Customer Retention Strategy Manager

1 week ago

New York, New York, United States Solomon Page Full time

Our client is seeking to fill the position of Customer Retention Strategy Manager. This role will spearhead initiatives across email, SMS, loyalty, and direct mail channels to enhance customer loyalty, maximize lifetime value, and mitigate churn while achieving sales goals. The individual will be accountable for activation within the customer data platform and will oversee campaign management, lifecycle strategies, and retention efforts, while managing various vendor partnerships and driving performance metrics. This position collaborates closely with multiple departments including Brand Marketing, Creative, Media, Customer Marketing, Planning, Development, IT, and Finance, reporting directly to the DTC Digital Marketing Director.

Key Responsibilities:

  • Develop and implement a comprehensive strategy and roadmap for customer retention, engagement, and loyalty.
  • Design and refine automated lifecycle journeys and targeted campaigns across email, SMS, loyalty, and direct mail to boost conversion rates, engagement, retention, and customer lifetime value.
  • Manage the points-based loyalty program to increase membership, transaction frequency, and lifetime value (LTV) of engaged customers.
  • Create retention marketing campaigns and actionable strategies focusing on personalized customer journeys.
  • Utilize diverse data sources to enhance personalization, segmentation, and audience strategies across channels, leveraging the Customer Data Platform (CDP) and Email Service Provider (ESP).
  • Collaborate with data teams to utilize analytics for driving customer-centric campaigns and first-party data collection and activations.
  • Lead acquisition strategies and campaigns to achieve or surpass growth targets for list size and membership.
  • Oversee budgeting, forecasting, and expenditure tracking per channel, ensuring a balance between ROI and spending, while working closely with finance and procurement as needed.
  • Plan promotional initiatives aimed at increasing average order value (AOV), reducing churn, and enhancing overall lifetime value (LTV) to support business revenue growth.
  • Manage the campaign briefing process, ensuring that requirements and delivery timelines are clearly communicated and executed effectively.
Required Qualifications:
  • Minimum of 5 years of relevant experience in CRM, loyalty, and email marketing.
  • A bachelor's degree in a relevant field or equivalent experience with consumer brands.
  • Proficiency with ESP platforms; familiarity with Klaviyo and Wunderkind is advantageous.
  • Experience with personalization tools such as Movable Ink.
  • Proven track record in managing a cross-channel marketing budget.
  • Experience collaborating with internal and external partners across various disciplines.
  • Expertise in Google Analytics, along with strong Excel and reporting capabilities.
  • Excellent verbal and written communication and presentation skills.
  • Strong strategic and financial acumen; comfortable executing tactical decisions based on data insights.
  • Exceptional attention to detail, time management, and follow-through.
  • Self-motivated with the ability to work independently and collaboratively within a team.
  • Strong project management skills (experience with Basecamp or Asana is a plus). Highly organized with a proven ability to deliver projects on time and within budget.
  • A proactive individual with experience in driving brand and financial objectives, capable of thriving in a fast-paced, collaborative environment while maintaining a keen eye for detail.
  • Authorization to work in the United States on a full-time basis.

If you meet the required qualifications, we encourage you to consider this opportunity.


About Solomon Page

Founded in 1990, Solomon Page is a specialized provider of staffing and executive search solutions across a diverse range of functions and industries. Our success is rooted in an organic growth strategy supported by a highly entrepreneurial culture. As a strategic partner to our clients and candidates, we focus on delivering customized solutions and fostering long-term relationships built on trust, respect, and consistent excellence in results. For more information and additional opportunities, connect with us.

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