DIBS Beauty is looking for a Senior Manager of Retention Marketing to innovate CRM growth efforts and drive engagement and conversion throughout the consumer journey, enhancing our digital storytelling and owning key KPIs for conversion and retention across channels. Reporting to the VP of DTC, this role will be critical for leading customer loyalty, lifetime value and growth for one of the most dynamic brands in beauty today.
About the Role
The Senior Manager of Retention Marketing will be responsible for enhancing customer engagement and driving conversion through innovative CRM strategies.
Responsibilities:
- Own key retention KPIs, including LTV, email/SMS revenue, repeat purchase, engagement and list growth (including weekly, monthly and quarterly CRM/retention/engagement reporting that yields actionable items for rest of team).
- Innovate new retention strategies across lifecycle marketing, including email, SMS, direct mail, loyalty, and subscription programs.
- Own the DTC email/SMS marketing and promotional calendars, partnering across functions to ensure plans remain effective, brand-aligned and up-to-date.
- Develop database segmentation strategy and own segmentation, personalization and cadence of messaging.
- Ongoing, rigorous A/B testing across all customer lifecycle touchpoints (including sign-up, email, SMS, loyalty) to develop new tactics and enhance ongoing campaign performance.
- Develop, execute, and optimize comprehensive retention strategies across email, SMS, loyalty, and site marketing to drive repeat purchase, increase customer lifetime value, and reduce churn.
- Manage and train team members while owning end-to-end development of email, SMS, and lifecycle campaigns (including community activations and offline customer engagement) including strategic ideation, creative briefing, segmentation, building, testing, scheduling, and optimization.
- Oversee weekly, monthly, and quarterly retention and CRM reporting; translate insights into actionable strategies and share key learnings across cross-functional teams.
- Constantly evaluate emerging trends and technologies (including AI tools) in retention marketing.
- Manage team members responsible for CX functions and core CX KPIs, and own ongoing effectiveness and innovation in customer support tools.
- Brand dotcom site management, including supporting all calendar, merchandising, design, functionality, CRO/UX initiatives.
Qualifications:
- 6+ years of experience scaling digital growth at breakout brands ($50M+).
- Experience with Yotpo, Klaviyo and Attentive and other customer journey tools.
- Shopify Plus and site management experience required.
Required Skills:
- Strong analytical skills and experience with CRM tools.
- Proven track record in developing and executing retention strategies.
- Excellent communication and team management skills.
Preferred Skills:
- Experience with AI tools in marketing.
- Familiarity with e-commerce best practices.
Pay range and compensation package:
The salary range for this position is $100-130K, with bonus potential and health/vision/dental benefits.
