Manager, Retention & Lifecycle Marketing

About the role

The Manager, Retention & Lifecycle Marketing will own the strategy and execution behind the customer journey from first purchase through long-term loyalty. They will combine customer insights, compelling creative, experimentation, personalization, and automation to deliver the right message to the right customer at the right time.

Responsibilities

• Own the end-to-end lifecycle marketing strategy across email, SMS, and other owned channels.
• Build and optimize automated customer journeys that improve engagement, retention, renewal rates, and customer lifetime value.
• Develop customer segmentation strategies that deliver personalized experiences at scale.
• Create testing roadmaps across messaging, creative, timing, offers, channel mix, and audience segmentation.
• Partner with designers, copywriters, and creative strategists to develop compelling lifecycle campaigns that strengthen customer relationships and increase revenue.
• Analyze customer behavior to identify opportunities to reduce churn, increase repeat purchases, and improve subscription retention.
• Lead lifecycle campaigns supporting onboarding, renewals, product launches, cross-sells, upsells, referrals, win-back initiatives, and loyalty programs.
• Monitor and report on key lifecycle metrics including retention, renewal rate, churn, repeat purchase rate, engagement, unsubscribe rates, and customer lifetime value.
• Collaborate with Product and Engineering to improve customer communications, automation, personalization, and the overall customer experience.
• Continuously identify new opportunities to improve customer engagement through experimentation, data, and creative thinking.

Qualifications

• 4+ years of experience in lifecycle marketing, retention marketing, CRM, email marketing, or customer marketing.
• Experience managing lifecycle programs for a subscription, DTC, e-commerce, consumer technology, or digital healthcare company.
• Strong understanding of customer segmentation, personalization, lifecycle strategy, and marketing automation.
• Experience building and optimizing automated customer journeys.
• Strong analytical skills with the ability to translate customer insights into actionable marketing strategies.
• Excellent project management and cross-functional collaboration skills.
• Exceptional written communication skills and an understanding of conversion-focused messaging.
• Comfortable managing multiple initiatives in a fast-paced, high-growth environment.
• Bonus points for experience in telemedicine, healthcare, wellness, or another regulated industry.
• Experience with lifecycle marketing platforms such as Braze, Iterable, Klaviyo, Customer.io, or Salesforce Marketing Cloud.
• Experience with SMS marketing and omnichannel customer engagement.
• Familiarity with A/B testing, experimentation frameworks, and customer research methodologies.
• Experience with analytics platforms such as Mixpanel, Looker, Amplitude, or similar tools.
• Experience using AI tools to accelerate content creation, personalization, campaign optimization, and workflow efficiency.