Senior Manager, Retention & Lifecycle Marketing

As Senior Manager, Retention & Lifecycle Marketing, you’ll architect customer journeys that turn first orders into lasting loyalty. You’ll design and optimize flows across every touchpoint—welcome, reorder, win-back, loyalty, and beyond—making every step seamless, personal, and profitable.

You’ll bring a deep command of CRM and martech—from customer data platforms like Segment to customer engagement platforms like Braze—to power personalized, data-driven journeys. You’ll own the voice of the customer through NPS, surveys, and custom research, and you’ll own StickerGiant’s Top Customer program, designing recognition, perks, and experiences that keep our best buyers engaged.

You’ll manage 1 direct report with the potential to grow the team over time.

This is a role for a modern retention leader: strategist, operator, and martech expert—building journeys, price promotions, product launch campaigns and VIP programs that keep customers coming back for more.

Key Success Metrics

• Engagement and Retention Revenue, from email/SMS/push and key initiatives
• Repeat Purchase Rate and Customer Lifetime Value, on optimized segments
• Customer Satisfaction & Advocacy, measured by NPS and actionable survey insights
• Price Promotions Effectiveness – incremental ROI from price promotions and discounts
  
  

Who You Are

• Experience & credentials
• 7+ years in B2C/B2B e-commerce with proven retention/lifecycle marketing leadership
• 2-3 years managing teams of both technical and non-technical skill sets
• Track record designing and executing multichannel lifecycle and customer loyalty strategies
• Deep understanding of customer segmentation, journeys and lifecycle stages
• Skilled at leading NPS, surveys, and custom research to capture customer insights and shape strategy
• Bachelor’s degree (MBA a plus) in Marketing, Business, or related field
• Martech skills (must-have)
• Expert in CRM platforms (Braze, Klaviyo, or similar) with advanced campaign orchestration skills
• Fluent in customer data platforms (CDPs) like Segment to unify and activate customer data
• Proficient in analytics & reporting tools (GA4, BI dashboards, cohort analysis)
• Experience leveraging automation, personalization, and A/B testing frameworks at scale
• Deep understanding of incrementality measurement & testing
• How you operate
• Highly analytical, data-driven, and relentless about hitting the numbers
• Customer-obsessed—you know what makes them return, upgrade, and advocate
• Hands-on and execution-focused; comfortable testing, iterating, and scaling what works
• Strong cross-functional communicator with Analytics, Design, Product, Engineering, Sales, and Support
• Thrive in a fast-moving, entrepreneurial environment with accountability at the core
  

What You’ll Do

• Design the journey — architect lifecycle flows (e.g. welcome, reorder, win-back, loyalty) that guide target customer segments from first order to retention and long-term growth
• Own retention — set the roadmap and hit goals for repeat purchase and revenue by channel and segment
• Build customer loyalty programs — lead a recognition/loyalty program for StickerGiant’s best customers, driving advocacy and incremental revenue
• Run campaigns that stick — deliver personalized lifecycle and product campaigns
• Turn insights into action — lead NPS, surveys and customer research; distill actionable insights
• Own price promotions — design and implement price discounting and optimize for incrementality
• Manage 1 direct report — coach, prioritize, and grow team capabilities
• Test, learn, scale — run experiments, A/B tests, and cohort analyses to optimize performance
• Put your martech on offense — harness Segment, Braze GA4, BI, survey tools, etc to scale
• Automate & personalize — use AI/LLMs, automation, and advanced segmentation to tailor messages
• Partner cross-functionally — align Analytics, Design, Product/Engineering, Account Management, and Support to create a seamless customer experience
  
  

Position Schedule

• Full-time, exempt role
• Hybrid work environment
• 40 hours/week: Monday-Friday 9am - 5pm MST, with flexibility to work ex normal business hours based on business needs
• Compensation Range: $100k-$130k Base + Bonus