Retention Manager

Apothékary is looking for a data-driven and customer focused Retention Manager to join our growing team. This role will report to the Head of Marketing and will play an integral role in executing a high performing customer retention program. The ideal candidate will have a passion for driving customer engagement and loyalty while actively managing customer churn and LTV metrics.

Responsibilities:

Email & SMS Planning

• Plan monthly email campaigns together with the email agency to support priority brand and sales channel initiatives.
• Manage Asana projects to ensure timely delivery of assets, email builds in Klaviyo, SMS builds in Attentive, and delivery scheduling.
• Manage email flows and pop ups to optimize conversion and LTV on DTC.
• Collaborate with internal and external creative resources to ideate, brief, and copywrite email/SMS campaigns and flows
• Report on email/SMS metrics and work with the team to deliver on monthly objectives.

Loyalty & Subscriptions

• Create and implement monthly plans to grow loyalty program, growing members, revenue, and engagement
• Leverage loyalty data to strengthen brand differentiation and improve customer retention and lifetime value.
• Continuously optimize subscription programs plans to grow subscribers, repeat purchases, and LTV
• Work with cross functional partners to support retention across multiple channels including Amazon, Tik Tok Shop, and retail.
• Manage consumer surveys related to brand experience, product experience, and product results.

Analytics

• Measure and report on retention performance metrics, list growth, and cohort performance.
• Manage weekly and monthly performance KPIs.
• Monitor consumer feedback from Customer Service and implement learnings into retention planning.

• Strong analytical mindset with experience in CRM, retention marketing, lifecycle management, and customer-level metrics (cohorts, LTV, segmentation).
• Proficient with email/SMS marketing platforms (Klaviyo and Attentive) and personalization tactics, with a passion for understanding consumer behavior and driving engagement.
• Proficient with subscription platforms (e.g. Recharge)
• Demonstrated experience driving eCommerce revenue in prior relevant roles, with the ability to interpret data and act on results.
• Effective collaborator with experience working with teams and building strong cross-functional relationships.
• Highly organized with the ability to manage multiple projects, adapt to change, and maintain a proactive, "can-do" mindset.
• Excellent written, verbal, presentation, and cross-team communication skills.
• Ability to maintain confidentiality, work well with others, and thrive in a fast-paced environment.
• Bachelor's degree
• 4-5 years of experience in CRM/Digital Marketing/Direct Marketing
• Experience working with ecommerce platforms (like Shopify)
• Experience working with CRM platforms (like Klaviyo and Attentive)

• Comprehensive health, dental and vision plans
• Monthly paid Mental Health Days in addition to PTO
• Monthly Apothékary product stipend