Retention Manager, Curlsmith

Helen of Troy•Boston, MA

1d•Hybrid

About The Position

Our Beauty & Wellness division empowers consumers with trusted products that support self-care, from salon-quality styling tools to wellness devices like humidifiers and air purifiers. Our innovative products and solutions promote healthy living, elevating the lives of consumers every day. This business unit includes Braun, PUR, Honeywell, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon brands, and this role may support one or more of these brands. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Requirements

Bachelor's degree in Business, Marketing, or a related field.
7+ years of experience in CRM, Digital Marketing, Direct Marketing, or Lifecycle Marketing roles.
Hands-on experience with Email Service Provider (ESP) platforms, including campaign testing and optimization.
Experience managing customer retention initiatives, including loyalty and subscription programs.
Experience with eCommerce platforms such as Shopify.
Proficiency with email and SMS marketing platforms.
Demonstrated success driving eCommerce revenue growth through CRM and retention marketing strategies.
Experience utilizing marketing automation tools and test-and-learn methodologies.
Authorized to work in the United States on a full-time basis.
Strong analytical mindset with expertise in CRM, customer retention, lifecycle marketing, customer cohort analysis, and LTV forecasting.
Proficiency in customer segmentation, RFM modeling, personalization strategies, and retention-focused marketing programs.
Ability to develop and execute customer retention strategies, including loyalty and subscription programs.
Data-driven decision maker with the ability to assess, interpret, and act on performance results.
Experience leveraging automation tools, testing frameworks, and optimization methodologies to improve campaign performance.
Creative thinker with a strong understanding of consumer behavior, engagement, and customer journey management.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent presentation, written, verbal, and cross-functional collaboration skills.
Proven ability to influence, mentor, and build effective working relationships across teams and organizational levels.

Nice To Haves

We already have a loyalty program and subscription scheme in place, and you will play a role in reviewing and optimizing it to maximize engagement and retention.
We have limited copywriting capabilities so strong written communication skills are required.

Responsibilities

Own the customer retention strategy, leading on the reporting and optimization of relevant KPIs to drive customer lifetime value and reduce churn.
Build a thorough understanding of our customer base that enables improved segmentation, audience targeting and personalization across all available channels.
Own the delivery of a testing and optimization roadmap working with stakeholders and external (agency) resources to continuously improve our customer touchpoints.
Partner with Marketing, Customer Service, Sales and Product teams to communicate, scale, and make the most of automation opportunities, ensuring winning strategies are efficiently deployed and maintained.
Objective setting and execution driving product & service reviews, product Q&As and NPS.
Agency management – maximize ROI from investments in tools and services through effective agency management and performance oversight.
Develop and manage our email campaigns and automations overseeing all campaign development and content.
Work with internal and external creative resources.
Working with the DTC team, ensure we meet commercial and engagement objectives from this key sales-driving channel.
Create and implement annual strategies to accelerate growth and exceed goals for loyalty and subscription base targets.
Going forward you will utilize loyalty data to drive curlsmith.com’s point-of-differentiation to build CR and LTV
Enhance and optimize the performance of our existing subscription program to maximize commercial outcomes and customer retention.
Measuring & reporting channel performance metrics, list growth, and customer cohort performance.
Manage channel performance forecasts and weekly/monthly KPIs
Working with the Customer Service team, monitoring consumer feedback (NPS) and fulfilment reporting to ensure best-in-class consumer experience.
Working in close partnership with other roles and team members across the Prestige Beauty portfolio. Provide expertise to influence overarching marketing strategies that will align with shared DTC goals.
Provides indirect leadership to Digital Experience team members regarding best-in-class ecommerce consumer experience.
Exhibit and foster best practices regarding effective time use/meeting, communication, and cross-functional teamwork