Responsibilities

• Own end-to-end development and management of global onboarding, upselling and retention campaigns across channels (in-product, email, SMS, Push Notifications), including strategy, copy development, campaign setup, A/B testing, localization, reporting, and optimization with a goal to increase product usage and adoption, and to minimize churn and contraction.
• Write and own all campaign copy across every channel — emails, SMS, push notifications, and in-app messages — ensuring each piece of content is tailored to the specific goal of the campaign, the audience it’s reaching, and the channel it’s delivered through. This is a hands-on writing role: copy should feel relevant and timely to the recipient, reflect where they are in their lifecycle with Vagaro, and be optimized continuously based on performance data.
• Work with customer success, product marketing, performance marketing, and sales teams to translate their business goals into executable campaigns and automations.
• The goal — What business outcome is the requesting team trying to drive? Whether it’s increasing feature adoption, reducing churn, or accelerating upsell, campaigns must be anchored to a measurable objective from the start.
• The audience — Who specifically should receive this campaign? Defining the right customer segment, lifecycle stage, or behavioral cohort ensures relevance and protects the broader database from message fatigue.
• The channel — Which channel or combination of channels (email, in-app, SMS, push) is best suited to reach this audience at the right moment? Channel selection should be driven by context, urgency, and where customers are most likely to engage.
• The message — What tone, framing, and offer will resonate with this audience and move them to act? Messaging should reflect where the customer is in their journey and speak directly to their needs, not just the team’s internal priorities.
• Consistently improve upon and lead change in program methodologies; employing industry standard processes and constantly looking for opportunities to improve effectiveness and efficiency.
• Present regularly on program performance and successes to leaders.
• Actively monitor all campaign analytics, partner with our business intelligence team to create appropriate reporting and communicate results effectively to the team with recommended actions for optimization.