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Retention Marketing Manager

Job title: Retention Marketing Manager
Contract type: Full-time
Location: Suwanee
Industry: Marketing
Remote: No
Reference: 429691
Contact name: Casey Broday
Job Published: January 01, 1970

Job description

PRIMARY RESPONSIBILITIES

•            Develop a strategic & synergistic plan re: how to profitably grow retention and customer loyalty and LTV, and partner with others in the business to achieve this plan

•            Using data and insights, define our most valuable consumer segments, mapping out user journeys and friction points and opportunities across all touch-points; work across the organization to optimize the journey

•            Partner with internal & external partners to optimize retention strategies across all programs including Loyalty, Subscription, Email Flows, SMS, and Sampling to help attain revenue targets and improve LTV & repeat customer rates

•            Work with brand and product teams to translate our mission, brand and product offering into a compelling marketing, product and content strategy for existing customers within CRM, loyalty, and other customer touch-points

•            Enhance implementation of automated lifecycle campaigns through segmentation based on purchase behaviors and customer data

•            Cultivate strong customer economics around repeat rates, frequency, AoV, ARPU, engagement, CLTV, churn prevention and champion a "let's grow LTV" mindset across the business

•            Regularly analyze campaign results; establish KPIs and goals to work towards. Profile weekly and monthly reports; Identify actionable next steps for improvement

•            Think of new innovative ways to encourage repeat shopping behaviors; A/B test to better understand and optimize across campaigns

•            Audit and re-platform our subscription program, while also evaluating, concepting and testing the feasibility of a complementary loyalty program

•            Collaborate with e-commerce, marketing, creative, operations, and third party agencies/vendors to scale successful retention & loyalty programs

•            Partner w/Finance team to manage P&L of all retention programs, including directing and overseeing forecasting, retention programs & cohort reporting, and business analysis

SMS & EMAIL

•            Manage the Email and SMS programming calendar from end-to-end, including working with marketing and ecom teams to establish a monthly calendar, creative briefing/feedback, execution within ESP/SMS platform, and feedback/reporting

•            Bring creative best practices to the table, while establishing a testing roadmap for all campaign emails & SMS

•            Manage end-to-end customer lifecycle program from the ground up, using trigger-based messaging (email / SMS / etc ) to increase lifetime value / LTV and reduce churn (currently handled via Wunderkind)

QUALIFICATIONS

•            Degree in Marketing Management, Advertising, Communications, or another related field (preferred)

•            Minimum 4 years of experience in a direct marketing, agency, or email marketing role

•            Solid understanding of the sales life cycle and customer journey

•            Comfortable working in a fast-paced, entrepreneurial environment with shifting priorities, and strong project management, time management, and organizational skills and managing projects

•            Ability to see the big picture and develop a long-term roadmap and strategy, while also being comfortable in the weeds, tackling all aspects of a project hands-on

•            Demonstrated ability to manage many concurrent campaigns and conceptualize data collection and segmentation strategies

•            Skilled in problem solving

•            Self-starter mentality

•            Strong communication skills – written and oral

•            Impeccable grammar, writing skills, and deep understanding of direct vs. indirect email copy

•            Ability to track, measure, and report on results of email marketing campaigns to determine ROI

•            Sufficient experience in marketing automation and content management systems

•            Excellent analytical skills and ability to provide actionable insights from data

•            Proven experience creating high-impact, unique marketing campaigns

•            Prior database management experience, preferably in a similar role

•            Familiarity with pertinent automation and performance evaluation software

•            Excellent project management skills specific to marketing

•            Outstanding copywriting and copyediting abilities

•            Ability to harness collaboration to produce well-crafted content

•            Drive, ingenuity, and gumption

•            Willingness to work extended hours to ensure that projects are completed, as needed

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