Job description
We’re working with a superfood supplement that’s rethinking the paradigm of immune health!The Role:
As the Director of Retention Strategy you’ll uncover strategic insights, evangelizing retention and customer-first decisions, and proactively identify and communicate retention trends on a regular basis to support our subscription, retention and loyalty programs.
Responsibilities:
- Lead lifecycle strategy and manage daily execution across lifecycle marketing channels such as email, SMS and loyalty programs to directly impact key business objectives such as customer experience, customer acquisition, retention, and lifetime value
- Develop customer segmentation strategies to improve targeting and personalization of our campaigns
- Implement all aspects of the owned channel email deployment process, from pulling audiences, uploading content, QA, launch, and monitoring email deliveries
- Create and monitor a robust set of KPIs that allow us to analyze engagement across the patient journey. Use emerging insights to recommend and introduce new channel strategies that enable us to communicate effectively with customers, reduce churn and
retain customers
- Develop new and improve existing automated campaigns to deliver personalized content throughout the lifecycle. Conduct A/B tests on marketing campaigns to determine the most effective strategies and messaging.
- Build a robust and innovative email & SMS strategy that focuses on personalized messaging, churn prevention and lifecycle campaigns to drive demand and list growth
- Implement strategies to grow loyalty enrollment while maintaining engagement across all cohorts.
- Own loyalty marketing calendar in partnership with brand and digital marketing for all loyalty campaigns.
- Identify actionable business cases for high value retention opportunities, including segmentation and targeting test strategies to engage users with a combination of content and user experience across web & app touchpoints
- Proactively communicate performance on retention KPIs and goals with the business, inclusive of the executive team
- Identify trends, risks, and recommendations to leadership and cross-functional teams, in order to adjust operational strategies in real-time and support the development of new retention initiatives
- Work cross-functionally, partnering with multiple teams across the business to execute our Retention efforts, including: Consumer Insights, Analytics, Product, Marketing Channel Owners, Product Marketing, Operations, Customer Experience, and more
- Excel at project management to ensure projects move forward on time and with minimal friction from all stages from pre to post launch
Skills/Qualifications:
- The ideal candidate will have at least 5 years of experience in retention or customer strategy, a strong business intuition, possess a love of problem solving, and a proven track record of maintaining high output and growing effective customer-focused retention programs in a fast paced environment
- Relevant work experience in retention, business strategy, customer marketing, marketing strategy, or analytics with proven ability to develop successful retention marketing strategies and results
- Deep interest in research and data analysis, with a proven track record of drawing actionable insights from raw data, inclusive of Excel (or equivalent data visualization tools)
- Direct Retention-focused Analysis or Marketing experience identifying and monitoring key performance indicators
- Self starter and naturally curious mindset with a hunger to dig into problem solving
- Strong cross functional relationship builder
- Excellent project management and prioritization skills and strong attention to detail with the capability to work on multiple campaigns/initiatives simultaneously
- Outstanding communication and ability to problem solve with minimal guidance in a fast-paced, deadline-driven, and team-oriented environment
- Ability to drive projects forward in an environment that could lean ambiguous
- Has a bias for action and are willing to move through the clutter to get to an output quickly and efficiently
