Shinesty

Retention Marketing Lead

Shinesty

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Job Level

Senior

About the role

  • Build and execute clear retention, subscription, and lifecycle strategy frameworks across the customer journey
  • Identify the biggest retention and subscriber value levers (offers, UX friction, packaging, merchandising, onboarding, touch points, education, etc.) for different cohorts, customer archetypes, and product entry points
  • Align cross functional teams on priorities and tradeoffs across merchandising, product, acquisition, creative, CX and more
  • Lead customer facing retention channels (Email, SMS, Loyalty, Direct Mail, Recurring Subscriptions, etc.) by optimizing existing efforts and implementing new strategies and tactics that grow engagement and ultimately lifetime value.
  • Create and maintain segmentation frameworks and automations that scale and deliver incremental value
  • Build, maintain, and execute on a retention marketing calendar
  • Manage and optimize deliverability, creative best practices, frequency and personalization for owned CRM channels
  • Own subscription onboarding, engagement, the digital products themselves (customer portal + recurring subscription tool), dunning/payment recovery, subscriber up/cross-sells, etc.
  • Understand the drivers of subscription churn, and build strategies over time that decrease it
  • Partner with merchandising and product to ensure subscription benefits and value propositions are irresistible
  • Collaborate with other function owners that inherently impact customer LTV and retention potential (website/ecommerce, acquisition, creative, merchandising, product etc.)
  • Understand and cater to our various customer archetypes and product category shoppers through in depth understanding of the various channels and product journeys
  • Regularly champion and develop new channels and tactics
  • Directly manage leaders of the CRM and Customer Service functions, and the teams that report up to them
  • Nurture customer relationships by setting a vision and empowering the customer service team to provide standout support

Requirements

  • 5-10 years of direct experience in lifecycle, CRM channel management, and/or retention marketing.
  • Direct experience growing a digitally native brand and customer base
  • Experience managing a recurring subscription program, including deep experience with dunning, payment recovery, and product journey strategies
  • Deep analytical skills, including direct experience with dashboarding, hands-on report building through a BI tool, and ad-hoc analyses…all of which help us identify issues and opportunities faster, and act on them. You don’t need a data scientist or dedicated analyst to get smart learnings.
  • A robust understanding and appreciation of creative factors that impact business results. On brand creative for Shinesty seeks to entertain, engage, convert, and keep customers coming back for more
Benefits
  • **Unlimited PTO:** We trust you to manage your results and your recharge time—whether that’s a week in the mountains or a Tuesday afternoon off.
  • **Medical, Dental, & Vision:** Coverage to keep you healthy while you help us grow our customer cohorts.
  • **Generous Employee Discount:** Direct access to the "on-brand" creative and products that make Shinesty unique.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
lifecycle strategyretention marketingCRM channel managementsubscription program managementdunningpayment recoverydashboardingreport buildingad-hoc analysescustomer journey optimization
Soft Skills
cross-functional collaborationleadershipanalytical skillscustomer relationship managementstrategic thinkingvision settingempowermentcreative appreciationproblem-solvingcommunication