Senior Lifecycle / CRM Manager

Thesis•New York, NY

18h•Hybrid

About The Position

We are hiring a Senior Lifecycle / CRM Manager to own lifecycle marketing across email, SMS, customer journeys, and retention programs. This person will be the day-to-day owner of our lifecycle engine: strategy, execution, testing, reporting, deliverability, and continuous improvement. This is a hands-on operating role for someone who knows how to build inside Klaviyo, understands DTC retention, and can turn customer behavior into better flows, campaigns, education, and repeat-purchase experiences. It is also a forward-looking role. We want someone excited to work with AI-enabled systems, documentation, QA workflows, and production tools that make lifecycle marketing faster, cleaner, and more scalable without lowering the quality bar.

Requirements

Strong hands-on experience owning lifecycle marketing, CRM, or retention for a DTC brand.
Deep Klaviyo experience, including flows, campaigns, segmentation, suppression, templates, QA, and reporting.
Strong understanding of email/SMS deliverability, list health, sender reputation, and lifecycle production best practices.
Experience building customer journeys that drive retention, repeat purchase, subscription health, reviews, education, and winback.
Comfort working with retention metrics such as repeat purchase, churn, cohort behavior, LTV, reviews, subscription movement, and flow/campaign contribution.
Ability to move between strategy and execution: you can build the roadmap, write the brief, check the segment, QA the flow, and explain what happened afterward.
Strong project management and documentation habits. You create systems that other people can understand and trust.
Interest in AI-enabled marketing operations, including using AI tools to improve speed, QA, research, production workflows, and operating discipline.
Clear communication, high ownership, and strong judgment about what actually moves retention versus what only creates activity.

Nice To Haves

Subscription or replenishment-based DTC experience.
Wellness, health, supplement, or consumable product experience.
Recharge or similar subscription-platform experience.
SMS lifecycle experience.
HTML email or email-build QA experience.
Experience working with customer support/CX teams to turn customer feedback into better lifecycle journeys.

Responsibilities

Own the lifecycle marketing calendar across email and SMS, including campaigns, automations, segmentation, testing, and reporting.
Build, maintain, and improve Klaviyo flows across post-purchase, replenishment, subscription, education, review generation, cross-sell, winback, and cancellation-save moments.
Translate customer behavior, feedback, purchase patterns, and cancellation reasons into lifecycle tests and journey improvements.
Develop a clear testing roadmap for messaging, offers, timing, audience segments, creative angles, and flow architecture.
Maintain strong deliverability practices, including list hygiene, suppression logic, sender health, template decisions, and QA standards.
Partner with creative, CX, growth, and analytics to improve the customer journey and increase retention.
Use AI-enabled workflows to scale lifecycle production, QA, research, documentation, and campaign/flow iteration.
Build repeatable operating processes so lifecycle work is documented, measurable, and easy to improve over time.
Report on lifecycle performance and bring clear recommendations to weekly retention reviews.

Benefits

Competitive compensation with an exceptionally generous equity package
Competitive Health, dental, and vision plans (including a 100% covered premium plan for all 3!)
HSA, FSA and pre-tax commuter benefits for parking and transit
Ancillary benefits through Talkspace, One Medical, Kindbody, Teladoc, Classpass and more!
401k to help you plan for the future
Flexible PTO because we respect the need for work/life harmony
Unlimited (yes, unlimited) Thesis nootropics
A strong emphasis on promoting from within and personal development
A dog-friendly office located in the heart of Flatiron steps from Union Square and Madison Square Park
Hybrid work model