Frank & Eileen is looking for a Retention Marketing Manager to join our Marketing team. You will report into the Head of Marketing.
This role will own our retention, CRM and loyalty efforts and will be responsible for driving significant and measurable improvement to our customer LTV and hitting our monthly repeat-purchase revenue goals, with the full support and strategic collaboration of both our CEO and Head of Marketing in achieving your targets.
This will be a high-profile, high-growth, fun, and challenging role for someone who is ready to own a meaningful piece of a fast-growing, brand-name business.
Work closely with the Head of Marketing to develop a holistic retention strategy that improves customer loyalty, scales lifecycle marketing, and identifies new opportunities
Develop, manage and optimize the customer journey and retention program across all marketing channels while also finding new and innovative ways to improve retention
Own, track and expand key email and SMS marketing flow campaigns throughout the customer journey, including welcome, post-purchase and winback campaigns
Identify and work cross-functionally to implement best-in-class retention strategies across all product, marketing, and customer service touch points including, but not limited to, loyalty programs, VIP initiatives, and subscription programs
Analyze cohort performance, identifying areas of opportunity and understanding the "why" behind customer behavior; develop strategies and testing opportunities to address ongoing insights and findings
Own, track and expand direct mail initiatives to improve customer retention and increase LTV
Own existing vendor relationships and identify opportunities or strategies with new technologies, platforms and channels to reach our audiences through owned marketing channels
Own, track and continually improve key retention metrics, such as LTV, subscription retention and repeat purchase rates
Skills and Qualifications
Bachelor's degree in Business, Marketing or equivalent work experience
2-3 years of experience with specific focus on retention/CRM/loyalty in a DTC e-commerce environment
A quantifiable track record of success in growing the retention revenue line of a DTC e-commerce business
Experience working with a major ESP (Klaviyo is preferred), SMS, social platforms, direct mail and loyalty/referral programs
Strong proficiency in Microsoft Office, Google Suite and Google Analytics
Extremely proficient with multi-channel data and cohort analysis
Strong communication, interpersonal & organizational skills and the ability to champion large-scale strategic priorities across the business
Excitement for learning, open to new experiences and challenges in a fast-paced environment