Retention Marketing Manager

Role Overview

• Own the retention marketing roadmap across the customer lifecycle, with a focus on post-purchase engagement, replenishment, routine building, loyalty, and win-back initiatives.
• Develop and execute strategies that help customers establish and maintain healthy supplement routines, ultimately increasing repeat purchase rates and customer lifetime value.
• Lead retention initiatives including lifecycle messaging, reminder programs, habit-building communications, replenishment experiences, and other customer engagement strategies.
• Identify opportunities to reduce barriers to consistent supplement use by creating programs, tools, and customer experiences that make it easier for customers to stay on their routines.
• Develop and prioritize testing plans across messaging, timing, cadence, incentives, customer experiences, and physical or digital routine-building tools.
• Analyze customer purchase behavior, engagement patterns, surveys, reviews, qualitative feedback, and customer service interactions to uncover opportunities to improve retention.
• Serve as the internal expert on customer retention and routine-building behaviors, sharing insights with Brand, Merchandising, Ecommerce, Product Development, Creative, and Analytics teams.
• Partner with Email and SMS Marketing teams to develop lifecycle messaging that supports replenishment reminders, educational content, routine building, and customer engagement.
• Collaborate with Ecommerce teams to integrate retention and routine-building experiences into the digital customer journey, including personalized recommendations, account experiences, subscriptions, and post-purchase touchpoints.
• Work with Merchandising to identify products, bundles, and assortment strategies that encourage consistent supplement usage and repeat purchasing.
• Partner with Brand and Creative teams to develop compelling content, educational materials, and campaign assets that motivate customers to build lasting supplement habits.
• Own reporting and optimization of key retention KPIs, including Repeat Purchase Rate, Customer Lifetime Value, Replenishment Rate, Time Between Purchases, and Customer Churn/Lapse Rate.
• Partner with Marketing Analytics to build reporting, dashboards, customer segmentation, and actionable insights that inform future retention strategies.
• Maintain a test-learn-apply mindset, continuously optimizing retention programs based on customer behavior, performance data, and business impact.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

Requirements

• Bachelor’s degree in Marketing, Business, Consumer Psychology, Communications, or a related field; equivalent experience will also be considered.
• 3–6 years of experience in retention marketing, lifecycle marketing, CRM, customer engagement, eCommerce marketing, or a related discipline.
• Experience developing customer lifecycle strategies that drive repeat purchases, customer loyalty, and long-term engagement.
• Curiosity about consumer behavior and what motivates long-term habit formation.
• Strong analytical skills with the ability to interpret customer data, identify trends, and make data-driven recommendations.
• Excellent written and verbal communication skills.
• Demonstrated ability to work effectively across Brand, Creative, Ecommerce, Merchandising, Analytics, Product, Technology, and Operations teams.
• Self-starter who proactively identifies opportunities to improve customer retention and customer experience.
• Comfortable operating in a fast-paced environment with evolving priorities.
• Ability to influence without direct authority and build alignment across cross-functional teams.
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.
• Comfortable developing hypotheses, prioritizing opportunities, and measuring business impact.
• Ability to translate customer insights into actionable marketing programs and customer experiences.
• Strong understanding of customer lifecycle marketing, retention strategies, segmentation, personalization, and testing methodologies.
• 3–6 years of experience in retention marketing, lifecycle marketing, CRM, customer engagement, eCommerce marketing, or a related discipline.
• Ability to travel up to 10%.

Benefits

• Fitness Center Reimbursement
• Product Discounts