Manager, Lifecycle Marketing

Health-E Commerce is a healthcare e-commerce company seeking a Manager of Lifecycle Marketing to lead and optimize its CRM and customer retention program. The role owns lifecycle automations, personalized communications, experimentation, analytics, and cross-functional strategies to acquire, onboard, retain, and cross-sell customers.

Responsibilities:

• Create differentiated customer journeys that build upon our industry-best customer retention
• Own the strategy and roadmap for lifecycle automations and personalized triggered communications across the customer journey (e.g., welcome flows, browse/cart abandonment, replenishment, win-back, cross-sell/upsell)
• Develop best-in-class CRM strategies on our email, SMS, direct mail, and other customer retention channels; help drive day-to-day execution while developing longer term strategies
• Employ test-and-learn experimentation (A/B testing, hold-outs) to identify and forecast incrementality and develop key insights about our customers
• Work with the Data team on everything from regular reports and dashboards to developing and creating customer churn models for a data-first approach to retention
• Partner with the Growth team to support customer acquisition, onboarding, and activation strategies that maximize customer acquisition cost along with downstream retention
• Work with Brand to ensure lifecycle communications reflect a cohesive content strategy and consistent brand voice
• Work with the Finance teams to project overall business impact of new retention strategies

Requirements:

• • Minimum of 3+ years of experience in Retention, CRM, Loyalty, or other related functions
• • Hands-on experience and knowledge of CRM platforms such as Bloomreach, Klayvio, Iterable, or similar tools
• • Previous experience launching customer retention models and understanding macro level strategies to drive customer retention
• • Experience managing loyalty and referral programs for subscription services that drive meaningful impact
• • Comfort working with finance teams on P&L considerations, forecasting, and other financial business metrics
• • Expertise in analytics and experience using BI tools including Looker, Tableau or any other web analytics platforms
• • Ability to thrive in a fast-paced ambiguous environment
• • Customer-first mindset and dedication to delivering a best-in-class experience
• • Genuine curiosity about healthcare, telehealth and healthcare benefits
• • 100% remote within the United States
• • Must be able to work EST hours
• • Familiarity with HTML is a plus, but not required