Customer Retention Marketing Manager

We are a fast growing telemedicine company on a mission to help men improve their confidence and quality of life through convenient online access to prescription wellness solutions delivered straight to their door. Featured on major networks including NBC, ESPN, FOX, and ABC, we have proudly served more than 5 million customers and earned LegitScript certification for trusted online pharmacy practices. Joining our team means contributing to a brand that blends cutting edge healthcare technology with bold marketing while making a meaningful impact on customers nationwide.Position OverviewWe are seeking a results-driven Retention & Lifecycle Marketing Manager to own and optimize the customer lifecycle across email and CRM channels. This role will design and execute retention strategies, lifecycle campaigns, and automated journeys that increase customer lifetime value, reduce churn, and deepen engagement. The ideal candidate combines strategic thinking, hands-on campaign execution, and data-driven experimentation to continually improve retention performance for a subscription-driven DTC/ecommerce business (digital health experience is a plus).Key ResponsibilitiesDesign and own end-to-end lifecycle marketing strategy across onboarding, activation, engagement, retention, and winback stages to maximize customer lifetime value and reduce churn.Plan, build, and execute high-volume and personalized email campaigns and automated journeys (welcome, onboarding, transactional, replenishment, re-engagement, churn mitigation).Segment audiences and develop targeted messages based on behavioral triggers, lifecycle stage, RFM, and propensity modeling.Lead experimentation and A/B testing programs to optimize subject lines, creative, cadence, send time, offers, and personalization strategies.Collaborate with product, growth, analytics, content, and design teams to coordinate campaigns, offers, and product-led retention initiatives.Implement and maintain SMS programs in coordination with email campaigns to create cohesive omnichannel lifecycle experiences (where applicable).Use analytics and dashboards to monitor KPIs (churn rate, retention rate, LTV, repeat purchase rate, ARPU, open/click rates, conversion), interpret results, and recommend actionable improvements.Manage CRM and marketing automation platforms (e.g., Klaviyo, Braze, Iterable, Customer.io), ensure data hygiene, and coordinate with engineering/BI for tracking and instrumentation.Oversee campaign QA, deliverability best practices, suppression lists, CAN-SPAM/GDPR compliance, and list growth/segmentation hygiene.Create recurring reporting, executive summaries, and presentations to communicate program performance, insights, and roadmap priorities.QualificationsRequired: 4+ years experience in lifecycle/retention marketing, CRM, or email marketing roles with demonstrable impact on retention or revenue.Required skill: Deep knowledge and hands-on experience in Lifecycle Marketing designing funnels, journeys, and retention programs.Required skill: Strong expertise in Customer Retention strategies and frameworks, with a track record of reducing churn and improving LTV.Required skill: Prior experience with Subscription businesses, DTC and ECommerce models, or Digital Health products.Required skill: Advanced Email Marketing skills (segmentation, deliverability, personalization, automation), and familiarity with major ESPs/CRMs.Experience with A/B testing and conversion optimization to drive measurable improvements.Strong analytics skills: experience with reporting, cohort analysis, and basic SQL or working knowledge of analytics tools (GA4, Looker, Tableau, or similar).Proven ability to collaborate cross-functionally with product, engineering, design, and analytics teams and to translate data into clear, actionable plans.Excellent written and verbal communication skills and strong project and stakeholder management abilities.Nice-to-have: SMS Marketing experience and familiarity with omnichannel messaging orchestration.Nice-to-have: Hands-on experience running A/B tests and experimentation frameworks and advanced analytics to measure outcomes.Bachelors degree in Marketing, Business, Analytics, or related field (or equivalent experience).