Email & Lifecycle Marketing Manager

Position Summary

The Email & Lifecycle Marketing Manager is responsible for building and scaling Pro Caps Laboratories' customer retention engine from the ground up. This role owns lifecycle strategy and execution across email and SMS — including Klaviyo architecture, customer segmentation, automated journeys, voice‑of‑customer programs, and lifecycle reporting. This is a foundational, hands‑on build role. The ideal candidate combines strong lifecycle marketing expertise with a builder mentality and genuine customer empathy.

They are equally comfortable architecting automation flows in Klaviyo, analyzing customer behavior, and presenting insights to leadership. Over time, this role evolves into the organization's primary steward of customer understanding and retention strategy.

• Bachelor's degree in Marketing, Communications, Business, or related field
• 8+ years of lifecycle marketing, CRM, retention, or email marketing experience
• Demonstrated experience building lifecycle programs and automation frameworks from scratch
• Strong hands‑on Klaviyo expertise
• Experience with customer segmentation, lifecycle reporting, and retention analysis
• Proven success improving customer engagement and retention metrics
• Excellent written communication skills; ability to write in an educational, credibility‑based brand voice
• Strong analytical and problem‑solving abilities

• Experience in supplements, wellness, nutraceuticals, or DTC e‑commerce
• Subscription business experience
• Loyalty program implementation or management experience
• Voice‑of‑customer or customer research experience
• SMS marketing experience
• Experience following platform migrations or greenfield lifecycle launches

• Builder mentality; comfortable creating systems from scratch
• Strong customer empathy and curiosity
• Strategic thinker with strong hands‑on execution skills
• Highly organized and detail‑oriented
• Comfortable influencing cross‑functional teams without direct authority
• Excellent communication and presentation abilities

• Own Klaviyo platform architecture, setup, and ongoing optimization
• Develop lifecycle marketing framework, segmentation strategy, and measurement approach
• Build email and SMS template systems aligned with Pro Caps brand standards
• Establish list growth and subscriber acquisition programs
• Create lifecycle reporting dashboards and performance tracking processes
• Develop lifecycle governance, testing, and optimization cadence

• Design and optimize customer journeys from first purchase through long‑term loyalty
• Build and maintain key automated lifecycle programs: welcome series, browse/cart/checkout abandonment, post‑purchase onboarding, product education, replenishment, subscription conversion, win‑back, and re‑engagement
• Map lifecycle touchpoints and identify opportunities to improve retention and customer experience

• Own lifecycle email and SMS strategy and execution
• Develop campaign calendars aligned with customer lifecycle stages
• Build targeted segmentation and personalization strategies
• Execute structured A/B testing programs to improve engagement, repeat purchase behavior, and LTV
• Ensure all communications reflect Pro Caps' educational, founder‑led brand voice

• Establish and manage a formal Voice of Customer program
• Collect and analyze customer feedback from surveys, reviews, Customer Care interactions, social listening, and behavioral data
• Maintain customer personas and lifecycle journey maps
• Translate customer insights into actionable recommendations for Marketing, Product, and Customer Care
• Present recurring customer themes and lifecycle findings to cross‑functional stakeholders

• Develop retention strategies that increase repeat purchase behavior and customer lifetime value
• Evaluate loyalty and rewards platform options and recommend program structure
• Support loyalty program implementation and measure effectiveness

• Define and monitor lifecycle KPIs including LTV, repeat…