Loyalty, Retention & Subscription Marketing Manager (DTC)

Responsibilities

• Subscription Strategy : Own the Recharge roadmap, being responsible for delivering related KPI by optimizing the subscription user experience (UX) from sign-up to account management.
• Retention & Churn Mitigation : Design and execute advanced cancellation interception flows and automated winback journeys.
• Acquisition : Own roadmap for our key acquisition vehicle, Brij, being responsible for delivering related KPI by optimizing and evolving our cross-channel subscription experience, continuously seeking new methods for profitable list growth.
• Lifecycle Automation : Build targeted email and SMS flows to drive upsells, cross-sells, and timely reorders.
• Segmentation & Personalization : Analyze cohort data to group customers by behavior, value, and purchase history, partnering with quip BI.
• Loyalty & Advocacy : Manage the loyalty and referral programs to turn active subscribers into brand advocates.
• Customer Insights : Gather and utilize customer feedback to continuously improve the subscriber experience (i.e. Social Listening, NPS, Post-purchase survey, Voice of the Customer, etc).
• Lifecycle Email/SMS Specialist: Drive product launch, promotion and branded communications as campaign or flows, in accordance with DTC revenue goals and marketing team, managing agency support where applicable.
• Storytelling: Partner with brand and creative teams to ensure messaging is elevated and on-brand with education and value-driven storytelling.
• List Health: Champion best practices in personalization, frequency management, deliverability, privacy/compliance (GDPR, CCPA), and inclusive messaging

• Test and Learn Mentality: Support list optimization, including lead capture forms, flow touchpoints, working cross functionally with the website team

Requirements

• Cross-functional drive: Work closely with marketing, creative, brand, BI, engineering and agency in this critical cross-functional role
• Platform Expertise : Deep fluency in Klaviyo and Recharge is mandatory.
• Analytical Mindset : Mastery of cohort analysis and lifecycle economics (CAC:LTV ratios, payback periods)
• Play to win mindset : Bring a test/learn/ optimize point of view
• Channel Mastery : Proven experience managing integrated Email, SMS, and loyalty/referral and subscription programs.
• DTC Experience : Minimum 3–5 years managing retention for a high-growth subscription e-commerce brand.

Benefits

• Hybrid working environment, with an office located in the heart of DUMBO with breathtaking views of Manhattan Bridge
• Year round early “summer Fridays”
• WiFi enabled rooftop
• Competitive medical benefit package
• Commuter benefits for parking & transit
• Competitive paid parental leave policy for qualifying employees
• Open vacation policy
• Dog-friendly office space
• 401k Tax Benefits
• Competitive compensation package