Job Description

DRMTLGY is a science-backed skincare company dedicated to the art of formulation and the science of skin. We craft cutting-edge formulas that are backed by research, reinforced by deep relationships in the dermatology community, and driven by the idea that safe, clinically effective skincare should feel like a luxury but be treated as a staple.

We are seeking a highly motivated and experienced Senior Manager, Retention Marketing with a proven track record in loyalty and retention strategies to join our dynamic and growing team. This critical role will own the strategy, execution, and daily operations of our customer retention programs, with a strong focus on loyalty programs, subscriptions, and referrals. You will leverage your deep understanding of customer segmentation, behavior, and consumer insights to optimize existing programs, identify new opportunities, and cultivate lasting customer relationships. This is a high-impact opportunity to shape our retention strategy and contribute to a data-driven culture.

Key Responsibilities: 

• Core Retention Program Management : Manage all aspects of core retention programs (loyalty and subscription), from strategy and execution to daily operations, including program design, rewards/offer setup and fulfillment, member services and communications, and ongoing optimization to drive key KPIs (enrollment, repeat rate, churn rate, LTV, ROI).
• Programs Communications Strategy & Execution : End-to-end management of retention program campaigns encompassing all stages of the member/subscriber journey, from ideation and planning through execution across channels (including website, email, SMS, and app), and post-campaign analysis.
• Testing & Optimization : Design, implement, and analyze A/B and multivariate experiments across all retention programs to optimize key performance metrics. Analyze results, present recommendations, and scale successful tests.
• Data Analysis & Reporting : Monitor key performance indicators (KPIs) for all retention programs. Analyze data to identify trends, insights, and opportunities for improvement. Prepare regular reports on program performance and provide recommendations for optimization.
• Referral Program Optimization: Lead the strategy and execution of our referral program, including performance tracking, analysis, and optimization of referral conversion rates
• Cross-Functional Collaboration : Work closely with cross-functional teams, including marketing, e-commerce, customer service, and product development, to ensure seamless integration and execution of loyalty programs.
• Vendor Management: Manage relationships with third-party vendors, ensuring smooth operation and optimal performance.
• Competitive Analysis: Stay up-to-date on global trends, industry best practices and competitor retention initiatives to identify opportunities for innovation and differentiation.

Qualifications: 

• At least 7 years of retention or lifecycle marketing experience, preferably at a direct to consumer brand - beauty/ wellness brands is a plus
• Proven track record of successfully managing and growing customer retention programs - Experience with loyalty and subscription platforms are strongly preferred 
• Familiarity with the CRM platform, email, SMS and mobile app - Klaviyo and Postscript are strongly preferred.
• Experience writing briefs and working closely with copy and creative teams
• Strong project management and organizational skills, with experience using tools like ClickUp (preferred).
• Strong analytical skills and experience using data to drive decision-making.
• Experience in high growth, fast paced ecommerce startup environment
• Ability to work independently and as part of a team.

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