Senior Marketing Manager, Retention

About the Opportunity

The Senior Marketing Manager, Retention is responsible for driving customer retention and repeat purchase behavior to enhance lifetime value. This role leads the strategy and execution of retention marketing across channels including email, catalog, paid media, loyalty, and affiliate efforts. It involves optimizing budget allocation, evaluating performance, and providing strategic recommendations to maximize revenue and contribution margin.

Responsibilities

• Own retention growth and financial outcomes
• Manage repeat revenue and customer retention performance across ecommerce
• Create retention marketing investment strategy and efficiency
• Create monthly, quarterly, and annual retention forecasts
• Collaborate with finance to assess retention efficiency using key metrics
• Maintain budget pacing and recommend reallocations
• Lead cross-channel retention strategy including segmentation and personalization
• Oversee email and SMS marketing calendar and automated lifecycle flows
• Manage buyer catalog strategy and evaluate incremental ROIC
• Coordinate paid media remarketing with internal teams and agencies
• Evaluate affiliate and influencer partners based on repeat customer contribution
• Recommend budget changes based on incremental performance
• Develop customer segmentation and lifecycle optimization strategies
• Design onboarding, post-purchase, cross-sell, and win-back initiatives
• Lead reactivation efforts for lapsed customers
• Optimize marketing frequency for engagement and profitability
• Define messaging strategy and collaborate with brand and creative teams
• Develop loyalty and community-based messaging
• Provide creative performance insights
• Manage retention experimentation and incrementality testing
• Build testing roadmap for email, catalog, and remarketing
• Conduct incrementality tests and evaluate performance beyond last-click attribution
• Deliver insights on repeat rate, AOV, LTV, and reactivation trends
• Communicate results to stakeholders and leadership
• Identify risks and opportunities proactively
• Lead and develop direct report responsible for acquisition marketing execution
• Provide direction, prioritization, and feedback
• Support goal setting and career development for direct reports

Requirements

• Minimum 5 years experience in retention, CRM, or performance marketing
• Lifecycle marketing knowledge including email, SMS, segmentation, and retention strategy
• Experience managing CRM platforms such as Klaviyo
• Advanced analytical skills with Excel and GA4 or similar
• Experience with A/B testing and experimentation frameworks
• Experience with direct mail/catalog advertising
• Financial understanding of contribution margin, retention rate, and LTV models
• Effective team collaboration and leadership skills
• Goal-oriented and problem-solving mindset

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.