Sr Manager of Lifecycle & Retention Marketing

Ursa Major is seeking a strategic and hands‑on Senior Manager, Lifecycle & Retention Marketing to own and accelerate customer retention, subscription growth, and customer lifetime value.

Reporting directly to the Sr. Director of Ecommerce, this role will lead the entire customer lifecycle strategy from acquisition handoff through repeat purchase, replenishment, subscription retention, loyalty, win‑back, and advocacy.

The ideal candidate combines deep retention marketing expertise with a strong focus on subscription growth and retention. You understand that successful lifecycle marketing isn't just about automation and segmentation, it's about delivering the right message, to the right customer, at the right moment. You know how to leverage customer insights, behavioral data, compelling storytelling, and testing to build meaningful customer relationships that drive revenue and long‑term brand loyalty.

This is an exciting opportunity to build and optimize a best‑in‑class lifecycle program for a beloved subscription‑enabled skincare brand with a highly engaged customer base.

• Develop and execute the overall retention marketing roadmap focused on increasing customer lifetime value (LTV), repeat purchase rate, subscription growth, and customer loyalty.
• Evolve customer journey strategies across acquisition, replenishment, engagement, subscription, cross‑sell, upsell, win‑back, and loyalty touch points.
• Identify opportunities throughout the customer lifecycle to improve customer experience and maximize retention.

• Own the lifecycle calendar across email and SMS channels.
• Create highly personalized customer experiences using segmentation, behavioral triggers, predictive insights, and customer data.
• Optimize automated flows including, Welcome Series, Abandonment, First Purchase Nurture, Post‑Purchase Journeys, Product Education, Replenishment Reminders, Subscription Enrollment, Subscription Retention & Save Flows, Loyalty Programs, Win‑Back Campaigns and more.
• Partner with internal and external creative teams to continuously elevate email and SMS performance.

• Lead subscription lifecycle strategy from acquisition through long‑term retention.
• Increase subscriber acquisition, active subscriber rate, average subscription tenure, and subscriber lifetime value.
• Develop churn reduction initiatives and cancellation prevention programs.
• Build testing strategies around replenishment timing, subscription offers, save tactics, subscriber benefits, and customer education.
• Analyze subscriber behavior and identify fresh new opportunities to increase recurring revenue.

• Establish a rigorous testing culture across lifecycle channels.
• Design and execute A/B and multivariate tests on Subject lines, Messaging, Offers, Creative concepts, Send times, Audience segmentation, Product recommendations, Subscription experiences, Landing pages and conversion paths plus more.
• Translate insights into actionable growth opportunities and scalable best practices.

• Monitor and report on key retention KPIs including LTV, Repeat Purchase Rate, Retention Rate, Churn Rate, Subscription Retention, Reactivation Rate, Revenue per Recipient, and Email & SMS Revenue Contribution.
• Monitor and update customer cohorts and lifecycle reporting frameworks.
• Use customer feedback, survey insights, reviews, and behavioral data to inform strategy.

• Collaborate closely with Ecommerce, Brand Marketing, Creative, Product Development, Customer Experience, and Analytics teams.
• Align lifecycle initiatives with product launches, promotional campaigns, seasonal moments, and retention goals.
• E…