Sr. Manager, Retention Strategy

We are seeking a detail-oriented and analytical marketing leader to develop and implement customer retention strategies for our telehealth platform. The ideal candidate will have 6-8 years of experience in retention or customer strategy, with a strong business intuition and a track record of growing effective customer-focused retention programs. This role will involve uncovering strategic insights, evangelizing retention decisions, and proactively identifying and communicating trends. The candidate should excel at using data to develop insights and recommendations, and have experience with customer segmentation and marketing technology. Strong cross-functional collaboration and project management skills are essential.

• Develop and implement comprehensive customer retention strategies across multiple touchpoints, leveraging data-driven insights to maximize customer lifetime value.
• Develop actionable business cases for high-value retention opportunities, including segmentation and targeting test strategies to engage users with a combination of content and user experience across web & app touchpoints.
• Develop a deep understanding of our retention behavior of customers and monitor key performance metrics related to our initiatives to inform decision making.
• Proactively communicate performance on retention KPIs and goals with the business, inclusive of the executive team. Identify trends, risks, and recommendations to leadership and cross-functional teams, in order to adjust operational strategies in real-time and support the development of new retention initiatives.
• Perform quantitative analysis combined with qualitative insight gathering to create actionable recommendations across the organization that increase customer retention.
• Partner with Analytics to uncover leading indicators of customer churn and identify those trigger points in the customer journey.
• Partner with our Consumer Insights & CX teams to identify customer insights.
• Build strong relationships with marketing partners and product category stakeholders.
• Excel at project management to ensure projects move forward on time and with minimal friction from all stages from pre to post-launch.
• Have 5+ years relevant work experience in retention, business strategy, customer marketing, marketing strategy, or analytics with proven ability to develop successful retention marketing strategies and results.
• Have a deep interest in research and data analysis, with a proven track record of drawing actionable insights from raw data, inclusive of Excel & Looker (or equivalent data visualization tools).
• Have direct Retention-focused Analysis or Marketing experience identifying and monitoring key performance indicators.
• Be a self-starter and naturally curious mindset with a hunger to dig into problem-solving.
• Be a strong cross-functional relationship builder.
• Have excellent project management and prioritization skills and strong attention to detail with the capability to work on multiple campaigns/initiatives simultaneously.
• Have outstanding communication and ability to problem solve with minimal guidance.

• 6-8 years of experience in retention or customer strategy
• Strong business intuition
• Proven track record of maintaining high output and growing effective customer-focused retention programs
• Deep interest in research and data analysis
• Ability to draw actionable insights from raw data and information
• Experience with developing retention marketing campaigns for subscription products is a plus
• Ability to develop and implement comprehensive customer retention strategies
• Proficiency in data-driven insights to maximize customer lifetime value
• Ability to develop actionable business cases for high-value retention opportunities
• Proactive communication of performance on retention KPIs and goals
• Quantitative analysis combined with qualitative insight gathering skills
• Ability to uncover leading indicators of customer churn and identify trigger points in the customer journey
• Strong relationship-building skills with marketing partners and product category stakeholders
• Excellent project management and prioritization skills
• Outstanding communication and problem-solving abilities with minimal guidance.

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats