Manager, Lifecycle Marketing

SAXX Underwear Co. is looking for a Manager, Lifecycle Marketing to join the team based at our Vancouver office location. This is your opportunity to be part of a globally growing brand in a dynamic work environment.

Lead all things that enhance a customer’s journey from acquisition to retention, ultimately supporting the growth of the SAXX customer base. Primary responsibilities include ownership of the email/SMS
program, customer analysis and SAXX loyalty program. This is an ever-evolving role, the ability to pivot quickly based on needs of the business and operate within an often ambiguous and autonomous environment is crucial to your success.

You will lead the strategy and execution of our email/SMS channel with a focus on rapidly improving customer retention, building our list and learning more about our customers. You will own everything from email briefs to automation overhauls and retention tracking to zero-party data collection. You will work hand in hand with the Digital Performance Marketing Manager to maximize growth and retention across digital touchpoints and manage the customer journey roadmap to ensure a cohesive customer experience.

You will cross-functionally coordinate with eCommerce, brand, operations, customer service and inventory teams. You are full of ideas, creative, data-driven, have a growth mindset and love digging in to learn more about our customers.

• Lead strategy of the customer journey for each touchpoint across the marketing funnel.
• Own email/sms content planning and briefing to creative teams and support with homepage and landing pages strategy to ensure cohesive storytelling across digital channels.
• Define key customer cohorts to drive growth and retention through segmentation and journey mapping to deliver personalized experiences – right place, right time, right message.
• Own the cross-sell, upsell and replenishment experience at the retention stage in core channels (email/sms/loyalty) to support growth with a focus on strategic product categories.
• Define, track and improve key metrics (LTV, new customer rate, retention rate, cross-sell/upsell rates, repeat purchase rate) to evaluate performance and define areas of opportunity working closely with the Director, Digital Marketing.
• Own the Loyalty program with support of the Director, Digital Marketing and Director, DTC, including:
  Strategy, experience, benefits, growth plans and evolution to support the retention efforts for SAXX. We are launching a new program imminently and you will bring your expertise to help define the value and growth expectations.

• Oversee email automation and omnichannel customer journeys by working closely with the email/sms Specialist focusing on retention, cross-sell and upsell to maximize sales.
• Collaborate with creative teams to develop compelling messaging and visuals that align with the brand voice.
• Oversee email/sms segmentation strategy and cohort measurement including: RFM, First time, lapsed, VIPs, retention risk and more.
• Oversee A/B testing strategy across email/sms campaigns and automations such as:
  Subject lines, send times, content, offers, and product merchandising.
• Management of website pop-up strategy via Klaviyo including A/B testing, reporting, and content balancing list growth and on-site customer experience.
• Own list growth within the program and support cross-functional teams e.g. retail to improve data capture in offline activities.
• Support the email/sms specialist with reporting and briefing as needed.

• Own reporting for your core KPIs by leveraging tools at your disposal (E.g. Shopify, Klaviyo, GA4, Aftership, loyalty app etc.) in partnership with the Director, Digital Marketing
• Own relationships…