A pre-launch start-up in the personal care/household cleaning space. We are backed and led by an experienced team of DTC, Personal Care, and Apparel executives with expertise in launching and rapidly scaling global brands.

CRM & Retention Manager

February 10, 2021
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About the Role:

As the Senior Manager of CRM and Retention, you will own and be responsible for developing and driving programs that enhance the customer experience, increase lifetime value, maximize word of mouth, and reduce subscription churn rate. You will drive the vision for customer retention and work across the organization to bring ideas to life. You will own the development of and execution of all lifecycle marketing initiatives, including email, SMS, push notifications, subscription, and all loyalty programs. We are looking for a builder who is customer-obsessed and hyper-analytical, with a positive, entrepreneurial spirit. This role will report to the Chief Revenue Officer and will work cross-functionally within the organization to evolve our products, brand, and community.

What You Will Do:

• Build the foundation of our customer communication and lifecycle marketing across email, SMS, and other owned channels

• Drive the vision for our retention and loyalty efforts. You will work across the organization to develop a robust retention marketing roadmap

• As the company grows, hire, train, and retain a best-in-class CRM & Retention

• Architect targeted client communications (e.g. email trigger flows, site pop-ups, SMS, push, etc.) based on insights and deep understanding of our customer journey

• Identify and work cross-functionally to pursue product, marketing, and customer service opportunities that better engage customers along their journey and increase LTV; this could include new products, pricing adjustments, and operational improvements

• Drive subscription revenue and develop innovative strategies to reduce subscription churn and reactivate lapsed customers

• Develop and implement improvements across the entire customer lifecycle focused on driving lead generation, conversion, retention, and purchase behavior

• Utilize a test-and-learn approach to quickly optimize and rapidly scale our retention and loyalty efforts to establish them as a key driver of business growth

• Develop, oversee, and optimize our loyalty & community program

• Manage external agency and vendor relationships related to all CRM and retention efforts

What You Bring to the Table:

• 6+ years of experience in digital marketing with a focus on retention, engagement, and/or loyalty

• Early-stage start-up experience and the ability to think strategically

• Experience building a loyalty strategy and executing on that strategy to generate measurable gains in customer retention

• Ability to execute on today's challenges while maintaining a forward-thinking mindset around where we will be six months, a year, and several years from now

• Willingness to roll up sleeves and get into the weeds as we set up teams, channels, and processes to scale

• Prior experience in a DTC subscription business is a bonus

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