Responsibilities

• Develop and execute Stanley Steemer's retention marketing program across all channels (direct mail, SMS, loyalty program marketing)
• Lifecycle Mapping & Journey Design: map the full customer lifecycle end-to-end and design/maintain customer journey frameworks
• Trigger Architecture & Campaign Execution: design, build, and maintain the CRM framework and execute retention campaigns across channels
• Segmentation, Churn & Lifecycle Management: build and maintain audience segments, identify at-risk customers, conduct cohort analysis, and develop win-back and reactivation programs
• Lead loyalty program marketing in partnership with the Performance Marketing Manager by developing member communications, reward promotions, and engagement campaigns
• Deliverability, List Hygiene & Data Privacy: oversee opt-out processing, bounce management, suppression lists, monitor deliverability, stay compliant with CAN-SPAM/TCPA and evolving regulations
• Direct Mail & Vendor Management: oversee direct mail strategy, vendor relationships, and production timelines
• Reporting, Analysis & Stakeholder Communication: track retention metrics, provide data-driven insights, communicate performance trends and recommendations