Retention & Loyalty Marketing Manager
HybridOrem, Utah, United States
Job Summary
Own the annual retention and loyalty marketing calendar, aligning campaign timing with product launches, promotions, and seasonal moments. Lead personalized email and SMS campaigns across lifecycle journeys, from welcome series to win-back and re-engagement, while building and auditing automated flows to reduce churn and boost subscription upgrades. Use customer segmentation and behavioral data to drive relevant journeys, establish A/B testing frameworks, and track key performance metrics to generate actionable recommendations. Partner with Creative, Product Development, and Customer Experience to ensure on-brand messaging and identify churn signals. Drive subscription growth through targeted acquisition and win-back flows, ensuring compliance with CAN-SPAM and TCPA regulations. Compile performance summaries and reporting for the Director of Growth Marketing, translating data into clear narratives on program ROI and engagement trends.
Required Qualifications
- 5-7+ years of experience in retention, lifecycle, CRM, or loyalty marketing, ideally in DTC e-commerce or consumer products
- 2-3 years managing people and projects
- Proven experience managing lifecycle/loyalty programs across email, SMS, and related channels
- Strong analytical skills; comfortable interpreting performance data to drive decisions
- Proficiency in retention/CRM platforms (e.g., Klaviyo, Attentive, or similar)
- Working knowledge of email/SMS marketing compliance requirements (CAN-SPAM, TCPA)
- Strong Excel and PowerPoint/reporting skills
- Excellent written and verbal communication skills
- Highly organized with strong project management skills; able to manage multiple priorities in a fast-paced environment
- Experience collaborating cross-functionally and influencing without direct authority
Desired Qualifications
- Experience with subscription management platforms (e.g., Recharge, Bold, Skio) strongly preferred
- Familiarity with loyalty platforms (e.g., Smile.io, Yotpo, LoyaltyLion) a plus
- SQL or data visualization/BI tool familiarity a plus
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