The Retention Manager will execute customer retention strategies, manage email/SMS campaigns, grow loyalty programs, and analyze retention metrics to improve customer engagement and loyalty.
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.
Requirements
- 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)
Benefits
- Comprehensive health, dental and vision plans
- Monthly paid Mental Health Days in addition to PTO
- Monthly Apothékary product stipend
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