Senior Brand Manager — Hair Health & Loyalty Growth

Drive customer loyalty and lifetime value (LTV) for SRI Labs — a premium hair health brand built around tools, shampoos, sprays, and solutions that genuinely improve hair health, especially for thinning and damage.

This role exists to deeply understand our customer, own the brand experience across every touchpoint, and ensure our product pipeline and brand strategy are rooted in real customer insight and market intelligence.

What You'll Own

Customer Loyalty & LTV

• Track and improve key metrics: LTV, retention, AOV, sell-through by product, cohort purchasing behavior
• Map and improve every post-purchase touchpoint to create the best customer experience in the hair care industry
• Conduct post-launch customer outreach and 30/60/90 day product-specific post-mortems
• Identify the brand's most loyal customers (the "whales") and develop strategies to deepen those relationships
• Ongoing competitor, brand, product, and trend analysis
• Performance analysis: LTV, AOV, retention benchmarks vs. category
• Translate insights directly into brand positioning and product pipeline decisions

Customer Journey — SRI Specific

• Map every customer touchpoint (pre-purchase through retention)
• Maintain active communication loops with customers, partners, and influencers
• Implement feedback systems: post-purchase surveys, social listening, review analysis
• Own the customer feedback >> product ideation loop
• Lead in-house ideation sessions grounded in market and competitor research
• Contribute to branding strategy and merchandising strategy for new products
• Note: Supplier sourcing, product development, project management, website builds, and marketing content creation sit with other teams

Brand Strategy

• Define and maintain how SRI Labs shows up across all channels: social media, website, print, packaging
• Lead and appear in educational video content (you are a face of the brand's expertise)
• Ensure brand aesthetic, voice, messaging, and packaging design are consistent and on-brand
• Contribute customer and market insights to the creative strategy team

What Success Looks Like

Days 1–30 — Immersion

• Deep audit of SRI Labs customers, products, reviews, and current brand positioning
• Audit of all competitors and see where they are stronger, and weeker
• Identify gaps in the product pipeline and brand experience
• Build out the customer journey map specific to SRI Labs
• Establish baseline metrics: LTV, retention rate, AOV, sell-through by product, cohort behavior
• Take over day-to-day social media management; begin improving consistency and quality
• Present a clear product pipeline roadmap with 3–5 high-potential opportunities (backed by customer + market data)
• Refine and begin executing stronger brand strategy across social, packaging, and content
• Implement first improvements to post-purchase customer experience
• Begin establishing SRI Labs as a credible authority in hair health through educational content and positioning

Days 60–90 — Execution & Momentum

• Advance 1–2 new product concepts to validation or pretotype stage
• Demonstrate measurable improvement in social engagement, brand consistency, and customer retention signals
• Complete first product post-mortem with actionable findings
• Become the internal voice of the SRI Labs customer — every product and campaign decision should be informed by your insight

Days 120–180 — Impact

• Show meaningful, measurable LTV improvement
• Identify and develop a strategy around the brand's most loyal customers
• Build a repeatable system for customer feedback >> product pipeline >> brand improvement

Qualifications

• Deep understanding of the hair care industry, customer behavior, and trends
• Strong branding instincts — able to translate expertise into positioning, messaging, and product direction
• Comfortable operating as both a strategic thinker and hands-on executor
• Data-literate — can read cohort analysis, LTV curves, and sell-through reports and draw actionable conclusions
• Passion for building category-defining products that genuinely improve hair health
• Background as a hairstylist, trichologist, or hair health expert (Strongly preferred)
• Experience managing or growing social media channels or brands (Strongly preferred)

Compensation & Logistics

• Salary: $80,000–$120,000 depending on experience
• Benefits: Paid time off + fully paid healthcare, vision, and dental after 90 days