Retention Marketing Senior Manager

Title: Retention Marketing Senior Manager

Reports to: Associate Director, Growth Marketing

Location: New York City (Hybrid)

FLSA Status: Full Time / Exempt

Who We Are: At Fur, we celebrate comfort, confidence, and care for every body. As the first brand to make pubic hair and skin care a mainstream conversation, we pioneered clean, effective, and inclusive solutions that redefine beauty and self-care. Since our founding in 2015, our woman-founded and led company has expanded from ingrown hair treatments to a full range of skin and body care essentials designed to make everyone feel seen, comfortable, and empowered.

Who You Are: As the Retention Marketing Senior Manager, you will lead retention and lifecycle strategy across both sides of our business: Fur Professionals (B2B) - our esthetician wholesale channel - and Fur You (DTC), our direct-to-consumer business. Your toolkit will include everything from lifecycle email and SMS programs to loyalty initiatives, re-engagement campaigns, and direct mail.

You'll use data-driven insights to personalize the customer experience, improve retention KPIs, and build long-term brand loyalty. Working cross-functionally with creative, digital, CX, and ecommerce teams, you'll ensure a seamless customer journey that drives repeat purchases and engagement.

This role is ideal for a marketer with experience in DTC and B2B2C environments who thrives on data, experimentation, and thoughtful, results-driven storytelling.

What You'll Do:

Customer Lifecycle & Retention

• Drive ecommerce growth and profitability by developing customer-centric campaigns and branded messaging that strengthen engagement and conversion.
• Continuously optimize lifecycle flows - including onboarding, replenishment, win-back, and post-purchase journeys - to improve retention and LTV.
• Own and operate HubSpot end-to-end for Fur Professionals, serving as the platform power user responsible for lifecycle automation, segmentation, campaign execution, and reporting to drive account retention, reactivation, and growth.
• Partner with creative and copy teams to brief best-in-class messaging, visuals, and storytelling that align with brand campaigns.
• Implement and manage new retention programs, including loyalty, referral, review generation, and shopping customization initiatives.
• Develop and execute testing strategies to refine campaign segmentation, timing, and creative performance.
• Oversee the growth and maintenance of the email and SMS databases, managing new sign-ups, opt-outs, and compliance.
• Benchmark campaign performance against industry trends to identify innovation opportunities.
• Project manage campaign execution across design, ecommerce, and web development to ensure flawless and timely delivery.
• Maintain weekly calls with agencies and platform partners to align on performance, new features, and optimization opportunities.
• Partner with the agency to build and execute a long-term retention roadmap, aligning on strategic initiatives that drive measurable business outcomes.

Community & Advocacy Marketing

• Oversee the strategy and execution of Fur's retention and advocacy programs, focused on building loyalty, social proof, and organic growth through rewards, referrals, and reviews.
• Own the brand's rewards program, ensuring it strengthens customer engagement and drives higher repeat purchase rates, AOV, and LTV.
• Manage referral and review programs, encouraging community-based sharing and peer recommendations to support acquisition and retention.
• Analyze program performance, identifying opportunities to optimize participation, redemption, review volume, referral conversion, and overall program ROI.
• Partner with the Growth and CX teams to integrate advocacy initiatives seamlessly into the customer journey.

What You'll Bring to the Team:

• 3+ years of experience in retention, lifecycle, or CRM marketing, preferably in DTC and B2B2C environments (experience with small consumer goods brands is preferred).
• Proven success implementing loyalty programs from start to finish.
• Experience managing lifecycle campaigns across multiple channels, including email, SMS, and direct mail.
• Advanced proficiency with HubSpot CRM
• Proficiency with Klaviyo, Shopify, AI models and Triple Whale.
• Strong analytical and reporting skills using Google Sheets or Excel.
• Experience overseeing agencies and ensuring alignment with brand and performance goals.
• Excellent communication and project management skills.
• Bachelor's degree in Marketing, Business, or a related field (or equivalent experience).

Bonus Points For:

• Experience managing customer loyalty programs.
• Understanding of subscription and non-subscription lifecycle marketing.
• Familiarity with Meta, TikTok, and other paid channels.

What We Offer:

• Generous Time Off: Unlimited PTO, Summer Fridays, and 12 paid holidays.
• Flexibility: Hybrid work environment in NYC.
• Paid Parental Leave: Up to 4 months fully paid.
• Comprehensive Benefits: Medical, dental, vision, FSA/HSA options, commuter benefits, Employee Assistance Program, Commuter Benefits, and access to Spring Health.
• Retirement: 401(k) with company match after one year.
• Donation Matching: Up to $500 to any 501(c)(3).

Salary: $120,000 - $140,000

Fur is an equal opportunity employer. We are committed to building a staff community where everyone feels safe, comfortable, supported, and included. Fur does not discriminate in employment on the basis of race, religion, sex (including pregnancy), gender identity, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

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