Senior Manager, Retention Marketing

Role Description:

We are seeking a strategic and data-driven Senior Manager, Retention to manage ByHeart’s lifecycle, retention, and email/SMS marketing program. This role will be responsible for driving customer retention, maximizing engagement, and growing LTV. The ideal candidate is both a strategic thinker and a hands-on operator with deep expertise in CRM marketing, customer segmentation, and platform optimizations.

Reports To: Senior Director, Retention, Lifecycle & CRM

Location:    Hybrid, New York, NY

Start Date: ASAP

Key Responsibilities

Retention Strategy & Lifecycle Marketing

• Manage all lifecycle marketing programs, including welcome journeys, retention, replenishment, and transactional emails, ensuring a seamless customer journey.
• Develop and execute retention strategies that nurture customers from acquisition through long term subscriber retention. 
• Identify opportunities to enhance retention and drive repeat purchase behavior 
• Partner with cross-functional teams (Product, Analytics, Growth, Creative) to develop strategies that drive incremental revenue and increase customer LTV.

Email & SMS Campaign Execution

• Lead the planning, sequencing, and execution of all email and SMS marketing campaigns (lead nurture, triggered messages, broadcast sends) ensuring best-in-class creative, segmentation, and personalization.
• Continuously optimize email and SMS flows and develop and execute A/B and multivariate testing strategies to refine messaging, timing, and creative performance.

Analytics & Performance Optimization

• Own retention channel performance, setting and tracking KPIs
• Leverage analytics to measure the effectiveness of campaigns, customer segments, and lifecycle touchpoints, providing actionable insights.
• Create and present regular performance reports to leadership, making strategic recommendations based on key trends and findings.

Retention Tech & Platform Optimization

• Manage and optimize ByHeart’s retention marketing stack, including ESP and SMS platforms.
• Identify and implement new automation opportunities and platforms to improve efficiency and campaign effectiveness.

The Ideal Candidate Has:

• Strategic Retention Expertise: Deep experience in customer lifecycle management, with a strong understanding of segmentation, personalization, and automation.
• Analytical & Data-Driven Mindset: Proven ability to interpret data, develop insights, and take a test-and-learn approach to optimization.
• Experience in High-Growth Startups: Able  work in a fast-paced, rapidly scaling organization and adapt to evolving needs.
• Retention Platform Expertise: Hands-on experience evaluating, implementing, and optimizing retention and engagement tools.
• Experience with email capture for acquisition growth 
• Technical Proficiency: Hands-on experience managing email and SMS platforms, with a strong understanding of integrations and automation and through QA skills. 
• E-commerce & Subscription Experience: Strong preference for candidates with experience in high-growth DTC, e-commerce, or subscription businesses.
• Leadership & Collaboration Skills: Ability to influence and work cross-functionally with teams including Growth, Creative, Product, and Data.
• Customer-Centric Approach: Passion for understanding customer needs and behaviors, using insights to craft impactful retention strategies.

Qualifications

• 5-7 years of experience in retention, lifecycle, or CRM marketing, with a track record of driving customer LTV and retention improvements.
• Hands-on experience with Klaviyo and leading SMS platforms 
• Proven track record of growing retention program
• Exceptional organizational skills with the ability to manage and execute multiple initiatives simultaneously.
• Strong written communication skills and obsessively detail oriented.
• Experience in DTC and subscription business is a plus.