Retention & Loyalty Manager

Seint•St. George, UT

1d•Hybrid

About The Position

Seint is looking for a Retention & Loyalty Manager to own how we keep customers coming back and eventually build them into advocates and megaphones for Seint. This role sits at the center of our subscription program, loyalty/rewards program, and lifecycle marketing (email/SMS), and manages our external Retention Agency both strategically and day-to-day. You'll be the person who turns “she bought once” into “she's part of this brand,” using real customer data and segmentation, not guesswork.

Requirements

3–5+ years in retention marketing, lifecycle/CRM marketing, or loyalty program management, ideally in DTC e-commerce
Direct experience managing an external agency or vendor relationship, including briefing, budget oversight, and performance accountability
Hands-on experience with subscription and/or loyalty program platforms (e.g., Recharge, Smile.io, Yotpo, or similar)
Experience with an email/SMS platform (e.g., Klaviyo or similar) and building segmented, triggered lifecycle campaigns
Strong analytical fluency — comfortable with cohort analysis, retention/churn curves, LTV, and translating data into a clear recommendation
Excellent written communication — this role writes agency briefs, cross-functional recommendations, and reporting regularly
Proven ability to manage multiple concurrent priorities and stakeholders independently

Responsibilities

Own the day-to-day relationship with Seint's external Retention Agency (email/SMS) — briefing, campaign/flow review, performance accountability, and budget management
Translate business priorities (product launches, promotions, seasonal moments) into clear briefs the agency can execute against
Hold the agency accountable to real performance benchmarks — open/click rates, flow-driven revenue, list health —not just deliverables
Ensure the entire Consumer Journey from First purchase to Ambassador status is the ultimate goal
Own performance and ongoing evolution of the Subscribe & Save program end to end
Identify and prioritize new program mechanics — for example, a preview/customize window before each shipment, escalating loyalty benefits tied to tenure, and early access to new launches — with a clear business case for each
Partner cross-departmentally to align subscription offerings with the product roadmap as new categories and launches come online
Own the loyalty/rewards program (points structure, redemption, and any tiering) including making the program’s rules and value genuinely easy for customers to understand
Partner with ASK, Marketing and other departments to ensure we are driving this to be an advocacy and community driver not a markdown/discount driver. This is about adding value between our brand and our community
Evaluate and recommend promotional levers in partnership with Marketing and Finance, with attention to how they interact with Affiliate economics
Build and maintain retention strategy across key customer segments — new vs. returning, Affiliate-assisted vs. DTC-only, subscriber vs. one-time purchaser
Design win-back and reactivation strategy for lapsed customers, grounded in why customers actually go quiet and what we can do differently to better serve them
Own post-purchase lifecycle touchpoints, including coordination with the post-purchase survey program, to identify and act on retention risk signals early
Partner with the Affiliate team to understand how the Artist relationship affects customer loyalty, and ensure retention programs support that relationship while also supporting the DTC-focused customer
Work with Head of Digital Ecommerce on reporting structure and forecasting for retention-driven revenue
Coordinate with Marketing on how retention campaigns and lifecycle messaging fit into the broader promotional calendar, avoiding conflicting or cannibalizing offers