Retention & Loyalty Marketing Manager

As Retention & Loyalty Marketing Manager, you will own and evolve OSEA’s CRM and lifecycle marketing ecosystem—including email, SMS, direct mail, loyalty, and subscription programs. In this role, you will play a key part in strengthening customer relationships, driving repeat purchases, and increasing long-term customer value. The ideal candidate is a collaborative team player who thrives in a fast-paced, high-impact, and cross-functional environment. This person proactively identifies opportunities to improve retention metrics, executes effective A/B tests, and continuously enhances the end-to-end customer experience across the business. Responsibilities: Owned Channel Management • Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers. • Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals. • Segment customer lists based on behavior, demographics, and preferences for highly targeted communication. • Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement. Subscription Program Management: • Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value. • Collaborate with cross-functional teams to enhance subscription offerings and customer experience. • Implement strategies to reduce churn and increase customer satisfaction within the subscription program. Loyalty Program Expansion • Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value. • Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases. • Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance. Customer Journey Mapping: • Develop comprehensive customer journey maps to identify key touchpoints for effective communication. • Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy. • Work collaboratively with other teams to ensure a seamless and consistent customer experience. • Analyze behavioral touchpoints to optimize and increase customer retention rate. • Bachelor’s degree in Marketing, Business, or a related field. • 3-5 years of experience in CRM or Lifecycle Marketing within the beauty or consumer packaged goods (CPG) industry. • Hands-on experience owning email marketing, SMS marketing, subscription programs, and loyalty programs required. • Direct mail experience preferred • Proficient in marketing automation tools and CRM platforms (i.e. Klayvio, PostScript, Post Pilot) • Analytical mindset with the ability to interpret data and derive actionable insights. • Excellent communication and collaboration skills. • Creative thinking and a customer-centric approach. What We Offer • Medical, dental, and vision • Flexible Spending Account (FSA) • Quarterly wellness and technology stipend • 401(k) match (up to 4%) • New hire work from home stipend • Up to 3 months of parental leave for eligible team members • Flexible PTO • Paid company holidays • 4 days to volunteer per year Apply tot his job Apply To this Job