Senior Manager of Retention
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Job Description
Senior Manager of Retention at a health-focused company owning full customer lifecycle and optimizing retention strategies through various channels.
Responsibilities:
- Own Klaviyo: segmentation, flows, testing, reporting, and performance.
- Manage calendars and execution for all lifecycle campaigns—product, promo, retention.
- Lead voice memo SMS campaigns and test new formats to boost loyalty.
- Collaborate with internal team.
- Oversee creative and strategic execution of direct mail efforts.
- Drive retention: winbacks, churn mitigation, loyalty, upsell, and save strategies.
- Partner with Marketing to evolve offerings, optimize onboarding, and personalize subscriber experiences.
- Map and optimize customer journeys across touchpoints.
- Deploy behavioral segmentation to align messaging with customer needs.
- Track key KPIs (LTV, churn, deliverability, subscription health, etc.).
- Translate findings into action across marketing, CX, and product teams.
Requirements:
- 4-6+ years in retention, lifecycle marketing, CRM, or subscription growth for e-commerce or consumer brands.
- Deep Klaviyo expertise, segmentation, deliverability, dynamic flows, analytics.
- Ability to “get a little dangerous” in Shopify.
- Familiarity with a retention tech-stack: SMS, subscription platforms, and Direct Mail.
- Strong command of retention metrics: LTV, CAC:LTV, churn, cohorts, repeat rate, subscription KPIs.
- Analytical — proficiency in Excel/Sheets and comfort working with dashboards or BI tools.
- Proven experience scaling retention programs in a high-growth DTC environment.
- Experience managing or mentoring another marketer.
- Comfort using AI to speed up workflow and experimentation.
- Exceptionally organized, detail-oriented, and operationally strong.
Benefits:
- Health insurance
- Retirement plans
- Professional development
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