Manager, Retention Marketing

Where A-Players Thrive. We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,000 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $600 million of revenue annually. Learn more about our brands. We’re Looking For A: Manager, Retention Marketing Location:  Hybrid (Woodland Hills, CA) What You’ll Be Doing: The Retention Manager will serve as the strategic and operational lead for all customer retention, lifecycle marketing, and Customer Lifetime Value (LTV) initiatives across our Women’s Health & Beauty brand portfolio. Reporting directly to the Associate Director, Growth Marketing, this role owns the end-to-end post-purchase ecosystem - including email/SMS lifecycle marketing, subscription churn reduction, loyalty/rewards programs, unboxing customer experience, and re-engagement campaigns. The Retention Manager leads a dedicated team to maximize repeat order revenue, increase customer retention rates, and turn first-time buyers into high-LTV repeat customers across all BU brands.  Holistic Retention & LTV Strategy Own overall BU retention metrics: 30/90/180/360-Day Cohort LTV, Repurchase Rates, Subscription Churn, Active Subscriber Retention, and Repeat Contribution Margin.  Develop multi-channel post-purchase retention strategies spanning Email, SMS, Direct Mail, Loyalty/VIP Programs, Custom Inserts, and Customer Portal Experience.  Lead subscription optimization strategies (e.g., skip/swap features, delivery frequency options, surprise-and-delight perks, and churn prevention flows) to extend active subscriber lifetimes.  Partner with Associate Director, Offer Managers and Brand Managers to design back-end cross-sell, bounce-back offers, and bundle upgrades that seamlessly build upon front-end acquisition offers.  Lifecycle Marketing & Automated Flow Management  Oversee and continuously optimize automated lifecycle journeys across Email and SMS (Welcome Series, Post-Purchase Education, Replenishment Reminders, Subscription Onboarding, Win-Back, and VIP Loyalty Tiers).  Manage the weekly/monthly broadcast campaign calendar for email and SMS across all portfolio brands.  Direct Email Ops Specialist on campaign build, deployment QA, deliverability health, and inbox placement across ESP platforms.  Lead A/R Specialist on retention operational workflows, subscription account maintenance, failed payment recovery (dunning), and post-purchase customer touchpoints.  Customer Experience & Cross-Functional Alignment  Partner with Customer Service to analyze escalation feedback, product return drivers, and churn reasons to build cancel/save and proactive post-purchase educational campaigns.  Work with Creative to brief direct-response email/SMS copy, video tutorials, usage guides, and post-purchase graphic assets.  Collaborate with the Associate Director of Digital Experience & Community to integrate user-generated content (UGC), customer reviews, and organic social trends into retention touchpoints.  Analytics & Experimentation  Conduct rigorous A/B testing across messaging angles, offer structures, delivery timing, channel mix (Email vs. SMS vs. Direct Mail), and landing page layouts.  Deliver weekly/monthly executive dashboards tracking Repeat Revenue Share, Cohort Payback Metrics, LTV Curves, and Retention Campaign ROI across all brands. Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.): Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in beauty/health CPG.  Strategic leader who balances high-level cohort analysis with hands-on operational oversight of team deliverables. Excellent cross-functional collaborator capable of bridging growth metrics with creative, community, and customer service teams.  Bachelor’s Degree in Marketing, Business, Communications, or a related field (or equivalent practical experience).  5+ years of dedicated, hands-on retention, lifecycle, and customer marketing experience within a high-volume direct-to-consumer (DTC) e-commerce environment. 2+ years of direct people management experience overseeing specialists, coordinators, or operations leads (managing 2+ FTE direct reports).  Proven success managing holistic retention initiatives beyond email/SMS, including subscription management, customer loyalty programs, direct mail, and churn reduction strategies.  Deep working knowledge of enterprise ESPs (Klaviyo), SMS marketing tools (Attentive), and subscription platforms. Strong analytical background with a proven track record analyzing cohort economics, LTV curves, subscription churn metrics, and repurchase rates. 3+ years of retention strategy specifically within the Health, Beauty, Skincare, or Wellness DTC verticals. (preferred) Demonstrated experience managing and scaling retention for a 10,000+ active subscriber base. (preferred) Background in direct-response copy frameworking and conversion rate optimization (CRO) for post-purchase upsell pages. (preferred) Proficiency with e-commerce analytics and BI platforms (Google Analytics/GA4, Shopify Plus, Looker, etc). (preferred) Golden Perks & Benefits: Comprehensive Healthcare Coverage – We cover 100% of premiums for employee-only medical, dental, and vision plans. Bonus Opportunities – Earn more with both annual and monthly bonus programs tied to performance. Investing in Your Future – We match up to 3.5% of your 401(k) contributions and offer a company-sponsored Employee Stock Ownership Plan (ESOP), helping your retirement savings grow alongside the company. Learn more. Work-Life Balance – Start your first year accruing up to 15 days of vacation, plus 6 paid s