Lifecycle & Retention Manager

Key Responsibilities

• Lifecycle Strategy & Execution
• Own and execute PMP's lifecycle marketing strategy across Email and SMS
• Build and optimize automated journeys: lead nurture, missed opportunity recovery, appointment reminders, post-visit follow-ups, rebooking, cross-sell and upsell, membership and loyalty engagement, win-back and reactivation
• Manage campaign calendar across clinics, aligned to promotions, memberships, and local initiatives
• Clinic-Level CRM Strategy
• Tailor lifecycle and CRM strategies by clinic, accounting for local market dynamics, client mix, provider specialties, and performance
• Partner with clinic managers and the Growth Team to ensure campaigns are locally relevant and operationally executable
• Balance centralized best practices with clinic-specific customization to maximize performance
• Performance & LTV Optimization
• Own core retention KPIs: retention rate, client LTV, rebooking rate, frequency, churn reduction, CTR, CVR, deliverability, and revenue per send
• Drive LTV growth through improved rebooking cadence, cross-service adoption, and membership penetration
• Continuously test and optimize messaging, timing, offers, and segmentation
• Maintain list health, compliance, and deliverability
• Data, Attribution & Insights
• Partner with PMP's data agency to enhance lifecycle reporting, attribution, and incrementality measurement
• Collaborate on LTV modeling, cohort analysis, and advanced segmentation
• Leverage PMP's CDP to personalize messaging and trigger campaigns based on real-time behavior: calls, bookings, treatments, no-shows
• Deliver clear, actionable reporting tied to revenue impact

Qualifications

• 5+ years of experience in retention, lifecycle, or CRM marketing
• Hands-on experience with Email and SMS platforms (GHL preferred; Klaviyo, Braze, or Iterable a plus)
• Experience building and owning retention programs across a multi-location or multi-brand portfolio
• Strong analytical skills with experience in data and reporting tools
• Proven track record of driving revenue through retention channels
• Excellent project management and cross-functional communication skills