Manager, Retention Marketing

Golden Hippo•Los Angeles, CA

3d•$99,000 - $123,800•Hybrid

About The Position

The Retention Manager serves as the strategic and operational lead for customer retention, lifecycle marketing, and Customer Lifetime Value (LTV) initiatives across the Women’s Health & Beauty brand portfolio. Reporting to the Associate Director, Growth Marketing, the role owns the end-to-end post-purchase ecosystem, including email and SMS lifecycle marketing, subscription churn reduction, loyalty and rewards programs, unboxing customer experience, and re-engagement campaigns. The manager leads a dedicated team to maximize repeat-order revenue, increase retention rates, and turn first-time buyers into high-LTV repeat customers across the portfolio. The role develops holistic, multi-channel retention strategies and subscription optimization programs; oversees automated lifecycle journeys and campaign calendars; and directs operational specialists responsible for campaign execution, retention workflows, subscription maintenance, and failed-payment recovery. It also partners with customer service, creative, digital experience, community, offer, and brand teams to improve post-purchase experiences and align retention efforts with acquisition and brand initiatives. The manager conducts experimentation across messaging, offers, timing, channel mix, and landing-page layouts, and delivers executive reporting on repeat revenue, cohort payback, LTV, and retention campaign ROI. The position is hybrid in Woodland Hills, California.

Requirements

Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in health and beauty CPG.
Ability to balance high-level cohort analysis with hands-on operational oversight of team deliverables.
Strong cross-functional collaboration skills, including the ability to connect growth metrics with creative, community, and customer-service teams.
Bachelor’s degree in Marketing, Business, Communications, or a related field, or equivalent practical experience.
At least 5 years of hands-on retention, lifecycle, and customer marketing experience in a high-volume direct-to-consumer e-commerce environment.
At least 2 years of direct people-management experience overseeing specialists, coordinators, or operations leads, managing 2 or more direct-report FTEs.
Demonstrated success managing holistic retention initiatives beyond email and SMS, including subscription management, customer loyalty programs, direct mail, and churn reduction.
Deep working knowledge of enterprise ESPs such as Klaviyo, SMS marketing tools such as Attentive, and subscription platforms.
Strong analytical background and a demonstrated track record analyzing cohort economics, LTV curves, subscription churn metrics, and repurchase rates.

Nice To Haves

At least 3 years of retention strategy experience in the Health, Beauty, Skincare, or Wellness DTC vertical.
Experience managing and scaling retention for a base of 10,000 or more active subscribers.
Background in direct-response copy frameworking and conversion-rate optimization for post-purchase upsell pages.
Proficiency with e-commerce analytics and BI platforms such as Google Analytics/GA4, Shopify Plus, and Looker.

Responsibilities

Own business-unit retention metrics, including 30/90/180/360-day cohort LTV, repurchase rates, subscription churn, active subscriber retention, and repeat contribution margin.
Develop multi-channel post-purchase retention strategies across email, SMS, direct mail, loyalty/VIP programs, custom inserts, and customer portal experience.
Lead subscription optimization strategies, including skip/swap features, delivery-frequency options, surprise-and-delight perks, and churn-prevention flows.
Partner with the Associate Director, Offer Managers, and Brand Managers to develop back-end cross-sell, bounce-back offers, and bundle upgrades that complement front-end acquisition offers.
Oversee and continuously optimize automated email and SMS lifecycle journeys, including welcome, post-purchase education, replenishment, subscription onboarding, win-back, and VIP loyalty programs.
Manage weekly and monthly email and SMS broadcast campaign calendars across portfolio brands.
Direct the Email Operations Specialist on campaign builds, deployment QA, deliverability, and inbox placement across ESP platforms.
Lead the A/R Specialist on retention workflows, subscription account maintenance, failed-payment recovery, and post-purchase customer touchpoints.
Partner with Customer Service to analyze escalations, product-return drivers, and churn reasons, and develop cancel/save and proactive educational campaigns.
Work with Creative to brief direct-response email/SMS copy, video tutorials, usage guides, and post-purchase graphic assets.
Collaborate with the Associate Director of Digital Experience & Community to integrate user-generated content, customer reviews, and organic social trends into retention touchpoints.
Conduct A/B testing across messaging angles, offer structures, delivery timing, channel mix, and landing-page layouts.
Deliver weekly and monthly executive dashboards tracking repeat revenue share, cohort payback metrics, LTV curves, and retention campaign ROI across brands.
Lead a dedicated team to increase repeat-order revenue, customer retention, and customer lifetime value.

Benefits

100% of employee-only medical, dental, and vision plan premiums covered.
Annual and monthly performance-based bonus opportunities.
401(k) matching up to 3.5% of employee contributions.
Company-sponsored Employee Stock Ownership Plan (ESOP).
Up to 15 days of vacation accrued during the first year.
Six paid sick and mental health days.
Employee Assistance Program, company closure dates, free weekly yoga and meditation classes, and expanded mental health benefits.
Mentorship program, continuous learning opportunities, and performance-based pay increases.
Charity sponsorships and community giving.
Cell and internet reimbursement.
Free employee products.
Annual events.