Retention Marketing Manager

Responsibilities

• Own the retention marketing roadmap across the customer lifecycle, with a focus on post-purchase engagement, replenishment, routine building, loyalty, and win‑back initiatives.
• Develop and execute strategies that help customers establish and maintain healthy supplement routines, ultimately increasing repeat purchase rates and customer lifetime value.
• Lead retention initiatives including lifecycle messaging, reminder programs, habit‑building communications, replenishment experiences, and other customer engagement strategies.
• Identify opportunities to reduce barriers to consistent supplement use by creating programs, tools, and customer experiences that make it easier for customers to stay on their routines.
• Develop and prioritize testing plans across messaging, timing, cadence, incentives, customer experiences, and physical or digital routine‑building tools.
• Analyze customer purchase behavior, engagement patterns, surveys, reviews, qualitative feedback, and customer service interactions to uncover opportunities to improve retention.
• Serve as the internal expert on customer retention and routine‑building behaviors, sharing insights with Brand, Merchandising, Ecommerce, Product Development, Creative, and Analytics teams.
• Partner with Email and SMS Marketing teams to develop lifecycle messaging that supports replenishment reminders, educational content, routine building, and customer engagement.
• Collaborate with Ecommerce teams to integrate retention and routine‑building experiences into the digital customer journey, including personalized recommendations, account experiences, subscriptions, and post‑purchase touchpoints.
• Work with Merchandising to identify products, bundles, and assortment strategies that encourage consistent supplement usage and repeat purchasing.
• Partner with Brand and Creative teams to develop compelling content, educational materials, and campaign assets that motivate customers to build lasting supplement habits.
• Own reporting and optimization of key retention KPIs, including Repeat Purchase Rate, Customer Lifetime Value, Replenishment Rate, Time Between Purchases, and Customer Churn/Lapse Rate.
• Partner with Marketing Analytics to build reporting, dashboards, customer segmentation, and actionable insights that inform future retention strategies.
• Maintain a test‑learn‑apply mindset, continuously optimizing retention programs based on customer behavior, performance data, and business impact.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

• Bachelor’s degree in Marketing, Business, Consumer Psychology, Communications, or a related field; equivalent experience will also be considered.
• 3–6 years of experience in retention marketing, lifecycle marketing, CRM, customer engagement, eCommerce marketing, or a related discipline.
• Experience developing customer lifecycle strategies that drive repeat purchases, customer loyalty, and long‑term engagement.
• Curiosity about consumer behavior and what motivates long‑term habit formation.
• Strong analytical skills with the ability to interpret customer data, identify trends, and make data‑driven recommendations.
• Excellent written and verbal communication skills.
• Demonstrated ability to work effectively across Brand, Creative, Ecommerce, Merchandising, Analytics, Product, Technology, and Operations teams.
• Self‑starter who proactively identifies opportunities to improve customer retention and customer experience.
• Comfortable operating in a fast‑paced environment with evolving priorities.
• Ability to influence without direct authority and build alignment across cross‑functional teams.
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.
• Comfortable developing hypotheses, prioritizing opportunities, and measuring business impact.
• Ability to translate customer insights into actionable marketing programs and customer experiences.
• Strong understanding of customer lifecycle marketing, retention strategies, segmentation, personalization, and testing methodologies.
• Ability to travel up to 10%.

Demonstrates expertise in retention marketing and customer lifecycle strategies, focusing on enhancing customer engagement and repeat purchase rates through data‑driven insights and effective communication. Proficient in collaborating across cross‑functional teams to optimize customer experiences and retention initiatives.