Manager, Retention Marketing

Responsibilities

• The Retention Manager will serve as the strategic and operational lead for all customer retention, lifecycle marketing, and Customer Lifetime Value (LTV) initiatives across our Women’s Health & Beauty brand portfolio. Reporting directly to the Associate Director, Growth Marketing, this role owns the end-to-end post-purchase ecosystem - including email/SMS lifecycle marketing, subscription churn reduction, loyalty/rewards programs, unboxing customer experience, and re-engagement campaigns. The Retention Manager leads a dedicated team to maximize repeat order revenue, increase customer retention rates, and turn first-time buyers into high-LTV repeat customers across all BU brands.
• Holistic Retention & LTV Strategy
• - Own overall BU retention metrics: 30/90/180/360-Day Cohort LTV, Repurchase Rates, Subscription Churn, Active Subscriber Retention, and Repeat Contribution Margin.
• - Develop multi-channel post-purchase retention strategies spanning Email, SMS, Direct Mail, Loyalty/VIP Programs, Custom Inserts, and Customer Portal Experience.
• - Lead subscription optimization strategies (e.g., skip/swap features, delivery frequency options, surprise-and-delight perks, and churn prevention flows) to extend active subscriber lifetimes.
• - Partner with Associate Director, Offer Managers and Brand Managers to design back-end cross-sell, bounce-back offers, and bundle upgrades that seamlessly build upon front-end acquisition offers.
• Lifecycle Marketing & Automated Flow Management
• - Oversee and continuously optimize automated lifecycle journeys across Email and SMS (Welcome Series, Post-Purchase Education, Replenishment Reminders, Subscription Onboarding, Win-Back, and VIP Loyalty Tiers).
• - Manage the weekly/monthly broadcast campaign calendar for email and SMS across all portfolio brands.
• - Direct Email Ops Specialist on campaign build, deployment QA, deliverability health, and inbox placement across ESP platforms.

Requirements

• Bachelor’s Degree in Marketing, Business, Communications, or a related field (or equivalent practical experience).
• 5+ years of dedicated, hands-on retention, lifecycle, and customer marketing experience within a high-volume direct-to-consumer (DTC) e-commerce environment.
• 2+ years of direct people management experience overseeing specialists, coordinators, or operations leads (managing 2+ FTE direct reports).
• Proven success managing holistic retention initiatives beyond email/SMS, including subscription management, customer loyalty programs, direct mail, and churn reduction strategies.
• Deep working knowledge of enterprise ESPs (Klaviyo), SMS marketing tools (Attentive), and subscription platforms.
• Strong analytical background with a proven track record analyzing cohort economics, LTV curves, subscription churn metrics, and repurchase rates.
• Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in beauty/health CPG.
• Strategic leader who balances high-level cohort analysis with hands-on operational oversight of team deliverables.
• Excellent cross-functional collaborator capable of bridging growth metrics with creative, community, and customer service teams.

Preferred

• 3+ years of retention strategy specifically within the Health, Beauty, Skincare, or Wellness DTC verticals. (preferred)
• Demonstrated experience managing and scaling retention for a 10,000+ active subscriber base. (preferred)
• Background in direct-response copy frameworking and conversion rate optimization (CRO) for post-purchase upsell pages. (preferred)
• Proficiency with e-commerce analytics and BI platforms (Google Analytics/GA4, Shopify Plus, Looker, etc). (preferred)

Benefits

• Comprehensive Healthcare Coverage – We cover 100% of premiums for employee-only medical, dental, and vision plans.
• Bonus Opportunities – Earn more with both annual and monthly bonus programs tied to performance.
• Investing in Your Future – We match up to 3.5% of your 401(k) contributions and offer a company-sponsored Employee Stock Ownership Plan (ESOP), helping your retirement savings grow alongside the company. Learn more.
• Work-Life Balance – Start your first year accruing up to 15 days of vacation, plus 6 paid sick and mental health days.
• Well-Being Support – Take advantage of our Employee Assistance Program, company closure dates, free weekly yoga and meditation classes, and expanded mental health benefits—we take a holistic approach to your well-being.
• Career Growth – Grow with us through our mentorship program, continuous learning opportunities, and performance-based pay increases designed to help you advance.
• Make an Impact – Give back through our charity sponsorships. Together, we’ve donated over $9 million to communities worldwide.
• Additional Benefits - Cell/internet reimbursement, free employee products, annual events, and more!
• To read more about our Perks & Benefits, click here .