Senior Manager of Retention

Role Description

We’re hiring a Senior Manager of Retention to own the full customer lifecycle, from first purchase through long-term loyalty, across email, SMS, subscriptions, direct mail, post-purchase flows, winbacks, and beyond.

We're not even two years old, yet our owned channels are scaling at a rate rarely seen in CPG:

• $20M+ in revenue driven from email + SMS
• Nearly $1M in MRR from subscriptions, launched earlier this year

Your mandate:

• Grow our email list to 1 million engaged and passionate real-food subscribers
• Scale our subscription program into one of the strongest in the category

This role is both strategic and operational. You will work closely with our Director of Marketing and Director of Growth to develop the lifecycle roadmap, performance targets, campaign calendar, and experimentation plan for retention.

At the same time, you're not afraid to get hands-on:

• Building tests
• Constructing segmentation logic
• Optimizing flows
• Pulling data
• QA’ing campaigns
• Jumping in alongside a Designer, Email Coordinator, or Executive Assistant whenever needed

You should live and breathe Klaviyo, understand retention levers like LTV, churn signals, CAC:LTV, and cohort behavior, and thrive in an environment where we create hypotheses, test them, review learnings, and operationalize quickly.

Qualifications

• 4-6+ years in retention, lifecycle marketing, CRM, or subscription growth for e-commerce or consumer brands
• Deep Klaviyo expertise, segmentation, deliverability, dynamic flows, analytics
• Ability to “get a little dangerous” in Shopify — not a developer, but comfortable navigating themes, apps, templates, and basic troubleshooting
• Familiarity with a retention tech-stack: SMS (we use Postscript), subscription platforms (we use Luna), and Direct Mail (we use PostPilot)
• Strong command of retention metrics: LTV, CAC:LTV, churn, cohorts, repeat rate, subscription KPIs
• Analytical — proficiency in Excel/Sheets and comfort working with dashboards or BI tools like Triple Whale
• Proven experience scaling retention programs in a high-growth DTC environment. Bonus if it’s a CPG, wellness or food brand
• Experience managing or mentoring another marketer (e.g., coordinator or specialist)
• Comfort using AI to speed up workflow and experimentation
• Exceptionally organized, detail-oriented, and operationally strong

Responsibilities

• Email, SMS & Direct Mail
  • Own Klaviyo: segmentation, flows, testing, reporting, and performance
  • Manage calendars and execution for all lifecycle campaigns—product, promo, retention
  • Lead voice memo SMS campaigns and test new formats to boost loyalty
  • Collaborate with internal team (coordination, design, QA), with the ability to execute solo when needed
  • Oversee creative and strategic execution of direct mail efforts
• Subscription Growth
  • Drive retention: winbacks, churn mitigation, loyalty, upsell, and save strategies
  • Partner with Marketing to evolve offerings, optimize onboarding, and personalize subscriber experiences
  • Use data (cohort analysis, predictive models) to identify opportunities for LTV growth
• Lifecycle Strategy
  • Map and optimize customer journeys across touchpoints—onboarding, loyalty, reactivation, etc.
  • Deploy behavioral segmentation to align messaging with customer needs
  • Run experiments across messaging, offers, and flow timing
• Analytics & Insights
  • Track key KPIs (LTV, churn, deliverability, subscription health, etc.)
  • Translate findings into action across marketing, CX, and product teams
  • Proactively identify trends, risks, and opportunities