Retention Marketing Manager / Sr. Manager

Manager / Senior Manager, Email & SMS Channel Strategy

As the Manager / Senior Manager of Email and SMS Channel Strategy, you will play a pivotal role on a fast-paced, ambitious, and high-growth team. You will be hands-on in executing and optimizing a best-in-class Email and SMS program. This role requires strong project management and analytical skills, an entrepreneurial mindset with adaptability, and the ability to oversee day-to-day execution while collaborating with cross-functional teams to drive growth.

A successful candidate will be detail-oriented and action-driven, with a solid understanding of email and SMS marketing fundamentals. This role is based in NYC and reports to the Associate Director of Retention Marketing.

Job Description

• Support the development and execution of the strategy for email, SMS, and other emerging retention channels to drive customer engagement, retention, and revenue growth.
• Own the planning, coordination, and execution of the promotional calendar, including daily deals, gift-with-purchase (GWP) offers, and other key promotional initiatives, ensuring alignment with merchandising, creative, and brand teams.
• Collaborate closely with the website merchandising team to ensure flawless execution of promotions + gwp strategy, including proper setup, tracking, and reporting.
• Oversee day-to-day campaign operations : calendar management, segmentation, deliverable tracking, and performance reporting.
• Partner with internal teams to ensure promotional campaigns support broader product launches, revenue targets, and brand priorities.
• Develop and execute strategies to grow the email and SMS subscriber base, with a focus on improving opt-in rates and reducing churn.
• Establish and track program KPIs, reporting on daily, weekly, and monthly performance, and provide actionable insights for ongoing optimization.
• Build and manage testing roadmaps to improve all aspects of email and SMS campaigns, including creative, targeting, and timing.
• Collaborate with Lifecycle and Loyalty teams to nurture customer segments through personalized, automated messaging.
• Work cross-functionally with CX, creative, brand marketing, merchandising, and agency partners to align digital plans and drive cohesive execution.
• Stay current on industry trends, competitive landscape, and emerging technologies to bring innovative ideas to the program.
• Hands-on execution as needed within email and SMS platforms, including building campaigns, creating audience segments, and pulling reports.

Qualifications