Responsibilities

• Own the strategy, build, and execution of lifecycle and email marketing programs—including nurture streams, triggered/behavioral campaigns, onboarding sequences, and customer lifecycle communications—aligned to engagement and pipeline goals
• Build and operate a retention early-warning system, using behavioral signals like login frequency, benefit redemption, and support sentiment to flag at-risk members before they consider canceling
• Personalize retention interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach
• Own the voice-of-member feedback loop—NPS/CSAT, and themes from support conversations—and act as the internal advocate pushing that feedback into product, benefits, and partnership decisions
• Partner closely with Member Support, the team talking to members daily and surfacing risk and friction signals first
• Track benefit-level performance and friction, identifying which benefits drive renewal versus which generate disproportionate complaints, and work with Partnerships to fix, improve, or retire underperforming ones
• Personally build, configure, and analyze lifecycle email marketing workflows—renewal sequences, at-risk saves, and re-engagement campaigns—from strategy through execution
• Use AI tools to work more efficiently, from speeding up analysis to accelerating campaign and creative production

Requirements

• 7+ years in retention, member/customer experience, or lifecycle marketing, ideally at a membership, subscription, or loyalty-driven business
• Hands-on email marketing expertise is required — proven experience personally building, deploying, and analyzing automated email/lifecycle workflows, not just directing an agency or team
• HubSpot experience is a strong plus
• Comfort working cross-functionally with Support, Partnerships, and Product
• Experience building or operating a churn-risk or member health-scoring framework
• Proven track record preventing or positively impacting churn by implementing data-driven retention processes and strategies — personalizing interventions based on past member behavior, location, and other available data rather than one-size-fits-all outreach
• Fluency with AI tools to work efficiently — using them to speed up analysis, draft and test campaigns faster, and generate or refine design/creative assets
• A genuine obsession with the member's experience — someone who treats every piece of feedback as actionable data, not noise

Benefits

• Comprehensive health and wellness benefits
• Paid time off and additional employee benefits