The Sr. Manager of Retention will lead efforts to increase customer loyalty and lifetime value through effective retention strategies. This role will develop and implement lifecycle marketing to engage customers throughout their journey using email, SMS, and loyalty strategies. You will play a key part in shaping the customer experience, reducing churn, and driving business growth.
KEY RESPONSIBILITIES:
- Retention Campaign Execution: Collaborate with brand, creative, and e-commerce teams to develop and execute lifecycle marketing campaigns that align with business goals and drive engagement and retention.
- Email & SMS Management: Own the strategy, calendar, and execution of email and SMS communications, including segmentation, deliverability, and optimization to maximize performance.
- Customer Insights & Segmentation: Use customer data to create targeted campaigns for key lifecycle stages, including onboarding, win-back efforts, loyalty, and subscribers.
- Data Analysis & Reporting: Track and report retention KPIs including churn, reorder rates, and LTV. Provide insights and recommendations for continuous improvement.
- A/B Testing & Optimization: Lead testing of subject lines, messaging, creative assets, and offers to boost campaign effectiveness.
- List Growth & Churn Reduction: Expand retention lists (SMS and email) and implement strategies to reduce churn, enhancing customer LTV and retention.
- Loyalty Program: Manage and optimize loyalty program to strengthen customer relationships and retention.
- Industry Trends: Stay up-to-date on trends, best practices, and emerging tools in digital marketing to refine lifecycle marketing strategies.
- Partnerships & Collaboration: Manage relationships with external partners and agencies to support retention efforts.