Retention & Loyalty Marketing Manager

OSEA Malibu is seeking a Retention & Loyalty Marketing Manager to own and evolve their CRM and lifecycle marketing ecosystem. The role focuses on strengthening customer relationships, driving repeat purchases, and increasing long-term customer value through various marketing channels and strategies.

Responsibilities:

• Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers
• Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals
• Segment customer lists based on behavior, demographics, and preferences for highly targeted communication
• Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement
• Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value
• Collaborate with cross-functional teams to enhance subscription offerings and customer experience
• Implement strategies to reduce churn and increase customer satisfaction within the subscription program
• Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value
• Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases
• Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance
• Develop comprehensive customer journey maps to identify key touchpoints for effective communication
• Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy
• Work collaboratively with other teams to ensure a seamless and consistent customer experience
• Analyze behavioral touchpoints to optimize and increase customer retention rate

Requirements:

• Bachelor's degree in Marketing, Business, or a related field
• 3-5 years of experience in CRM or Lifecycle Marketing within the beauty or consumer packaged goods (CPG) industry
• Hands-on experience owning email marketing, SMS marketing, subscription programs, and loyalty programs required
• Proficient in marketing automation tools and CRM platforms (i.e. Klayvio, PostScript, Post Pilot)
• Analytical mindset with the ability to interpret data and derive actionable insights
• Excellent communication and collaboration skills
• Creative thinking and a customer-centric approach
• Direct mail experience preferred