About the position
FIGS is hiring a Retention Marketing Manager to join our team! This role is key to developing personalized, data-driven campaigns that boost channel revenue, purchase frequency and order value, and customer retention. By owning the full lifecycle of customer communication, this role will increase customer lifetime value (LTV) and reduce churn, while optimizing and growing retention strategies. You will be the expert in analyzing customer data and driving growth throughout each lifecycle stage of a FIGS customer. Reporting directly to our Senior Director of Retention, you will own automated customer journey campaigns across various channels and customer segments, with the goal of improving Repeat Rates and LTV. This role requires a deep understanding of customer behavior, segmentation strategies, and the ability to collaborate effectively with cross-functional teams to enhance technical capabilities within our retention program. The ideal candidate has +5 years of lifecycle strategy and hands-on journey building experience. Candidates should have a passion for marketing automation, problem solving, and working cross-functionally.
Responsibilities
- Analyze customer data to identify trends, preferences, and opportunities for segmentation.
- Utilize insights to develop targeted lifecycle marketing strategies across email, SMS, push, and other owned and paid channels.
- Develop and execute email, SMS, and push campaigns that are personalized, relevant, and drive stronger repeat rates and lifetime revenue.
- Lead creative briefing, in partnership with internal Brand and Creative teams, for new and existing email series with data-backed recommendations.
- Establish, implement, and optimize A/B testing strategies to drive campaign performance.
- Monitor campaign KPIs and report to key stakeholders on program performance.
- Collaborate with engineering, data and analytics teams to enhance technical capabilities within our program.
- Oversee the implementation of new tools and technologies to support lifecycle marketing efforts.
- Work closely with marketing, insights, brand, merchandising, and site teams to ensure alignment of lifecycle marketing campaigns with Retention roadmap objectives.
- Collaborate with creative teams to develop compelling content and messaging for campaigns.
- Track and analyze key performance metrics for automated email and SMS campaigns.
- Prepare regular reports and insights to inform decision-making and optimize future campaigns.
Requirements
- Minimum 5+ years of experience in CRM and retention marketing, with a proven track record of driving customer engagement and loyalty.
- Strong analytical skills and ability to interpret and act on data insights.
- Hands-on experience with building out customer journeys in CRM platforms, Iterable (Email) and Attentive (SMS) preferred.
- End-to-end understanding of automated campaigns (e.g. data infrastructure, targeting logic, campaign creation).
- Proven ability to lead end-to-end creative briefing for email automations.
- Highly organized with the ability to manage multiple projects and priorities simultaneously.
- Knowledge of HTML, CSS, and design principles for email marketing.
- Working knowledge of SQL, and dynamic scripting languages preferred.
- A team player with excellent communication and collaboration skills.
Benefits
- Base salary range is between $115,000 and $130,000.
- Equity: Opportunity to own shares of FIGS stock through new-hire equity program.
- Annual bonus: Eligible to participate in the FIGS annual bonus program.
- Comprehensive benefits and perks package including premium medical, dental and vision coverage.
- 100% FIGS-sponsored life insurance and disability insurance.
- 401(k) program with a company match up to the first 6% of your contribution.
- Generous paid time off including 12 company holidays and flexible vacation.
- Parental leave and new parent care meals.
- FIGS sponsored Uber Eats voucher for in-office weeks.
- Personalized discount code for 50% off all FIGS products.
- Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance.
