About this role
Senior Manager of Retention Marketing responsible for retention strategy and performance across the customer lifecycle. Leads lifecycle email, organic social, direct mail, reviews, and brand reputation, using data and testing to drive engagement, renewals, and win-backs.
Key Responsibilities
- Own retention performance across the customer lifecycle including engagement, renewal, and win-back
- Manage and develop channel owners across email, social, direct mail, and reputation
- Use data and testing to improve performance and inform decisions
- Partner with Product, Support, Traffic, CRO, and Data teams to identify and address churn drivers
- Communicate performance, risks, and recommendations clearly to leadership
Technical Overview
Technical stack is not specified beyond 'email marketing platforms' and use of customer data plus data/testing. The role operates as a lifecycle marketing and performance function focused on churn reduction and measurable retention outcomes.
Ideal Candidate
The ideal candidate is a senior retention marketer with 7+ years of lifecycle, retention, or email marketing experience, including at least 2 years managing people. They understand customer lifecycle marketing with strong segmentation and personalization, and can lead lifecycle email, organic social, direct mail, reviews, and brand reputation initiatives. They use data and testing to improve renewal and win-back performance while partnering cross-functionally to address churn and customer experience drivers.
Must-Have Skills
7+ years of experience in lifecycleretentionor email marketingAt least 2 years in a people management roleStrong understanding of customer lifecycle marketingsegmentationand personalizationProven experience leading and developing high-performing marketing teamsExperience working with email marketing platforms and customer dataUse data and testing to improve performance and inform decisions
Nice-to-Have Skills
Experience across channels including organic socialdirect mailand reviewsExperience working with ProductSupportTrafficCROand Data teams
Tools & Platforms
email marketing platforms
Required Skills
retention strategycustomer lifecycle marketinglifecycle emailorganic socialdirect mailreviewsbrand reputationrenewal marketingwin-back marketingsegmentationpersonalizationpeople managementchurn identificationcustomer experiencedata and testingemail marketing platformscustomer datacross-functional leadership communication
Hard Skills
Retention strategyCustomer lifecycle marketingLifecycle email marketingOrganic socialDirect mailReviewsBrand reputation managementLifecycle performance managementRenewal marketingWin-back marketingCustomer engagementSegmentationPersonalizationPeople management for marketing teamsChannel ownership managementPrioritization and execution planningMarketing performance reviewCross-functional partnershipChurn driver identificationCustomer experience issue identificationData and testingA/B testing (implied by 'Use data and testing')Customer retention analyticsLeadership communication
Soft Skills
LeadershipTeam developmentClear communication to leadershipRisk communicationRecommendation communicationCross-functional collaborationDecision-makingRaising quality of executionPrimary CMO-facing stakeholder communication
Keywords for Your Resume
Senior Retention Marketing ManagerSenior ManagerRetention Marketingretention marketingcustomer lifecyclelifecycle emailemail marketingorganic socialdirect mailreviewsbrand reputationrenewalwin-backcustomer engagementsegmentationpersonalizationpeople managementlifecycle marketingchurncustomer experiencedata and testingcustomer dataCROCMOcross-functionalcustomer lifecycle marketinglifecycle email marketingreviews and brand reputationlifecycle performance
Deal Breakers
No visa sponsorship for this role, 7+ years of experience in lifecycle, retention, or email marketing, At least 2 years in a people management role, Must have experience with email marketing platforms and customer data
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