Responsibilities

• Retention Strategy & Reporting
• Own the customer journey from first order through repeat, subscription, churn, and winback
• Set and defend the retention roadmap; run a continuous test roadmap across flows, offers, creative, and timing
• Build and report the retention dashboard: churn, repeat rate, cohort retention, LTV, subscription tenure
• Partner with CX so support tickets, cancellations, and reviews shape lifecycle strategy - and with paid/brand to keep acquisition and retention messaging coherent
• Turn new product launches into repeat purchase moments: cross-sell, trial-to-routine conversion, subscription add-ons
• Email & SMS (managing a 3rd-party agency)
• Own strategy, segmentation, deliverability, creative briefing, testing, and reporting end to end
• Direct the build of every lifecycle flow - onboarding, education, cross-sell, replenishment, churn prevention, winback - while our agency executes
• Segment by product, behavior, and acquisition channel; own revenue per recipient, CTR, CVR, opt-in growth, and list health

Requirements

• 21+ years of age at time of application
• 4+ years in DTC retention/lifecycle marketing, owning both email and SMS programs directly
• Hands-on ownership of a subscription or replenishment business - able to speak to specific churn drivers, cohort tenure, and the interventions run to address them
• Track record designing and launching at least one lifecycle program from the ground up, not just optimizing an existing one
• Hands-on experience building cohort/retention analysis in Excel, SQL, or a BI tool, without relying on a data team
• Working fluency with a subscription platform (Stay AI, Recharge, or Skio)
• Ability to write a strong creative brief and hold an agency accountable to it
• Proven track record influencing cross-functional partners (growth, CX, brand, tech) without direct authority over them

Preferred

• Experience owning, scaling, or relaunching a loyalty/rewards program, including the margin case behind it
• Experience in CPG, beverage, wellness, supplements, or another regulated product category
• TCPA/10DLC SMS compliance experience and management of email deliverability at scale
• Experience adapting lifecycle programs quickly around frequent new product launches
• Regular use of AI tools to accelerate copy, segmentation logic, or workflow
• Experience partnering with a CRO or site-testing function to inform retention strategy

Benefits

• Unlimited Paid Time Off
• Paid sick leave in accordance with state and local laws
• Healthcare coverage: up to 90% company contribution for employees and 25% for dependents
• Voluntary vision, dental, and accidental plans
• 401(k) with up to 4% company match, free financial coaching, student loan match support, and 529 education savings accounts
• 12 weeks of paid Equal Parental Leave, $500 Baby Bonding Bucks, and a sustainable baby gift
• Dedicated parental leave support, including a personalized dashboard, full pay transparency, and a specialist to handle every logistical detail so you can focus on your family
• Product and soft goods discounts & perks
• And more!