Retention Marketing Manager at Fleur du Mal | New York City, NY

Fleur du Mal

Retention Marketing Manager

New York City, NY (On-site)

Salary Not AvailableSenior Level7+ years expFull time

Posted 5 weeks ago

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Job Summary

Own the loyalty lifecycle end-to-end, from activation to winback, with strong emphasis on segmentation, personalization, and measurable lift across repeat purchases and retention.

Lifecycle ownership: activation, abandonment recovery, cross-sell, replenishment, VIP, winback, and loyalty-driven journeys.
Data-and-automation focus: customer-state logic, segmentation models, experiments, and KPI reporting.
Channel governance and deliverability: cadence, suppression, consent, and fatigue management to protect the experience.

Job Description

Responsibilities\n

Lead end-to-end lifecycle programs: welcome/activation, browse/cart/checkout abandon, post-purchase, cross-sell, replenishment, VIP, winback.
Define customer-state logic (new/active/lapsing/lapsed/VIP) and trigger frameworks.
Set channel governance: cadence, frequency caps, suppression logic, and contact strategy.
Build segmentation models: RFM, cohorts, category affinity, discount dependency, engagement, predicted LTV propensity.
Deploy personalization: dynamic modules, product recommendations, send-time optimization, channel preference.
Create segment playbooks and messaging strategy inputs for Creative/Merchandising partners.
Operationalize loyalty across lifecycle: integrate loyalty status and tier progression into segmentation, automation, and personalization (e.g., tier-triggered journeys, points-expiry flows, VIP concierge moments, winback offers tied to loyalty value).
Measure and optimize loyalty performance: track incremental lift vs non-members (repeat rate, frequency, AOV, LTV, redemption rate, breakage, cost per retained customer), run A/B tests on benefits and messaging, and manage vendor/tool performance if applicable.
Own KPI framework and reporting: repeat purchase rate, retention rate, time-to-2nd purchase, incremental revenue, contribution margin impact, LTV lift.
Build and run an experimentation roadmap (A/B, holdouts where feasible); operationalize learnings.
Produce decision-grade insights (what changes, what scales, what stops).
Own deliverability strategy, list hygiene, complaint/unsubscribe management, and consent compliance (especially SMS/TCPA).
Protect customer experience through fatigue management and preference strategy.
Partner with Data/Engineering to ensure event tracking and identity resolution are accurate.
Own retention tech roadmap (ESP/SMS/CDP capabilities, audience sync, automation tooling).
Success metrics: Repeat purchase rate, retention rate, churn reduction; Automated lifecycle revenue + incremental lift (not just attributed); LTV and contribution margin lift; Experiment velocity + measurable winners adopted; Deliverability health, unsubscribe/complaint rates, list quality

\nRequirements\n

7+ years retention/lifecycle ownership with strong analytics depth
Demonstrated advanced segmentation + automation design at scale
Strong measurement discipline and comfort partnering with Data/Engineering
Hands-on expertise in ESP/SMS platforms (Attentive and Klaviyo a plus) and CRM analytics

\nBenefits\n

HEALTH INSURANCE, 401K, FSA, EMPLOYEE DISCOUNT

Fleur du Mal

3.0 Glassdoor

Fleur du Mal is a luxury lingerie, ready-to-wear, and swim brand founded by Jennifer Zuccarini in 2012. Its name, derived from the title of a collection of poems by Charles Baudelaire, speaks to the unique duality of its spirit: beautiful, elegant garments with a playful, mischievous side as well, allowing women to explore the full spectrum of their sexuality in every moment of their lives. Fleur du Mal takes a fashion approach to lingerie and applies a lingerie language to fashion. Its products are delicate and sophisticated, using luxury fabrics like French Leavers lace and bespoke embroideries crafted by world-class artisans.Inspiring dressing up and undressing, the collection is available online at fleurdumal.com, as well as at their retail stores in New York at 175 Mott Street, in Los Angeles at 519 N Almont Drive, and with top department stores and specialty retailers around the world. www.fleurdumal.comFollow us @fleurdumalnyc

Founded in 2012

New York, New York, USA

67 employees (27 in marketing)

www.fleurdumal.com

48% recommend to a friend