The Manager, Lifecycle & Retention - leads the strategy and execution of customer lifecycle marketing initiatives across the organization. This role is responsible for shaping how we engage with customers throughout their entire journey-driving acquisition, retention, loyalty, and re-engagement efforts that increase lifetime value and support sustainable revenue growth.
This individual is both a strategic thinker and a hands-on contributor with strong experience in CRM, segmentation, and marketing automation. A key thought partner, this role collaborates closely with cross-functional teams-including Brand Marketing, Digital, Merchandising, and Analytics-to ensure alignment of campaigns, messaging, and customer experience initiatives.
This Manager reports to the Director, Brand Marketing and plays a critical role in advancing Jordan's customer engagement strategy through data-driven insights and scalable lifecycle programs.
Key Responsibilities:- Define and drive the vision and roadmap for lifecycle marketing and customer relationship channels, ensuring a cohesive omni-channel strategy
- Own and evolve end-to-end lifecycle marketing programs across acquisition, onboarding, engagement, loyalty, and re-engagement
- Build and scale segmentation, personalization, and journey orchestration across Email, SMS, Direct Mail, and emerging platforms
- Leverage customer, behavioral, and transactional data to inform targeting, messaging, and campaign strategy
- Establish measurement frameworks, performance metrics, and testing strategies to continuously optimize lifecycle programs
- Partner with cross-functional teams including Brand, Digital, Merchandising, and Promotions to align lifecycle initiatives with business priorities
- Lead, coach, and develop the Lifecycle Marketing Specialist, providing clear direction and prioritization
- Identify and implement new tools, technologies, and best practices to enhance lifecycle marketing capabilities
- Ensure compliance with data privacy regulations and marketing best practices, maintaining customer trust and data integrity
- Manage intake, prioritization, and execution of lifecycle initiatives to ensure timely delivery and high-quality outcomes
Qualifications:- Bachelor's Degree or equivalent experience
- 6+ years of experience in lifecycle, CRM, or retention marketing
- Strong experience building and executing lifecycle marketing strategies across multiple channels
- Experience with CRM, CDP, and marketing automation platforms (including Klaviyo or similar tools)
- Strong understanding of segmentation, personalization, and customer journey strategy
- Proven ability to use data and insights to drive campaign performance and measurable results
- Experience leading or mentoring team members
- Strong organizational and project management skills with the ability to manage multiple priorities
- Excellent collaboration, communication, and influencing skills
- Demonstrated ability to work effectively with cross-functional teams and diverse groups
Pay Range: $100,000.00 - $125,000.00 per year.
We share our pay range because transparency matters. This reflects what we reasonably expect to pay for this role based on experience and performance.
