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DTC Retention Manager

3 months ago

New York, United States Solomon Page Full time

Our client is looking to fill the role of DTC Retention Manager. The DTC Retention Manager will lead email, SMS, loyalty, and direct mail programs/channels to drive customer loyalty, lifetime value, churn prevention, and deliver on sales objectives. This position will be responsible for activation across the customer data platform and will own & oversee campaign management, lifecycle and retention strategies, manage multiple vendor relationships, and drive performance targets. This role sits within Sales working collaboratively with Brand Marketing, Creative, Media, Customer Marketing, Planning, Development, IT and Finance. The DTC Retention Manager will report to the DTC Digital Marketing Director.


Responsibilities:


  • Drive DTC strategy and roadmap for retention, engagement, and loyalty
  • Build and optimize automated lifecycle journeys and one-off campaigns across email, SMS, loyalty, and direct mail to increase conversion, engagement, retention, and customer lifetime value
  • Lead our points based loyalty program to grow member count, average transaction count, and lifetime value (LTV) from engaged users
  • Develop retention marketing campaigns and drive actionable strategies on the customer journey with a focus on 1:1 personalization
  • Leverage multiple data sources to optimize personalization, segmentation, and audience strategies cross-channel, utilizing the Customer Data Platform (CDP) and Email Service Provider (ESP)
  • In partnership with data teams, utilize analytics to drive customer-centric campaigns and first party data collection and activations
  • Lead channel acquisition strategies & campaigns to meet and/or exceed growth targets for list size and member count
  • Plan budget, forecast, and track spend per channel. Proactively manage budget to meet the desired balance between ROI and spend, working closely with finance and procurement when necessary
  • Plan promotional campaigns to increase AOV, reduce churn, improve overall lifetime value (LTV) and therefore support net revenue growth of the business
  • Own and oversee campaign briefing process, assets, and project organization to ensure both requirements and delivery dates are clearly communicated, understood, and properly executed


Required Qualifications:


  • 5+ years of related experience in CRM, loyalty, and email marketing
  • A bachelor’s degree in a relevant field and/or experience working with consumer brands
  • Experience working with ESP platforms. Knowledge of Klaviyo and Wunderkind a plus
  • Experience with personalization platforms such as Movable Ink
  • Experience managing a marketing budget cross-channel
  • Experience working with internal and external partners across multiple disciplines
  • Expert in Google Analytics and has strong excel and reporting skills
  • Excellent oral and written communication/presentation skills
  • Strategic & financial capabilities; comfortable with tactical execution with data-led decisions
  • Superior attention to detail, time management, and follow-through
  • Self-starter with the ability to work well independently and in a team environment
  • Strong project management abilities (Basecamp, Asana a plus). Highly organized and proven ability to execute projects on time and on budget
  • A self-starter who has experience driving brand and financial goals. Ability to work well in a fast-paced, collaborative environment and is detail oriented
  • Current authorization to work in the United States on a full-time basis


If you meet the required qualifications and are interested in this role, please apply today.


The Solomon Page Distinction


Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.


About Solomon Page


Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.


Opportunity Awaits.