Sr. Manager of Retention & Lifecycle

About the role

The Senior Manager, Retention & Lifecycle Marketing will own the strategy, execution, and performance of customer retention initiatives across Email, SMS, and lifecycle marketing. This is a highly hands-on leadership role for someone who enjoys building long-term lifecycle strategy while remaining deeply involved in execution.

Responsibilities

• Own the end-to-end retention and lifecycle marketing strategy across Email and SMS
• Build, launch, and optimize automated customer journeys spanning acquisition, conversion, retention, and reactivation
• Manage the campaign calendar from planning and segmentation through QA, deployment, and post-campaign analysis
• Develop audience segmentation strategies, frequency governance, suppression logic, and re-engagement programs
• Lead the A/B testing roadmap across messaging, creative, audiences, timing, and channels
• Analyze customer cohorts and lifecycle performance to identify trends and optimization opportunities
• Monitor email deliverability and proactively resolve issues impacting inbox placement
• Partner closely with Engineering and Web teams on technical implementation and troubleshooting
• Provide creative direction on email and SMS campaigns, offering actionable feedback on design, messaging, and conversion optimization
• Collaborate cross-functionally with Product, Customer Experience, Creative, and International teams

Requirements

• Deep hands-on experience with Klaviyo, including: Lifecycle Flows, Campaign Management, Advanced Segmentation, Dynamic Content, Deliverability
• Strong analytical skills with advanced Excel (pivot tables, cohort analysis, YoY reporting)
• Experience using SQL, Alteryx, or similar data tools for deeper analysis
• Comfortable reading HTML, QA'ing email templates, troubleshooting tracking issues, and collaborating with developers
• Proven experience developing lifecycle strategy while also executing campaigns independently
• Ability to provide thoughtful creative feedback that improves campaign performance
• Excellent project management and organizational skills with exceptional attention to detail
• Demonstrated experience leveraging AI tools to improve workflows, content creation, analysis, research, or automation
• Strong communication skills with the ability to influence cross-functional stakeholders
• Comfortable operating in a fast-paced, high-growth environment