Retention Manager

Do you thrive in fast-paced DTC environments where you can build, optimize, and scale retention programs across email, SMS, and post-purchase journeys?

We’re hiring a Retention Manager to own the customer journey end-to-end for one of the fastest-growing DTC beauty brands in the US, trusted by tens of thousands of customers for their category-leading anti-aging device and clinically backed skincare products.

This is a brand moving fast - global customers, rapid product expansion, and a high-performing team that cares deeply about customer experience, performance, and innovation. Every touchpoint matters, and your work will directly influence retention, customer happiness, and lifetime value.

YOUR MISSION

Your mission is to design and scale a best-in-class lifecycle ecosystem that maximizes repeat purchases, strengthens customer relationships, and drives meaningful LTV uplift. You’ll build and optimize all lifecycle flows - onboarding, education, replenishment, cross-sell, winback, subscription retention, and VIP - while using segmentation and data to deliver the right message at the right time.

From creative testing and messaging strategy to analytics and automation, you’ll play a pivotal role in shaping how customers experience the brand beyond the first purchase. If you’re equal parts strategic, analytical, and creative - and you want to make a real impact on revenue and retention - this role is built for you.

This is a full-time contractor role with flexible hours, giving you the opportunity to collaborate with a global team and work remotely from anywhere in the world. For candidates based in the US, the arrangement is under a 1099 contract.WHAT’S IN IT FOR YOU

• Join a passionate, results-driven team that values initiative, creativity, and collaboration
• Take full ownership of the retention department and play a key role in shaping the brand’s long-term growth strategy
• Enjoy the flexibility of remote work, with hours that accommodate global collaboration and a healthy work-life balance
• Access to training and resources to stay ahead in the ever-evolving world of retention marketing
• Performance-based bonuses tied to LTV growth and attributed email revenue

WHAT YOU’RE GETTING INTO

• Own the strategic development and continuous refinement of Klaviyo email flows, leveraging customer journey insights and performance data to inform A/B testing and lifecycle flow optimization
• Act as the main point of contact for the external email/retention agency, reviewing performance and directing priorities.
• Define and oversee the strategic direction of all email marketing campaigns, ensuring alignment with brand objectives, customer segmentation, and revenue goals
• Design and lead integrated SMS and WhatsApp strategies focused on long-term customer engagement, retention, and revenue growth
• Drive the subscription growth strategy by optimizing pricing, churn reduction tactics, and subscriber lifecycle communication
• Conduct in-depth cohort and LTV analysis to uncover behavioral trends, guiding strategic decisions around segmentation, content personalization, and retention levers
• Spearhead the planning and execution of retention-led product launches and direct mail initiatives, aligning with broader CRM and lifecycle strategies
• Partner with design and brand teams to ensure campaign creative consistently supports strategic positioning and brand integrity
• Lead ongoing performance analysis across all retention channels, identifying key insights and translating them into strategic initiatives to maximize ROI and customer value

WHO YOU AREExperience: Minimum 2-3 years in retention marketing at a high-growth DTC brand with subscription revenue or funnel-based sales

Data-Driven: Proficient in Klaviyo and experienced in A/B testing, cohort analysis, and performance optimization

Copywriting Expert: Skilled in crafting high-converting email and SMS copy that resonates with the target audience

Strategic & Hands-On: Able to develop big-picture retention strategies while also executing day-to-day tasks like flow buildout and campaign management

Results-Oriented: Proven track record of improving LTV, reducing churn, and driving attributed email revenue

Flexible & Growth-Focused: Thrive in a fast-paced, startup environment. Willing to adapt, pivot, and solve problems on the fly

Bonus Points If You Have:

• Experience in the beauty, skincare, or anti-aging industry
• A background in scaling 8–9 figure brands with a strong focus on retention and subscriptions

WHAT SUCCESS LOOKS LIKE30 Days: You’ve completed a full retention audit, aligned with the agency, and identified quick wins

60 Days: Flows are optimized, campaigns are running smoothly, and churn is trending downward

90 Days: Subscription LTV is up, agency output is streamlined, and new initiatives are underway