Position Title: Retention Marketing Manager
Reports to:
- Head of Customer Strategy
Location:
- West Palm Beach FL, Atlanta GA.
- Hybrid schedule
Our Story:
Our company is committed to the following core values and expects our team members to embody them:
- Exceptional Customer Service
- Dedication to Excellence
- Proactivity
- Adaptability
- Continuous Improvement
- Community Engagement
Role Overview:
The Retention Marketing Manager will spearhead initiatives to boost customer retention, loyalty, and lifetime value. This role demands a blend of analytical prowess, creativity, and a deep understanding of customer behavior to drive engagement and retention through channels like email, SMS, app push notifications, and various owned media journeys.
The ideal candidate will enhance ecommerce revenue by supporting new customer acquisition targets, improving repeat purchase rates, driving social media traffic, increasing referral program adoption, and nurturing HVAC service leads from an owned media perspective.
Key Responsibilities:
- Develop Retention Strategies:
- Design and execute comprehensive retention marketing strategies aimed at increasing customer lifetime value and reducing churn for our businesses. Use data insights and customer behavior understanding to identify tailored opportunities for improving customer retention and loyalty.
- Lifecycle Marketing:
- Collaborate with the Acquisition team to craft and implement personalized lifecycle marketing campaigns, nurturing customers through every stage of their journey. Develop targeted messaging and offers to encourage repeat purchases and engagement.
- Email SMS Marketing:
- Lead the email marketing strategy, including segmentation, content creation, A/B testing, and performance analysis. Create compelling email campaigns that resonate with our target audience and drive measurable results.
- Loyalty Programs:
- Manage and optimize our loyalty program to encourage repeat purchases and foster customer loyalty. Develop new initiatives to enhance the customer experience and drive program engagement.
- Retention Analytics:
- Track key retention metrics and performance indicators to evaluate the effectiveness of retention initiatives. Analyze trends and insights to guide future strategy and optimization efforts.
- Cross-Functional Collaboration:
- Work closely with marketing counterparts and cross-functional teams, including HVAC, B2B, and Customer Experience, to align retention efforts with broader business goals. Provide insights and recommendations to inform marketing decisions.
- Experimentation and Optimization:
- Continuously test and optimize retention initiatives to improve performance and drive growth. Stay updated on industry trends and best practices to identify new opportunities for innovation.
Daily Responsibilities:
- Oversee and manage the email and SMS marketing calendars for our businesses.
- Continuously optimize consumer email and SMS journeys, eliminating inefficiencies.
- Collaborate with the Director of Lifecycle Marketing on setting the email channel strategy and roadmap.
- Create and submit email briefs, outlining goals and purposes for creative and development teams.
- Develop and implement the email segmentation strategy, ensuring targeted messaging.
- Identify opportunities to enhance segmentation and personalization.
- Manage A/B testing schedules, track performance, and share results.
Qualifications:
- Bachelor's degree in Marketing, Business, or a related field.
- Over 5 years of experience in email/SMS (retention) marketing within a direct-to-consumer ecommerce environment.
- Proven track record in developing and executing successful retention strategies with measurable results.
- Strong analytical skills to interpret data, extract actionable insights, and make data-driven decisions.
- Proficiency in Klaviyo and other relevant SMS/direct platforms and marketing analytics tools.
- Knowledge of email coding best practices, email proofing, and ecommerce integrations.
- Experience with project management tools like Asana.
- Excellent communication skills, particularly in copywriting.
- Strong collaboration skills with the ability to work cross-functionally and influence stakeholders at all levels.
- Creative thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.
- Meticulous attention to detail.
Benefits:
- Competitive salary with potential performance-based bonuses.
- Comprehensive health benefits package.
- 401(k) retirement plan with employer match (after 6 months).
- Flexible work environment with hybrid work.
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