We are looking for a Retention Marketing Manager to own and evolve our customer retention and own the retention marketing channels. In this role, you will be responsible for building meaningful, personalized experiences throughout the customer lifecycle, with a strong focus on driving repeat purchases, increasing customer value, and contributing to overall revenue growth.
This is a highly hands-on and strategic role for someone who combines strong commercial thinking, analytical, and creative skills- someone who can identify opportunities within customer data, translate them into impactful campaigns, and continuously improve performance through testing and optimization.
What you'll do
Develop Lifecycle Marketing Strategy: Build and execute a comprehensive marketing lifecycle strategy across email, SMS, and on-site communications, aligned with business and commercial objectives.
Drive Retention & Customer Value: Identify opportunities to increase repeat purchases, engagement, retention, and Customer Lifetime Value through targeted lifecycle initiatives.
Build Customer Journeys: Design and continuously optimize automated customer journeys across key lifecycle stages, including acquisition, onboarding, first purchase, post-purchase, re-engagement, and win-back.
Own Campaigns: Lead the end-to-end execution of newsletters, promotional campaigns, triggered communications, automated flows, SMS initiatives, and website messaging.
Leverage Customer Data: Develop sophisticated audience segments based on customer behavior, purchase history, engagement, and other relevant data points to deliver highly targeted experiences.
Test, Learn & Optimize: Establish and drive a continuous experimentation framework across messaging, creative, offers, audiences, timing, and customer journeys to maximize campaign effectiveness.
Turn Data Into Action: Monitor campaign and lifecycle performance, identify trends and opportunities, and translate insights into clear recommendations and growth initiatives.
Partner Across the Business: Collaborate with E-commerce, Performance Marketing, Creative, Product, Merchandising, and Brand teams to ensure CRM activity supports key launches, promotions, and commercial priorities.
Own the retention marketing calendar: Manage campaign priorities and lifecycle activity across markets, ensuring the right communication reaches the right customer at the right time.
Maintain Channel Health: Take ownership of database quality, engagement levels, deliverability, and compliance across CRM channels, ensuring all activity follows relevant regulations and best practices.
Drive Continuous Improvement: Stay on top of retention, personalization, and marketing automation trends and proactively introduce new ideas, tools, and approaches.
Requirements
4–6+ years of experience in lifecycle email marketing, retention marketing, or a related field, ideally within e-commerce, D2C, or consumer brands.
Demonstrated experience owning lifecycle or CRM initiatives end-to-end, from strategy and audience definition through execution, analysis, and optimization.
Strong hands-on experience with retention marketing automation platforms such as Klaviyo, Braze, Iterable, HubSpot, or similar.
Strong understanding of customer lifecycle management, retention strategies, segmentation, personalization, automation, and experimentation.
Solid knowledge of e-commerce and customer growth metrics, including retention, repeat purchase, conversion, revenue contribution, engagement, and Customer Lifetime Value.
Strong analytical capabilities and confidence working with campaign and customer data to identify trends and growth opportunities.
Excellent copywriting and communication skills, combined with a strong sense of brand, creative, and customer experience.
A proactive, ownership-driven mindset with the ability to independently manage priorities and drive projects from concept to execution.
Strong cross-functional collaboration skills and the ability to work effectively with both creative and data-driven teams.
Bachelor’s degree in Marketing, Business, Communications, or a related field.