Manager, Lifecycle Marketing

USA (Remote)

$90K/yr – $115K/yrManager3+ years expFull time

Posted 19 hrs ago

Top 1% of applicants do these two things.

The other 99% submit and hope. You're about to do something different.

Job Summary

Own the lifecycle strategy and execution for retention across channels, leading lifecycle automations, test-and-learn programs, and cross-functional collaboration with Data, Growth, Brand, and Finance to optimize retention and growth.

Job Description

Responsibilities

Create differentiated customer journeys that build upon our industry-best customer retention.
Own the strategy and roadmap for lifecycle automations and personalized triggered communications across the customer journey (e.g., welcome flows, browse/cart abandonment, replenishment, win-back, cross-sell/upsell)
Develop best-in-class CRM strategies on our email, SMS, direct mail, and other customer retention channels; help drive day-to-day execution while developing longer term strategies.
Employ test-and-learn experimentation (A/B testing, hold-outs) to identify and forecast incrementality and develop key insights about our customers
Work with the Data team on everything from regular reports and dashboards to developing and creating customer churn models for a data-first approach to retention
Partner with the Growth team to support customer acquisition, onboarding, and activation strategies that maximize customer acquisition cost along with downstream retention.
Work with Brand to ensure lifecycle communications reflect a cohesive content strategy and consistent brand voice
Work with the Finance teams to project overall business impact of new retention strategies

Requirements

Minimum of 3+ years of experience in Retention, CRM, Loyalty, or other related functions.
Hands-on experience and knowledge of CRM platforms such as Bloomreach, Klayvio, Iterable, or similar tools.
Previous experience launching customer retention models and understanding macro level strategies to drive customer retention.
Experience managing loyalty and referral programs for subscription services that drive meaningful impact.
Comfort working with finance teams on P&L considerations, forecasting, and other financial business metrics.
Expertise in analytics and experience using BI tools including Looker, Tableau or any other web analytics platforms.
Familiarity with HTML is a plus, but not required
Ability to thrive in a fast-paced ambiguous environment. The job description captures general responsibilities, but we are a fast growing company and there are many opportunities for the role to expand further.
Customer-first mindset and dedication to delivering a best-in-class experience
Genuine curiosity about healthcare, telehealth and healthcare benefits