About The Position
The Senior Manager, Retention is responsible for end-to-end strategy and execution of email, SMS, and loyalty programs, with a clear mandate to maximize customer lifetime value, repeat purchase rate, and long-term brand affinity. Sitting at the intersection of marketing, ecommerce, and data, this leader will drive a best-in-class retention program that deepens customer relationships, increases engagement, and fuels profitable growth.
Requirements
- 6-8 years of experience in CRM, retention, or lifecycle marketing, preferably in DTC or ecommerce
- Proven track record of driving CLTV growth and retention performance at scale
- Deep expertise in email and SMS platforms (Klaviyo, Attentive a plus)
- Experience owning or contributing to loyalty program strategy and execution
- Strong analytical mindset with experience in cohort analysis, segmentation, and testing frameworks
- Ability to balance strategic thinking with hands-on execution
- Excellent cross-functional leadership and communication skills
- Experience managing and developing teams
Responsibilities
- Retention Strategy & CLTV Growth
- Define and execute a comprehensive retention strategy focused on increasing CLTV, purchase frequency, and customer engagement
- Own key retention KPIs including repeat rate, churn reduction, AOV, and cohort performance
- Develop customer segmentation strategies to personalize lifecycle journeys across channels
- Identify and scale high-impact opportunities across onboarding, cross-sell, and winback
- Email & SMS Marketing
- Lead the strategy, planning, and execution of email and SMS programs across all lifecycle stages
- Oversee campaign calendar, automation flows, and triggered messaging (welcome, post-purchase, replenishment, winback, etc.)
- Continuously optimize channel performance through testing (creative, cadence, offers, segmentation)
- Partner with creative and content teams to deliver compelling, on-brand messaging
- Loyalty & Customer Engagement
- Own and evolve the loyalty program strategy, including program structure, benefits, and member experience
- Identify opportunities to drive enrollment, engagement, and incremental revenue from loyalty members
- Integrate loyalty into broader lifecycle marketing to create a seamless, high-value customer journey
- Data, Analytics & Testing
- Leverage data to inform strategy, including cohort analysis, LTV modeling, and customer behavior insights
- Establish a robust testing roadmap across channels to continuously improve performance
- Partner with analytics teams to build dashboards and reporting that track retention health and ROI
- Translate insights into actionable strategies that drive measurable business impact
- Cross-Functional Collaboration
- Partner closely with Ecommerce, Acquisition, Digital Experience, and Brand Marketing teams to align on customer journey and growth priorities
- Collaborate with IT to ensure best-in-class martech stack and execution
- Align retention efforts with broader promotional, merchandising, and product strategies
- Team Leadership
- Manage and develop a high-performing retention team
- Foster a culture of ownership, experimentation, and continuous improvement
- Provide clear direction, prioritization, and coaching to drive team effectiveness
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
