Senior Manager, Retention (6-Month Contract) | Biossance

THG•San Francisco, CA

13d•Hybrid

About The Position

Biossance is a pioneering clean beauty brand built on biotechnology, efficacy, and sustainability. Powered by sugarcane-derived squalane and cutting-edge science, Biossance delivers high-performance skincare that’s safe for people and the planet. Available at Sephora and leading global retailers, Biossance continues to drive innovation within prestige skincare - where Beauty Meets Biotech. As Senior Manager, Retention, you’ll lead Biossance’s retention marketing strategy and execution across email, SMS, loyalty, and lifecycle marketing. You’ll be responsible for growing customer lifetime value, repeat purchase, and engagement while ensuring our retention channels deliver against both brand and commercial objectives. This role requires someone who can balance strategic thinking with hands-on execution, translating customer insights and performance data into campaigns, journeys, and testing strategies that drive measurable revenue growth.

Requirements

4–6+ years of experience in CRM, retention, lifecycle, email/SMS, or customer marketing, ideally within a DTC consumer brand.
Hands-on experience with CRM/ESP platforms; Listrak experience is highly preferred.
Strong understanding of email and SMS best practices, segmentation, automation, personalization, deliverability, and the digital customer journey.
Demonstrated ability to use customer and campaign data to identify opportunities and translate insights into actionable growth strategies.
Commercial mindset with a strong understanding of how retention marketing contributes to revenue, repeat purchase, and customer lifetime value.
Strong project management skills and exceptional attention to detail, with the ability to manage multiple campaigns, stakeholders, and tight timelines simultaneously.
Comfortable operating both strategically and hands-on — able to develop the plan while also ensuring excellent day-to-day execution.
Proactive, accountable communicator who thrives in a collaborative, fast-paced environment.

Nice To Haves

Beauty, skincare, or prestige consumer experience is strongly preferred.
Experience managing loyalty programs and customer lifecycle strategies is strongly preferred.

Responsibilities

Own the strategy, planning, and execution of Biossance’s retention marketing program across email, SMS, and loyalty.
Develop and manage the retention marketing calendar in partnership with E-commerce, Brand Marketing and Creative, ensuring alignment with product launches, promotional events, and broader brand priorities.
Drive retention revenue through thoughtful segmentation, personalization, targeting, and contact strategies.
Oversee end-to-end campaign execution, from briefing and audience strategy through QA, deployment, and post-campaign analysis.
Ensure all customer communications are accurate, on-brand, and delivered on time, with a high standard of execution across every customer touchpoint.
Own and continuously optimize Biossance’s automated lifecycle journeys, including Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Replenishment, Winback, and other behavioral programs.
Identify opportunities to expand lifecycle coverage and create more personalized customer journeys based on behavior, purchase history, lifecycle stage, and engagement.
Develop strategies to increase new customer acquisition, repeat purchase, purchase frequency, and customer lifetime value across key customer segments.
Partner with E-commerce and Analytics teams to understand customer behavior and identify opportunities to improve retention throughout the digital customer journey.
Monitor the health and performance of triggered programs and proactively identify and resolve issues impacting reach, engagement, or revenue.
Lead the ongoing strategy and execution of Biossance’s loyalty program, with a focus on member acquisition, engagement, retention, and repeat purchase.
Develop strategies to grow the reachable customer audience across email and SMS while maintaining healthy engagement and list quality.
Identify opportunities to reactivate lapsed customers and subscribers through targeted lifecycle and promotional strategies.
Leverage customer insights and segmentation to develop differentiated strategies for new, active, high-value, and lapsed customers.
Partner cross-functionally to ensure loyalty and retention initiatives are integrated into major launches, promotions, and brand moments.
Own retention performance reporting and clearly communicate channel performance, opportunities, and risks to cross-functional and senior stakeholders.
Track and optimize key KPIs including retention revenue, repeat purchase, customer lifetime value, conversion, engagement, subscriber growth, and automated program performance.
Develop and execute a structured testing roadmap across audiences, cadence, creative, messaging, offers, subject lines, personalization, and customer journeys.
Translate customer and campaign data into actionable recommendations that improve both near-term revenue and long-term customer value.
Manage Listrak and supporting retention technology, ensuring strong practices around deliverability, segmentation, list health, data integrity, and campaign execution.