Responsibilities

• Own the strategy and calendar for all email and SMS marketing programs, balancing long term initiatives to drive retention with near term needs — from product launches and seasonal campaigns to retention flows and loyalty communications.
• Develop and optimize customer journeys across lifecycle stages (welcome, repurchase, winback, etc.).
• Define segmentation strategy to deliver personalized, high-converting communications.
• Partner with Growth and Digital teams to connect CRM insights to paid media and site experiences.
• Track, measure, and evaluate results of email and SMS marketing programs and develop understanding of what resonates and doesn't with the OUAI customer.
• Identify and measure KPIs that ladder up to business goals, with ongoing efforts to continuously analyze data, identify trends, and implement optimizations.
• Become a subject matter expert in customer behavior and help with evolving our segmentation and customer communication strategy to deliver a personalized and relevant customer experience.
• Serve as the business lead for OUAI’s CRM tech stack, including ESP, SMS platform (Klaviyo/Postscript), subscription (Recharge), loyalty platform and integration tools.
• Partner with Director of Growth + Retention and Digital team to evaluate, select, and potentially onboard a Customer Data Platform (CDP) — ensuring seamless data flow, audience unification, and personalization enablement.
• Refine KPIs, reporting frameworks, and test-and-learn agendas for lifecycle programs.

Requirements

• 6–8+ years of CRM or Lifecycle Marketing experience in DTC, ideally within beauty, lifestyle, or consumer goods
• A commitment to asking questions to find the best answers
• Proven success driving retention and revenue through email/SMS programs
• Deep familiarity with ESPs (Klaviyo) and SMS platforms (Postscript) and loyalty platforms
• Excellent analytical skills and experience with data-driven decision-making
• Experience with (or strong curiosity about) CDPs such as Segment, mParticle, or Amperity
• Collaborative, curious, and excited to build meaningful relationships with OUAI’s community
• Creative thinker with a track record of building successful retention marketing campaigns
• Strong communication and collaboration skills
• Desire to learn, grow and mentor

Preferred

• Note: No additional items provided

Benefits

• Medical + Dental + Vision
• Unlimited PTO
• 25+ Paid Holidays
• Matching 401k program
• Quarterly OUAI Product Stipend + Employee Discounts
• Flex Fridays
• Employee HSA and FSA
• Charity matching and education reimbursement
• Hybrid work reimbursement
• Move Your OUAI (Exercise Reimbursement)