This individual has experience growing direct-to-consumer brands using customer retention marketing
tactics to drive business results and show positive return on marketing spend. Our Retention Manager
should have the capacity to test, develop, and execute lifecycle strategies to deepen engagement with
our clients’ customers, reduce churn, and improve LTV. The Retention Manager should be able to lead
retention initiatives with minimal guidance, and come with new ideas and industry knowledge to build
clients’ retention roadmaps and then execute on them.

Responsible for overseeing the audit, planning, development, and execution of customer retention &
email marketing campaigns that generate awareness, consideration, revenue, and build customer loyalty
across several clients. Able to incorporate the retention vision and roadmap into the broader growth
strategy for the client on engagements in collaboration with the rest of the growth team.

Day-to-Day Responsibilities:

● Analyze customer performance, retention, and LTV on behalf of our clients and identify
opportunities to engage customers along their journey to increase revenue, reduce churn,
increase customer sentiment, grow community, and more
● Audit existing email programs and promotional marketing calendars; develop improved customer
communication strategies to increase acquisition, engagement, customer retention, and revenue
for our clients
● Develop and execute strategies that leverage the power of community and user-generated
content, such as reviews, to turn customers into brand advocates
● Strategize and assist in activating customer service initiatives and loyalty or rewards programs for
our clients in order to boost post-purchase engagement and increase LTV
● Define KPIs for customer acquisition and retention campaigns, with a focus on email marketing;
monitor, report on performance, and adjust strategies to achieve objectives
● Assist in implementing technology that will drive the best possible customer engagement
programs including: automating processes, personalization, data segmentation, list development,
triggered email campaigns, and CRM tool optimization
● Strategize with brands to create high-engaging content and email design as well as manage the
delivery of all creative assets for email programming
● Own the end-to-end testing and optimization roadmap for our clients’ customers, including
concepting, executing, and reporting out test results
● Collaborate with internal teams to ensure consistent strategy, share knowledge and define
processes through well-developed documentation and roadmapping
● Manage internal and external resources to ensure that campaigns are executed accurately,
effectively, and within budget
● Serve as a subject matter expert and function as a center of excellence for customer retention
best practices and compliance
● Gather business requirements and customer needs from stakeholders and translate into
best-in-class ecommerce and mobile app experiences.
● Prioritize and oversee execution of the mobile app product roadmap
● Drive continuous improvement in onboarding, engagement, and retention metrics
● Develop feature definition through detailed requirements and user stories
● Ensure products are in line with the overall digital strategy and support business goals
● Gather and manage product feedback through surveys, concept testing, analytics tools, and A/B
testing

● Integrate data analytics, product metrics, user experience research, and competitive analysis, to
drive prioritization of product features and enhancements for retention

Requirements:

● 3+ years of lifecycle/retention, consulting, or analytics experience. Experience with DTC
companies or subscription-based businesses a plus
● Experience working with product management teams
● Experience leveraging data-driven research/analysis to drive strategic direction and optimize
programs
● Technical understanding of skills and tools including but not limited to: email production, email
service providers, product review tools, 3rd party eCommerce platform apps, etc.
● Ability to work independently and as part of a high-growth team, with the ability to lead multiple
cross-functional teams
● Strong analytical and communication skills

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