Senior Retention Manager

THERMOWORKS INC•American Fork, UT

3d•Onsite

About The Position

Customer retention and lifetime value are critical drivers of our direct business. This role leads the overarching strategy and performance of our post-purchase customer journey, overseeing email, SMS, loyalty, and repeat purchasing behavior (D2B and D2C). You will manage two specialists, guiding the tactical execution of campaigns while focusing on program architecture, cohort analysis, and the overarching retention strategy. Because our visual presentation is just as important as our messaging, this role requires a strong eye for design and product marketing. You will help define the retention strategy in close collaboration with the VP of Marketing and Director of E-commerce. This is a strategic leadership role for someone who is comfortable setting the high-level roadmap while ensuring the creative execution is flawless.

Requirements

6–8+ years of experience in retention marketing, email/SMS strategy, or customer lifecycle management, ideally in a DTC or ecommerce environment.
Proven experience owning LTV metrics and significantly contributing to a revenue-driving retention program.
Design and creative experience; a proven eye for visual marketing, layout, and product presentation.
Strategic experience with Klaviyo (required).
Strategic experience with loyalty platforms.
Strong strategic mindset with a deep understanding of customer psychology and cohort analysis.
Exceptional eye for design and detail, with the ability to provide actionable creative feedback on visual assets.
Thoughtful approach to advanced segmentation and personalization.
Comfort working with complex data and making performance-driven decisions.
Ability to balance high-level strategy with the demands of a fast-paced environment.

Nice To Haves

Continuous Improvement Mindset - regularly evaluates processes, visual creative, and execution to raise performance.
Creative yet Analytical - seamlessly blends a strong design aesthetic with hardcore data analysis.
Takes ownership of outcomes and follows through.
Collaborative leader who can empower direct reports while maintaining high standards for the final product.
Values both measurable performance and a beautiful, cohesive customer experience.

Responsibilities

Define and execute the holistic retention strategy in partnership with the Director of eCommerce and VP of Marketing.
Own customer retention performance, including Customer Lifetime Value (LTV), repeat purchase rate, churn reduction, and overarching revenue contribution.
Build and manage a strategic retention calendar balancing promotions, product launches, lifecycle messaging, and loyalty initiatives across Home-User and Business Segments.
Maintain a balance between revenue goals and long-term brand equity and list health.
Lead specialists to plan, build, QA, and execute campaigns across email, SMS, and other retention channels.
Act as the creative guide, ensuring all assets are visually compelling and effectively market the product.
Review and refine messaging and visual design for clarity, consistency, and alignment with brand voice.
Direct A/B testing strategies and apply learnings to future creative.
Own, evolve, and architect the customer journey mapping and lifecycle flows.
Continuously optimize automated flows to improve conversion, reduce churn, and elevate the post-purchase customer experience.
Develop and manage customer loyalty or VIP initiatives.
Serve as the internal strategic expert on Klaviyo and the retention tech stack.
Build and manage advanced segmentation strategies.
Ensure data and integrations support effective targeting, personalization, and reporting.
Stay current on platform capabilities, industry trends, and design best practices.
Own comprehensive reporting across retention efforts.
Translate performance data and cohort analyses into clear insights and actionable strategic pivots.
Monitor trends and proactively address technical issues and creative fatigue.
Manage, mentor, and develop two email/SMS specialists.
Provide clear strategic direction, design feedback, and professional support.
Delegate tactical execution effectively while contributing directly to high-level builds or creative troubleshooting when needed.