Retention Manager

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We are a skincare and self-care for a life lived in motion. We are driven by a shared commitment to excellence and innovation. We are dedicated to delivering exceptional products and experiences, operating with a sense of thoughtful urgency to ensure impactful progress while maintaining integrity in our decisions. Our competitive spirit fuels our ambition to be the best in our field, and we cultivate a culture where creativity thrives, valuing diverse perspectives and innovative thinking.

We empower every team member to take ownership of their roles, fostering collaboration and trust throughout our organization. With a focus on excellence tempered by humility, we create an engaging and high-performing environment where everyone is encouraged to express themselves. Join us in our mission to be trailblazers in our industry, and help us make a meaningful impact together.

Our Retention Manager owns customer engagement, strengthens brand loyalty, and maximizes lifetime value. The ideal person for this role has a sharp analytical mind, a deep understanding of customer behavior, and a passion for crafting experiences that keep people coming back.

Reporting to the Director of Retention, you’ll work closely with digital, marketing, product, customer experience, and operations to develop and execute data-driven retention programs that reduce churn, increase repeat purchases, and build long‑term brand love.

• Manage all things retention—Email/SMS marketing channels, opt‑in strategies, membership program growth, subscription engagement, and personalized customer journeys.
• Owner of all Email/SMS campaigns end‑to‑end, including creative briefing and feedback, segmentation, personalization, dynamic content, and scheduling.
• Build, launch, and test retention flows with a focus on creative excellence and speed—constantly experimenting with targeting, copy, product data, creative, and timing to maximize impact.
• Utilize segmentation and predictive analytics to deliver personalized messaging and offers at key points in the customer lifecycle.
• Implement churn reduction strategies like proactive engagement, win‑back campaigns, and incentive programs.
• Collaborate with the Digital team to optimize the subscription and membership programs ensuring customer adoption and retention.
• Bridge the gap between high‑level retention strategy and daily execution by coordinating with marketing, product, customer support, and operations.
• Identify inefficiencies in retention workflows and implement process improvements to enhance efficiency and effectiveness.
• Work with data and analytics teams to track customer behavior, spot trends, and optimize retention tactics.
• Build and manage a testing roadmap to optimize email, SMS, and membership campaigns for peak performance.
• Provide clear written and verbal communication to align cross‑functional teams on retention initiatives.
• Manage timelines, prioritize initiatives, and ensure execution excellence across multiple projects.

• 3–5 years of experience in retention marketing, lifecycle marketing, CRM, or customer loyalty—ideally within a subscription‑based or e‑commerce brand
• Bachelor’s degree in Marketing, Business or equivalent experience
• Deep understanding of email/SMS marketing, industry best practices, including A/B testing frameworks, targeting and segmentation, and retention KPIs.
• Hands‑on experience with Klaviyo, Attentive, Postscript, Rivo, Figma, Shopify, and Recharge etc.
• Experience project managing directly in Figma.
• Expertise in deliverability tools, and email authentication protocols (SPF, DKIM, DMARC)
• Expert in managing list hygiene, segmentation, and targeting strategies
• Excellent cross‑functional communication skills, organization, and attention to detail
• Strong troubleshooting skills and comfort digging into technical issues.
• A commitment to fostering a culture of support and accountability
• Ability to thrive in a fast‑paced startup environment and flexibility to adjust plans as needed
• Excellent time management skills with a proven…