Senior Manager, Retention

Location: offices in NYC-Metro Area, 2x per week in office

As Senior Manager, Retention you will be key in helping scale the company’s customer retention program across our owned and paid channels (i.e. email, SMS, direct mail). In this role, you will work cross-functionally to develop customer-centric segmentation and personalization strategies that will unlock greater channel productivity and customer engagement/LTV. You will be a strategic thinker, working closely with the VP, Growth and Analytics to develop long-term vision for our retention program that supports company goals and a day-to-day decision maker, responsible for the execution of campaigns across our owned (email & SMS) and paid (direct mail) channels. 

You will report directly to the  VP, Growth and Analytics.

Responsibilities

  • Develop a deep understanding of the customer’s journey and implement omni-channel journeys to better acquire, activate and retain our target audience across email, SMS and paid (direct mail) channels.

  • Responsible for the day-to-day execution of bringing personalized journeys to life across our retention channels (inclusive of email, SMS, and direct mail) to accelerate repeat customer growth and revenue generation.

  • Lead the CRM team (two team members) and manage CRM campaigns from end to end; including strategy, requirement gathering, briefing and optimizations, building, monitoring, reporting and analysis.

    • Develop a rigorous test and learn strategy across lifecycle and one-off campaigns. 

    • Optimize complex journeys, triggers and automations with static and dynamic personalized content.

  • Manage direct mail campaigns from end to end; including strategy, requirement gathering, briefing and optimizations, building, monitoring, reporting and analysis.

    • Create, monitor and optimize complex journeys to bring personalization to life within direct mail.

  • Identify, recommend and execute new strategies and/or initiatives to continually improve retention campaigns and journeys.

  • Help to shape the future direction of the overall retention program through new campaign ideation.

  • Collaborate cross-functionally with the Brand, CX & Loyalty, Business Operations and Creative teams to streamline channel briefing processes and optimize creative development.

  • Collaborate cross-functionally with the Brand, Creative, Ecommerce, Data and Insights teams to deliver compelling new personalized customer journeys across our main retention channels (email, SMS and direct mail).

Qualifications

  • Bachelor’s degree or equivalent experience. 

  • 5+ years of hands-on experience at a DTC company managing retention programs from conception through analysis. 

  • 1+ years of directly managing a team preferred.

  • Customer obsessed and a creative thinker; you care deeply about creating delightful, on-brand experiences for our customers

  • Hands-on executional experience with Iterable (ESP), Postscript (SMS), and Poplar/PebblePost (Direct Mail) and Segment (CDP) preferred.

  • Deep knowledge of audience segmentation, list management, deliverability and compliance laws. 

  • Solid understanding and experience with outlining customer journeys and omnichannel activation.

  • Passionate about using data to derive insights and build strategies that solve business problems. Ability to review metrics, analyze, draw conclusions and recommend immediate action. 

  • Critical thinker with the curiosity and willingness to experiment and validate through A/B testing.

  • Ability to multitask, manage various priorities, and meet deadlines in a fast-paced entrepreneurial environment. 

  • Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.

  • A passion for staying at the forefront of retention marketing trends and technologies.