Sr. Manager, Customer Retention

Job Title:

Sr. Manager, Customer Retention

Salary: $90,000 -$120,000

Department:
Digital & Growth

Manager: VP, Growth

The Sr. Manager, Customer Retention at Haus Labs leads the strategy, day-to-day planning, and optimization of the Customer Retention program with full ownership of email and SMS channels, direct mail, and loyalty initiatives. This role is responsible for increasing the lifetime value of customers while nurturing them through their lifecycle. This role partners across teams to strategize, plan, and deploy campaigns, promotions, and customer lifecycle initiatives to drive financial performance.

The Sr. Manager, Customer Retention will also optimize and launch automated, relevant behavior-based email and SMS triggers to drive customer growth. This position collaborates with and manages 3rd party platforms/partners such as our ESP (Email Service Provider), SMS provider, and email agency. In addition, the role is responsible for customer and channel forecasting and reporting, providing actionable insights that drive performance and inform strategy.

• Channel Ownership and Performance:
  Own email, SMS, loyalty, and direct mail channels; drive measurable improvements in repeat customer KPIs, achieve financial targets, and meet customer-level goals through data-driven strategies.
• Planning and Road mapping:
  Develop and maintain a comprehensive calendar, roadmap, and learning agenda for retention programs, including email, SMS, direct mail, loyalty, and customer lifecycle initiatives.
• Performance Monitoring:
  Track, analyze, and report on campaign metrics weekly and monthly, providing actionable insights to inform strategy and optimize performance.
• Partner and Platform Management:
  Lead third-party platforms and partners (e.g., email/SMS providers, direct mail vendors, loyalty tools, and agencies) and oversee daily support and projects.
• Strategy Development:
  Create and optimize email and SMS strategies to support product launches, retention, loyalty, segmentation, and lifetime value growth; implement cross-sell, upsell, and loyalty programs to increase repeat purchases and deliver exceptional customer experiences.
• Execution and Deployment:
  Set up, schedule, and deploy email/SMS programs with flawless execution and on-time delivery, supported by third-party agencies; build automated email roadmaps for key lifecycle touchpoints.
• Creative
  
  Collaboration:
  
  Submit strategic creative briefs for campaign assets and copy; work cross-functionally with design and content teams to define requirements and bring strategies to life.
• Process Optimization:
  Establish brand best practices for campaign strategy and asset requests; develop new processes to enhance cross-functional collaboration; maintain email/SMS list health, deliverability, and compliance with CAN-SPAM and GDPR.
• Testing and Innovation:
  Lead A/B testing roadmaps to refine campaigns, boost engagement, and improve financial outcomes; evaluate and launch new channels and programs to improve performance.
• Cross-Functional Support:
  Assist the eCommerce team with site content QA and campaign launches as needed, ensuring seamless integration across channels.

• 5+ years of experience in eCommerce or digital marketing for a high growth consumer brand.
• Strong experience managing and optimizing multi-channel retention programs (email, SMS, loyalty, direct mail) in a fast-paced environment.
• Proven success driving strong growth for CRM channels.
• Demonstrated success collaborating with creative, design, and cross-functional teams to execute campaigns effectively.
• Ability to prioritize and manage multiple complex projects simultaneously, with impeccable attention to detail.
• Excellent verbal and written communication skills, paired with high adaptability and a passion for continuous learning.
• Required:
  
  Experience with Klaviyo (ESP);
  Preferred:
  Attentive (SMS platform).
• Familiarity with Shopify/Shopify Plus or similar CMS platforms.
• Knowledge of email deliverability best practices, CAN-SPAM, GDPR, and basic HTML coding.
• Flexibility to work PDT business hours, with occasional support for off-hours campaign launches.

• At Haus Labs,…