Retention Marketing Specialist

Retention Marketing Specialist / Manager

Location : Highland Park, CA

Job Type : Full-Time

3x a week Hybrid in Office

Overview

As our Retention Marketing Specialist / Manager , youll own the full lifecycle of our existing customers building strategies and programs that increase repeat purchase, reduce subscription churn, and re-engage lapsed users. The main focus of this role is to optimize the Lifetime Value of a customer. Youll blend creative CRM thinking with analytical rigor to improve retention KPIs across email, SMS, Subscription, Membership, and owned channels. This role sits within the Growth team and partners closely with Creative, Design, Operation, and Product teams to ensure that every touchpoint drives deeper brand love and customer value, which translates into increased LTV.

Responsibilities

• Conceptualize, develop and execute retention campaigns that drive repeat purchase, subscription renewal, and customer lifetime value
• Manage CRM programs (email, SMS, loyalty, push) with clear customer segmentation, testing, and performance measurement
• Analyze churn drivers across all touchpoints - including initial acquisition product and payment format - and create targeted win-back strategies for lapsed and at-risk customers and subscribers
• Drive higher subscription repeat across the business and thus grow subscription as a % of total revenue
• Track purchase cohorts across time, product, marketing channel, and other identifiers to monitor LTV health, and suggest upstream optimizations to marketing team
• Partner with Data & Product to identify behavioral triggers and develop personalized communications that drive brand engagement
• Collaborate with Creative and Design teams for email and owned communication channels
• Utilize your deep understanding of retention metrics, including repeat purchase rate, churn rate, order frequency, active subscriber base, and CRM performance, in order to optimize and extend LTV
• Design and run A / B tests across messaging, cohorts, and promotions to continually improve customer performance

Qualifications

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