Retention & Loyalty Marketing Manager
As Retention & Loyalty Marketing Manager, you will own and evolve OSEA’s CRM and lifecycle marketing ecosystem—including email, SMS, direct mail, loyalty, and subscription programs. In this role, you will play a key part in strengthening customer relationships, driving repeat purchases, and increasing long-term customer value.
The ideal candidate is a collaborative team player who thrives in a fast-paced, high-impact, and cross-functional environment. This person proactively identifies opportunities to improve retention metrics, executes effective A/B tests, and continuously enhances the end-to-end customer experience across the business.
Responsibilities:
Owned Channel Management
- Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers.
- Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals.
- Segment customer lists based on behavior, demographics, and preferences for highly targeted communication.
- Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement.
Subscription Program Management:
- Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value.
- Collaborate with cross-functional teams to enhance subscription offerings and customer experience.
- Implement strategies to reduce churn and increase customer satisfaction within the subscription program.
Loyalty Program Expansion
- Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value.
- Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases.
- Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance.
Customer Journey Mapping:
- Develop comprehensive customer journey maps to identify key touchpoints for effective communication.
- Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy.
- Work collaboratively with other teams to ensure a seamless and consistent customer experience.
- Analyze behavioral touchpoints to optimize and increase customer retention rate.
Requirements
- Bachelor’s degree in Marketing, Business, or a related field.
- 3-5 years of experience in CRM or Lifecycle Marketing within the beauty or consumer packaged goods (CPG) industry.
- Hands-on experience owning email marketing, SMS marketing, subscription programs, and loyalty programs required.
- Direct mail experience preferred
- Proficient in marketing automation tools and CRM platforms (i.e. Klayvio, PostScript, Post Pilot)
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Excellent communication and collaboration skills.
- Creative thinking and a customer-centric approach.
Benefits
What We Offer
- Medical, dental, and vision
- Flexible Spending Account (FSA)
- Quarterly wellness and technology stipend
- 401(k) match (up to 4%)
- New hire work from home stipend
- Up to 3 months of parental leave for eligible team members
- Flexible PTO
- Paid company holidays
- 4 days to volunteer per year