Sr. Customer Retention Manager

Job Title: Sr. Customer Retention Manager
Reports to: VP of Digital & Ecommerce Marketing

Work Structure: Remote

Job Purpose

The Sr. Customer Retention Manager will be responsible for developing and executing strategies through various channels including Email, SMS, Print, and a Mobile App. Reporting to the VP of Digital Experience, this role includes leading the analysis and insights around customer behavior, identifying trends, and creating campaigns to grow the loyal subscriber base, retain customers, drive repeat purchases, increase lifetime value, and create best-in-class digital experiences.

The ideal candidate will have a strong understanding of customer behavior, excellent analytical skills, and significant experience in building successful retention programs.

Duties and Responsibilities

Lead retention strategy across all major touchpoints to drive lifetime value (LTV) and repeat purchase rates.
Manage day-to-day coordination and deployment of email, SMS, and push notifications in collaboration with creative and marketing operations teams.
Build and continuously optimize lifecycle marketing flows—including welcome, post-purchase, replenishment, and winback—to drive engagement and repeat purchases.
Segment audiences based on behavior, lifecycle stage, and predictive analytics to deliver personalized campaigns.
Partner with the creative team to develop compelling content that aligns with brand voice and retention goals.
Collaborate with the Operational Marketing Manager to align campaigns with the marketing calendar and GTM plans.
Analyze campaign and flow performance, provide actionable insights, and continuously test for improvement (A/B testing, timing, messaging, segmentation).
Work cross-functionally with customer experience, product, and acquisition teams to ensure a seamless customer journey.
Drive insights for all key customer segments from internal and external partners/data sources.
Build necessary reporting to support key customer health metrics in partnership with Director of Marketing Analytics.

Experience and Qualifications

5–7 years of experience in lifecycle marketing, retention, or CRM at a DTC brand or eCommerce company.
Proven track record using platforms like Klaviyo, Attentive, or similar.
Strong understanding of email/SMS best practices, customer segmentation, and personalization strategies.
Analytical mindset with experience using GA4, Shopify analytics, or similar tools to evaluate performance.
Strong data skills with the ability to present complex customer data in a clear, digestible format.
Proven experience with RFM, LTV, repeat purchase rate, and other key customer data points.
Strong leadership presentation skills.
Excellent project management and attention to detail.
Strong communication skills, with the ability to brief creative and collaborate cross-functionally.
Experience working with marketing calendars and executing go-to-market plans.

Why Join Us?

Opportunity to make a tangible impact and lead the retention efforts of a fast-growing, highly loved brand.
Contribute to a culture of innovation, driven by a founder deeply invested in thoughtful growth and customer experience.
Work in a dynamic, cross-functional team that values creativity, data, and customer experience at every stage of the lifecycle.

Salary: $120K-$160k