Maintain tight cross-functional coordination to ensure seamless, consistent member experiences
Support ad hoc strategic initiatives tied to retention, engagement, and member lifecycle growth
Contribute to cross-functional workstreams as a retention subject matter contributor