We're Looking For A: Manager, Retention MarketingLocation: Hybrid (Woodland Hills, CA)
What You'll Be Doing: The Retention Manager will serve as the strategic and operational lead for all customer retention, lifecycle marketing, and Customer Lifetime Value (LTV) initiatives across our Women's Health & Beauty brand portfolio. Reporting directly to the Associate Director, Growth Marketing, this role owns the end-to-end post-purchase ecosystem - including email/SMS lifecycle marketing, subscription churn reduction, loyalty/rewards programs, unboxing customer experience, and re-engagement campaigns. The Retention Manager leads a dedicated team to maximize repeat order revenue, increase customer retention rates, and turn first-time buyers into high-LTV repeat customers across all BU brands.
Holistic Retention & LTV Strategy- Own overall BU retention metrics: 30/90/180/360-Day Cohort LTV, Repurchase Rates, Subscription Churn, Active Subscriber Retention, and Repeat Contribution Margin.
- Develop multi-channel post-purchase retention strategies spanning Email, SMS, Direct Mail, Loyalty/VIP Programs, Custom Inserts, and Customer Portal Experience.
- Lead subscription optimization strategies (e.g., skip/swap features, delivery frequency options, surprise-and-delight perks, and churn prevention flows) to extend active subscriber lifetimes.
- Partner with Associate Director, Offer Managers and Brand Managers to design back-end cross-sell, bounce-back offers, and bundle upgrades that seamlessly build upon front-end acquisition offers.
Lifecycle Marketing & Automated Flow Management - Oversee and continuously optimize automated lifecycle journeys across Email and SMS (Welcome Series, Post-Purchase Education, Replenishment Reminders, Subscription Onboarding, Win-Back, and VIP Loyalty Tiers).
- Manage the weekly/monthly broadcast campaign calendar for email and SMS across all portfolio brands.
- Direct Email Ops Specialist on campaign build, deployment QA, deliverability health, and inbox placement across ESP platforms.
- Lead A/R Specialist on retention operational workflows, subscription account maintenance, failed payment recovery (dunning), and post-purchase customer touchpoints.
Customer Experience & Cross-Functional Alignment - Partner with Customer Service to analyze escalation feedback, product return drivers, and churn reasons to build cancel/save and proactive post-purchase educational campaigns.
- Work with Creative to brief direct-response email/SMS copy, video tutorials, usage guides, and post-purchase graphic assets.
- Collaborate with the Associate Director of Digital Experience & Community to integrate user-generated content (UGC), customer reviews, and organic social trends into retention touchpoints.
Analytics & Experimentation - Conduct rigorous A/B testing across messaging angles, offer structures, delivery timing, channel mix (Email vs. SMS vs. Direct Mail), and landing page layouts.
- Deliver weekly/monthly executive dashboards tracking Repeat Revenue Share, Cohort Payback Metrics, LTV Curves, and Retention Campaign ROI across all brands.
Qualifications (Note: We strongly encourage you to apply even if you don't tick ALL of these boxes.):- Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in beauty/health CPG.
- Strategic leader who balances high-level cohort analysis with hands-on operational oversight of team deliverables.
- Excellent cross-functional collaborator capable of bridging growth metrics with creative, community, and customer service teams.
- Bachelor's Degree in Marketing, Business, Communications, or a related field (or equivalent practical experience).
- 5+ years of dedicated, hands-on retention, lifecycle, and customer marketing experience within a high-volume direct-to-consumer (DTC) e-commerce environment.
- 2+ years of direct people management experience overseeing specialists, coordinators, or operations leads (managing 2+ FTE direct reports).
- Proven success managing holistic retention initiatives beyond email/SMS, including subscription management, customer loyalty programs, direct mail, and churn reduction strategies.
- Deep working knowledge of enterprise ESPs (Klaviyo), SMS marketing tools (Attentive), and subscription platforms.
- Strong analytical background with a proven track record analyzing cohort economics, LTV curves, subscription churn metrics, and repurchase rates.
- 3+ years of retention strategy specifically within the Health, Beauty, Skincare, or Wellness DTC verticals. (preferred)
- Demonstrated experience managing and scaling retention for a 10,000+ active subscriber base. (preferred)
- Background in direct-response copy frameworking and conversion rate optimization (CRO) for post-purchase upsell pages. (preferred)
- Proficiency with e-commerce analytics and BI platforms (Google Analytics/GA4, Shopify Plus, Looker, etc). (preferred)
Golden Perks & Benefits: - Comprehensive Healthcare Coverage - We cover 100% of premiums for employee-only medical, dental, and vision plans.
- Bonus Opportunities - Earn more with both annual and monthly bonus programs tied to performance.
- Investing in Your Future - We match up to 3.5% of your 401(k) contributions and offer a company-sponsored Employee Stock Ownership Plan (ESOP), helping your retirement savings grow alongside the company. Learn more.
- Work-Life Balance - Start your first year accruing up to 15 days of vacation, plus 6 paid sick and mental health days.
- Well-Being Support - Take advantage of our Employee Assistance Program, company closure dates, free weekly yoga and meditation classes, and expanded mental health benefits-we take a holistic approach to your well-being.
- Career Growth - Grow with us through our mentorship program, continuous learning opportunities, and performance-based pay increases designed to help you advance.
- Make an Impact - Give back through our charity sponsorships. Together, we've donated over $9 million to communities worldwide.
- Additional Benefits - Cell/internet reimbursement, free employee products, annual events, and more!
To read more about our Perks & Benefits, click here.
The base salary range is $99,000 - $123,800, plus annual & monthly KPI bonus potential.
The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.
