Manager, Retention & Lifecycle Marketing

Job Description

Job Description

Meds.com is a rapidly growing consumer technology firm operating a suite of healthcare businesses, including our flagship brands BlueChew & MOD. Our mission is to better patients' lives through innovative healthcare solutions. With a team of 350 professionals across various specialties, we've built scalable pharmacy, telemedicine, and e-commerce platforms using cutting-edge technology. As we continue our accelerated growth trajectory, we're launching new products to expand our patient base and accelerate growth. Join us in tackling exciting challenges at the intersection of healthcare and technology. 

Build the customer journey that drives long-term growth: 

We're building one of the fastest-growing direct-to-consumer healthcare brands in the country, and we're looking for someone to own one of the most important growth levers in the business: customer retention. Our customers don't stop interacting with us after their first purchase. Every message, every renewal, every product recommendation, and every touchpoint is an opportunity to build trust, increase lifetime value, and create an exceptional customer experience.

As our Manager, Retention & Lifecycle Marketing, you’ll own the strategy and execution behind the customer journey from first purchase through long-term loyalty. You’ll combine customer insights, compelling creative, experimentation, personalization, and automation to deliver the right message to the right customer at the right time.

This is a high cross-functional role that sits within the Creative Strategy team. You’ll partner closely with Growth Marketinbg, Creative, Product, Customer Experience, Analytics, and Engineering to build best-in-class lifecycle programs that strengthen customer relationships while driving measurable business growth.

Join our team in Austin, TX or Chicago, IL - we're looking for someone who truly values and enjoys working in the office, not just tolerates it. 

Responsibilities

What You’ll Own

• Own the end-to-end lifecycle marketing strategy across email, SMS, and other owned channels. 

• Build and optimize automated customer journeys that improve engagement, retention, renewal rates, and customer lifetime value. 

• Develop customer segmentation strategies that deliver personalized experiences at scale. 

• Create testing roadmaps across messaging, creative, timing, offers, channel mix, and audience segmentation. 

• Partner with designers, copywriters, and creative strategists to develop compelling lifecycle campaigns that strengthen customer relationships and increase revenue. 

• Analyze customer behavior to identify opportunities to reduce churn, increase repeat purchases, and improve subscription retention. 

• Lead lifecycle campaigns supporting onboarding, renewals, product launches, cross-sells, upsells, referrals, win-back initiatives, and loyalty programs. 

• Monitor and report on key lifecycle metrics including retention, renewal rate, churn, repeat purchase rate, engagement, unsubscribe rates, and customer lifetime value. 

• Collaborate with Product and Engineering to improve customer communications, automation, personalization, and the overall customer experience. 

• Continuously identify new opportunities to improve customer engagement through experimentation, data, and creative thinking. 

What Great Looks Like  

• You think beyond campaigns. 

• You think in customer journeys. 

• You understand that every message should have a purpose, and every interaction should strengthen the relationship between the customer and the brand. 

• You're equally comfortable building strategy, reviewing creative, analyzing performance, and identifying opportunities hidden within customer data. 

• You believe the best lifecycle marketing doesn't feel like marketing. It feels helpful, timely, relevant, and personal. 

• You love testing ideas, measuring outcomes, and continuously improving the customer experience. 

Qualifications 

• 4+ years of experience in lifecycle marketing, retention marketing, CRM, email marketing, or customer marketing. 

• Experience managing lifecycle programs for a subscription, DTC, e-commerce, consumer technology, or digital healthcare company. 

• Strong understanding of customer segmentation, personalization, lifecycle strategy, and marketing automation. 

• Experience building and optimizing automated customer journeys. 

• Must have experience with Braze.

• Strong analytical skills with the ability to translate customer insights into actionable marketing strategies. 

• Excellent project management and cross-functional collaboration skills. 

• Exceptional written communication skills and an understanding of conversion-focused messaging. 

• Comfortable managing multiple initiatives in a fast-paced, high-growth environment. 

Bonus Points  

• Experience in telemedicine, healthcare, wellness, or another regulated industry. 

• Experience with lifecycle marketing platforms such as Braze (certified), Iterable, Klaviyo, Customer.io, or Salesforce Marketing Cloud. 

• Experience with SMS marketing and omnichannel customer engagement. 

• Familiarity with A/B testing, experimentation frameworks, and customer research methodologies. 

• Experience with analytics platforms such as Mixpanel, Looker, Amplitude, or similar tools.