Responsibilities

• Manage the entire post-purchase customer journey, including email, SMS, subscription, and loyalty.
• Develop and execute retention strategies, focusing on churn reduction and winback efforts.
• Collaborate with the Customer Experience (CX) lead to integrate customer feedback into lifecycle strategies.
• Oversee the loyalty program, ensuring it enhances repeat rates and Lifetime Value (LTV).
• Direct lifecycle flows and creative strategies for email and SMS marketing.
• Analyze retention metrics such as churn, repeat rate, and LTV, and report findings.
• Partner with cross-functional teams to align acquisition and retention messaging.
• Retention Strategy & Reporting: Manage customer journey from first order through repeat, subscription, churn, and winback. Develop and defend retention roadmap, and build retention dashboard.
• Email & SMS: Oversee strategy, segmentation, deliverability, creative briefing, testing, and reporting. Direct lifecycle flow builds with agency execution.
• Subscription & Loyalty: Manage subscription performance, cancellation flow, and customer portal improvements. Own loyalty program mechanics, rewards, and margin math.

Requirements

• Experience: 4+ years in DTC lifecycle marketing with direct ownership of email and SMS as revenue channels.
• Skills: Analytical skills, ability to build cohort analysis, and fluency with subscription platforms like Stay AI.
• Creativity: Ability to write effective creative briefs and manage agency execution.
• Ownership: Proven track record of influencing cross-functional partners and taking initiative.

Preferred

• Experience with loyalty programs, regulated product categories, and compliance management.

Benefits

• Perks: Unlimited Paid Time Off, paid sick leave, healthcare coverage, 401(k) with company match, parental leave support, and product discounts.