DESCRIPTIONquip is looking for a high impact, data-driven Manager to drive Loyalty, Retention & Subscription Marketing for quip, heavily focusing on our recurring revenue business. This role is responsible for the end-to-end customer lifecycle and growth strategy and recurring revenue engine, with a clear mandate to increase LTV and loyalty, reduce churn, and drive profitable growth by building world-class subscription experiences. This is not just lifecycle execution; you will architect and optimize the systems, strategies, and experiences that turn customers into long-term subscribers and advocates. This role reports into the Sr. Director of DTC and is a part of the Marketing organization at quip.
This is a hybrid role based in our DUMBO, Brooklyn office two days per week.
Base Salary: $105k-$125kThis range represents anticipated base salary range for this position, in addition to competitive benefits and equity (as applicable). We carefully assess and consider several factors with each candidate, including location, role-related knowledge, experience and skills. Compensation may vary based on these considerations.
Responsibilities- Subscription Strategy: Own the Recharge roadmap, being responsible for delivering related KPI by optimizing the subscription user experience (UX) from sign-up to account management.
- Retention & Churn Mitigation: Design and execute advanced cancellation interception flows and automated winback journeys.
- Acquisition: Own roadmap for our key acquisition vehicle, Brij, being responsible for delivering related KPI by optimizing and evolving our cross-channel subscription experience, continuously seeking new methods for profitable list growth.
- Lifecycle Automation: Build targeted email and SMS flows to drive upsells, cross-sells, and timely reorders.
- Segmentation & Personalization: Analyze cohort data to group customers by behavior, value, and purchase history, partnering with quip BI.
- Loyalty & Advocacy: Manage the loyalty and referral programs to turn active subscribers into brand advocates.
- Customer Insights: Gather and utilize customer feedback to continuously improve the subscriber experience (i.e. Social Listening, NPS, Post-purchase survey, Voice of the Customer, etc).
Lifecycle Email/SMS Specialist: Drive product launch, promotion and branded communications as campaign or flows, in accordance with DTC revenue goals and marketing team, managing agency support where applicable. - Storytelling: Partner with brand and creative teams to ensure messaging is elevated and on-brand with education and value-driven storytelling.
- List Health: Champion best practices in personalization, frequency management, deliverability, privacy/compliance (GDPR, CCPA), and inclusive messaging
- Test and Learn Mentality: Support list optimization, including lead capture forms, flow touchpoints, working cross functionally with the website team
Owned Key Performance Indicators (KPIs)- Email/SMS metrics:Open rates, Click through, CTO Rates
- Active Subscriber Growth
- Product Subscriber Retention Rate
- List Subscriber Retention Rate
- Customer Churn Rate
- Subscription Save Rate
- Reorder Rate
- Net Margin
Contributing Key Performance Indicators (KPIs)- LTR (Revenue)
- Lifetime Value (LTV)
- Lifetime Costs (LTC)
- Average Order Value (AOV)
- Units per Transaction (UPT)
Requirements- Cross-functional drive: Work closely with marketing, creative, brand, BI, engineering and agency in this critical cross-functional role
- Platform Expertise: Deep fluency in Klaviyo and Recharge is mandatory.
- Analytical Mindset: Mastery of cohort analysis and lifecycle economics (CAC:LTV ratios, payback periods)
- Play to win mindset: Bring a test/learn/ optimize point of view
- Channel Mastery: Proven experience managing integrated Email, SMS, and loyalty/referral and subscription programs.
- DTC Experience: Minimum 3-5 years managing retention for a high-growth subscription e-commerce brand.
Benefits- Hybrid working environment, with an office located in the heart of DUMBO with breathtaking views of Manhattan Bridge
- Year round early "summer Fridays"
- WiFi enabled rooftop
- Competitive medical benefit package
- Commuter benefits for parking & transit
- Competitive paid parental leave policy for qualifying employees
- Open vacation policy
- Dog-friendly office space
- 401k Tax Benefits
- Competitive compensation package
- Fully stocked kitchen with snacks (make sure to use your quip after snacking!)
- Your very own quip with employee discount packages
- The opportunity to help us make oral care more simple, effective and accessible!
