Retention Marketing Manager

About the job

Our client is one of the fastest-growing cosmetic companies in the market today. Based in New York City, we're a family-run business developing global beauty brands that deliver real-world solutions for a diverse consumer base.

We're looking for a Retention Marketing Manager to join our team! They will be responsible for building, scaling, and optimizing our full CRM and retention ecosystem across .com, Amazon, and TikTok Shop. You'll own email and SMS programs, and collaborate cross-functionally to build and grow our loyalty and subscription program through strategic CRM initiatives, ensuring alignment with overall digital and brand strategy. You'll be mapping customer journeys, developing automated lifecycle programs, optimizing onsite experiences, and partnering closely with our creative, brand, and ecommerce teams to execute retention campaigns that surprise, delight, and convert.

You'll lead execution across segmentation, builds, QA, reporting, and automation optimization, delivering clear insights and performance-driven recommendations that drive engagement, repeat purchase, and customer lifetime value. You are motivated by understanding and capturing the full value of any customer, regardless of the channel in which they transact. The ideal candidate blends analytical thinking with a deep understanding of beauty consumer behavior, has experience scaling DTC brands, and thrives in a fast-paced, test-and-learn, start-up environment.

This role reports to the Head of Marketing.

Salary Range: $110,000-$120,000 plus bonus and benefits

This role is Monday-Thursday in-office with Fridays WFH.

What You'll Do:

CRM & Retention Strategy

• Develop and execute comprehensive retention and lifecycle marketing strategies to drive customer engagement, repeat purchases, and subscription growth as well as loyalty and referral growth
• Build and manage the CRM campaign calendar for all channels, coordinating timing, segmentation, and content across all retention campaigns, ensuring alignment with overall digital strategy and goals for each channel
• Manage campaign ideation and planning, including messaging concepts, target audiences, and multi-channel execution
• Oversee automation refreshes, optimizations, and new development for CRM programs on both channels, collaborating closely with creatives, developers, and technical teams to ensure flawless execution
• Maintain full ownership of CRM tech stack, from budget oversight and list hygiene to tool performance evaluation and identifying new platform opportunities
• Stay up-to-date on beauty industry trends, CRM best practices, and lifecycle marketing innovations.

Campaign Execution & Ecommerce Collaboration

• Project manage CRM campaigns and list growth initiatives end-to-end, coordinating with copywriters, designers, developers, software platforms, and other contributors to ensure timely and accurate execution of all assets (you'll be briefing, editing, and giving feedback)
• Partner cross-functionally with brand marketing and creative leads and our external CRM agency to ensure campaigns align with retention and loyalty goals and are executed seamlessly, ensuring content aligns with brand voice and drives action
• Own the full execution and performance reporting of retention campaigns; analyze results to optimize campaigns and improve engagement, repeat purchase, and customer lifetime value
• Partner with channel owners across .com, Amazon, and TikTok Shop to support cross-channel campaign initiatives, including product launches, promotional campaigns, feature rollouts, and other site updates

Reporting & Data Analysis

• Partner with data analytics team to deeply understand our cohorts, LTV, and customer journey, and use those insights to power strategic decision making
• Compile, analyze, and report on CRM campaign performance and other retention KPIs weekly, monthly, and as-needed
• Own retention-focused metrics including repeat rate, churn rate, LTV, time between purchases, and engagement metrics
• Provide actionable insights to optimize campaigns, flows, and overall CRM strategy
• Maintain a clean, healthy, privacy-compliant database

About You:

• 4-5 years of experience in CRM, email/SMS, or retention marketing (preferably in the beauty, skincare, or CPG space)
• Strong understanding of customer segmentation, personalization, and lifecycle marketing strategies
• Track record of driving measurable, sustainable growth via CRM and lifestyle marketing strategies
• Strong, hands-on proficiency with Klaviyo, Figma, Shopify, and Google Analytics (GA4) (Tableau, Triple Whale, Attentive all a plus)
• Proven ability to use data to drive decisions and optimize performance
• Experience working in high-growth startup environments
• Comfortable managing and collaborating with external agencies and internal teams toward growth KPIs
• Excellent project management skills; comfortable juggling multiple launches and campaigns
• Analytical thinker with strong reporting, forecasting, and A/B testing capabilities
• Experience with loyalty programs or subscription platforms and models, and growing those programs via CRM strategies
• Incredible attention to detail (you should be detail-obsessed and have a keen design eye)
• Entrepreneurial spirit (self-starter, collaborative, and excited to build and get it done)
• Proactive, requiring little direction, takes responsibility