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Posted: Wed Jan 31 2024

Manager, Email and Retention

San Francisco , CA
Per Hour

Direct Hire

Seeking an experienced Retention Manager to oversee and execute all email and SMS campaigns and lead brand’s retention and customer engagement strategies. 

You will be Responsible for
  • Oversee customer retention programs to drive engagement, CLTV, and loyalty and deliver “returning customers” goals and revenue
  • Manage and grow our email and SMS marketing programs
  • Define and execute daily/weekly email/SMS calendar in alignment with the company’s marketing calendar to achieve revenue goals and by engaging customers with targeted, relevant content
  • Define and manage customer segmentation, and execute targeted tactics by segment to increase engagement, value, retention
    • Design and manage sign up flows
    • Design and manage post-purchase, post sign up flows
    • Design and execute lapsed/lost customer reactivation flows
    • Design and execute VIP/high value customer engagement flows
    • Design and execute cross sell flows
  • Analyze and provide insight into customer behavior in collaboration with the E-Commerce Analyst
  • Report on list growth, weekly/monthly email performance, subscribers and customer database performance, cohort, and testing results
  • Partner with the Brand Marketing Manager to help build compelling storytelling for email/SMS and direct mail
  • Define, manage, and execute VIP/Loyalty programs/CRM programs

What We’re Looking For
  • 5+ years as Retention, Email Marketing or CRM Manager
  • Proven ability to design and execute campaigns directly within an email platform
  • Hands-on experience improving retention and hitting KPI’s such as:  list growth, retention rate, customer lifetime value, repeat revenue contribution, revenue per customer growth
  • Excellent understanding of data, analytics, cohort model, retention metrics, segmentation
  • Experience with web analytics reporting tools (e.g., Google Analytics / GA4)
  • Bachelor’s degree in related field or equivalent experience


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