Retention Manager

Build, Scale & Operate Leading DTC Brands alongside A-Players Maneuver Marketing Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products. In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$100M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs. These results caught the attention of The Financial Times, as they ranked us among APACs top High-Growth Companies. We have also been awarded 2nd place on the E50 Awards, jointly organised by The Business Times and KPMG in Singapore. **This is just the beginning of our journey, and you could be part of the next stage of our growth!**Your Next Role We are looking for a proactive, detail-oriented and data-obsessed Retention Manager with at least 10 years of experience to join our fast-growing team. Your primary focus will be to help drive customer retention, revenue growth, and brand loyalty through highly effective email and SMS marketing. You? You're totally obsessed with building smart automations, building converting lists, slicing up clean segments, protecting deliverability, ensuring flawless execution from technical setup to post-send data analysis. and turning data into winning campaigns and flows. You're fluent in Klaviyo, can set up rock-solid flows and campaigns, and know how to make data-driven decisions that drive revenue and growth If that's you, read on. 👇 You'll work closely with our email marketing associate, copywriters, and designers to bring emails and texts to life and continuously optimize performance through data-driven A/B testing. And, also collaborate with cross-functional teams across SMS, direct mail, product, business development, marketplace and analytics to ensure a cohesive customer journey and consistent messaging. The ideal candidate has a passion for retention, email marketing, thrives in a fast-paced environment, and combines technical precision with strategic thinking. What You'll Do Customer Journey & Opportunity Development

• Conduct ongoing research (market, customer, competitor, product)
• Collaborate with Product Marketing teams to adapt top performing messages in the customer journey.
• Learn from adjacent industries and retention leaders.
• Synthesize insights into actionable opportunities for lifecycle and subscriptions.
• Define customer journey maps and align them to lifecycle channels (emails, SMS, direct mail).

Retention Program Strategy & Development (Subscriptions + Loyalty)

• Design/redesign subscription program structure (save flows, cadence options, upsells, bundles).
• Research best-in-class programs across industries and adapt first principles.
• Lead subscription growth initiatives (churn reduction, subscriber expansion, contribution margin).
• Explore and phase in loyalty/membership programs.

Multi-Channel Lifecycle Strategy (Email, SMS, DM)

• Prioritize lifecycle flow buildout roadmap across channels.
• Co-develop flow architecture with Associate to ensure sequencing and avoid overwhelm.
• Set personalization frameworks (dynamic content, zero-/first-party data integration).
• Define cross-channel orchestration rules (e.g., email → SMS follow-up → DM reinforcement).

Content Strategy & Planning

• Own content calendar (promotional, evergreen, seasonal) across channels and co-develop it with the copywriter(s) and designer(s).
• Collaborate with copy/design on message architecture, sequences, and offers.
• Ensure messaging aligns with psychology, brand voice, and lifecycle goals.

Segmentation, Personalization & Data Strategy

• Define and refine segmentation strategies (RFM, lifecycle cohorts, churn-risk, high-value).
• Own personalization strategy at scale using zero-/first-party data.
• Oversee integration of external data (loyalty tiers, subscription status).
• Ensure governance: clear tagging/naming conventions, retention policies.
• Validate segments for reporting needs (LTV by cohort, churn %, AOV).

Deliverability & Compliance (Cross-Channel)

• Own deliverability strategy (SPF/DKIM/DMARC, domain warm-up, reputation recovery).
• Lead systemic improvement projects (engagement pruning, BIMI, sender reputation).
• Maintain compliance across Email + SMS (GDPR, CAN-SPAM, TCPA, CASL).
• Educate cross-functional teams on compliance risks (e.g., copy/design pitfalls).
• Protect and strengthen our email deliverability by monitoring key metrics and following best practices (SPF, DKIM, DMARC setups/updates, Glockapp tests, Google Postmaster and engagement monitoring).
• Quickly troubleshoot bounce rate spikes, spam complaints, or other deliverability red flags.

Performance Analysis & Reporting

• Design and own testing roadmap (flows, offers, cadence, segmentation).
• Ensure statistical rigor and validity in testing methodology.
• Interpret test results and translate into actionable retention strategies.
• Own reporting frameworks (KPIs = LTV lift, churn %, renewal rate, contribution margin).
• Partner with the measurement team to evolve dashboards and attribution models.

Project & Stakeholder Management

• Own lifecycle projects end-to-end (email, SMS, DM, subscriptions).
• Manage cross-functional alignment (Product, Ops, CS, Growth, Influencer, Data).
• Apply frameworks (Agile, Scrum, RICE prioritization) to retention initiatives.
• Forecast resources, manage capacity, and escalate bottlenecks.
• Communicate project status, risks, and results to leadership.

How You'll Succeed Maneuver is an OKRs, KPIs & data-driven company, we are not Mad Men (Well, not all), but Math Men. As a result, a number of metrics will comprise the basis of your performance and success within this role and the company:

• New customer sales and revenue (retention & acquisition but particularly retention)
• Leveraging omnichannel flows and campaigns to reduce subscription churn
• Maximizing subscription margins
• Email and SMS revenue and engagement KPIs
• Email deliverability metrics

What You Bring

• 3-5 years of direct, hands-on email marketing + retention strategy experience in a manager position, ideally for DTC or eCommerce brands.
• Deep Klaviyo expertise — including flows, campaigns, segmentation, tagging, and reporting.
• Strong project management skills — you know how to juggle timelines, people, and moving pieces without dropping the ball.
• Excellent QA skills — attention to detail is your superpower.
• Analytical mindset — you love digging into data and finding actionable trends, not just reporting numbers.
• Strong grasp of direct response marketing principles (awareness, market sophistication, persuasion, objection handling, hooks and leads).
• Proven experience designing, executing, and iterating on A/B tests.
• Understanding of deliverability fundamentals and best practices.
• Comfort working cross-functionally with copy, creative, retention, and analytics teams.
• Ability to thrive in a fast-paced ambiguous environment where priorities can shift quickly
• Proactive: can take initiative and problem-solve
• Clear, respectful, and prompt communication with internal teams and external vendors
• Detail-oriented — details in flows, accuracy in invoices, and quality in content are important to you
• Growth mindset, adaptable, open to feedback, and driven to continuously improve how things are done
• Strong "builder" desire - we built our brand to 9 figures in revenue profitably with ~30 full-time employees and this would not have happened without a strong work ethic and a mission-driven culture. We aim to build the brand to 10 figures by the end of the decade, and this requires a strong sense of commitment to build something together with like-minded people.
• Bonus: Basic Figma, HTML, or copywriting skills.