Loyalty & Retention Manager

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, has enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

We are looking for a Loyalty & Retention Manager to join us on a 12 month contract. This data-driven strategist will be responsible for developing and executing programs to reduce customer churn, increase customer lifetime value (CLV), and foster long-term brand loyalty. This role is central to improving the overall customer experience and driving sustained business growth.

The anticipated base salary for this position is $90,000 - $95,000. Due to this being a contract position, no benefits will be included.

Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

• Strategy Development: Develop, implement, and manage customer retention strategies aimed at enhancing customer loyalty and maximizing CLV.
• Loyalty Program Management: Design, optimize, and manage the end-to-end customer loyalty program, consistently adding rewards, challenges and loyalty exclusives that keep customers engaged.
• Data Analysis and Insights: Analyze customer data, purchase behaviors, and trends to identify key churn drivers, pinpoint at-risk customers, and uncover actionable insights to inform retention strategies.
• Targeted Campaigns: Design and implement targeted loyalty & retention campaigns, such as win-back offers, personalized perks, and sequenced, multi-wave automation campaigns to keep customers engaged.
• Cross-functional Collaboration: Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and positive customer experience across all touchpoints, from onboarding to post-purchase engagement.
• Performance Monitoring: Develop and track key performance indicators (KPIs) for all retention and loyalty initiatives, including churn rate, repeat rate, and customer satisfaction scores, reporting on program effectiveness to leadership.
• Process Improvement: Identify opportunities to streamline customer onboarding and product adoption processes to improve initial stickiness and reduce early-stage churn.
• Industry Expertise: Stay up-to-date on industry trends, new technologies (e.g., CRM tools like Salesforce, analytics platforms), and best practices in customer retention and loyalty.

• 3+ years of experience working in CRM, loyalty programming, and retention marketing
• Proven ability to analyze customer data and apply insights to practical, effective retention strategies.
• Proficiency in CRM systems (such as Salesforce) and analytics platforms (such as Google Analytics or Tableau).
• Demonstrated experience in managing customer loyalty programs and targeted marketing campaigns.
• Strong analytical thinking, solution orientation, and excellent communication skills.

We are a People first company that lives by our core values to…

✨ Play in the grey.

✨ Be the rabbit.

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging,…