Retention Marketing Manager

Retention Marketing Manager you will bridge consumer insights and analytics to track customer retention and performance. Youll bring the voice of the customer insights to the forefront of our team and be responsible for tracking customer analytics ideating ways to engage consumers within the journey and work in partnership with our Retention Marketing team to create and implement new retention/loyalty strategies and areas of opportunity.

You are the heart of the customer and couple consumer listening with business performance to better enhance the customer journey. You are the bridge between the customer service team to the communications team to ensure continuity and relay key learnings that should be implemented. You help implement creative and scalable strategies that generate customer repeat/LTV all while leveraging data and consumer insights.

A sampling of what youll be doing:

• Create new consumer experiences as an outcome from consumer insights. Lead from idea build implement measure and postimplementation optimization.
• Use data insights to create new key initiatives across customer experience to drive customer delight repeat purchase rates and reduce churn.
• A/B test new programs to aid in customer retention repeat purchase rate and increase AOV
• Collaborate cross functionally with customer success content retail innovation acquisition and website marketing teams to uncover consumer insights.
• Track key KPIs including customer LTV gross customer sales repeat rates AOVs 1st month subscription rates bundle purchase rates cancel reasons and more. Leverage Looker and our marketing platform tools to understand consumer behavior and identify areas for improvement. Report out proactively on performance and come up with new ways to provide consumers with additional value and drive the business forward based on trends.
• Manage our postpurchase buyer survey with a dynamic questionnaire used to continuously provide us with insights and improve our business.
• Lead the ambassador program in the Facebook Group building and sustaining a group of Uqora raving fans. Admins of the Facebook Group will keep a rolling list of Uqora stars your responsibility would be to reach out to these contacts and foster ongoing relationships manage incentive programs and tap these contacts for insights.
• Work in partnership with the Customer Success team to optimize key partner platforms including Stamped BazaarVoice Wonderment Recharge Textline.
• Partner with the Customer Success team to understand the impact of communications on retention and optimize the customer experience.
• Proactively manage FAQ content onsite emails and CS macros to ensure messaging continuity across all channels (CX macros website content emails etc.)
• Manage retention platforms such as Churnbuster and ARPU.
• Execute chat campaigns in partnership with the Customer Service team to uncover customer insights.
• Work in collaboration with the automated comms role to manage tags in Gorgias to help determine email campaign performance for subscribers and win back strategies.
• Have shared account management with Recharge with the Website Manager.
• Escalate prioritize and manage consumer facing issues with partners and internal teams as they may arise with urgency always putting the customer experience and retention performance first. Keep internal teams abreast of issues impacts and resolution.
• Other metrics you are responsible for: customer shipments via Wonderment card error reasons MoM cancel reasons MoM. In addition proactively come up with new items to analyze/understand the customer journey to enhance the customer experience.
• Lead customer discovery efforts via surveys call down interviews and focus groups.
• Teach and guide other members in the organization on call downs and nurturing the heart of the customer with other team members.
• Key KPIs: Repeat purchase rate customer LTV churn rate FB Group ambassador program growth.
• Bonus (but not required): working knowledge of Looker.

Who you are:
Customercentric: as the internal champion for the consumer journey you believe that good business is humancentric—you welcome the opportunity to connect directly with customers and understand that relationships drive important qualitative insights that lead to improvement.
Analytical: you enjoy spending time analyzing marketing campaign performance. You dive deep to uncover new insights and youre skilled at translating analytics into action.
Goaloriented: you are a resilient selfstarter who looks to make leaps forward in customer lifetime value metrics You understand how lifecycle marketing drives business performance and you proactively come up with consumer experiences that support the business growth goals positive consumer outcomes and greater customer LTV.
Strategic: you spend time understanding how your work contributes to the bigger picture and understanding the pieces that make the whole.
Methodical: while you can zoom out you know its important to dive deep into data to help understand a qualitative insight and/or discover a new trend.
Collaborative and communicative: you find it easy to work with many types of people and communicate with ease. Youre comfortable leading and following managing internal and external stakeholders and believe collaboration is key to success.
Curious & a lifelong learner: you keep up to date on evolving retention marketing technologies and methodologies. Youre naturally curious and continually push yourself to know more do more.
Required Experience:

• 37 years of consumer marketing experience for an omnichannel business with track record of improving customer retention rates and customer LTV leveraging voice of customer insights
• Experience synthesizing data and working with data visualization tools (Looker Tableau etc.)
• Relevant eCommerce or directtoconsumer experience ideally for a subscriptionbased business
• Strong analytical skills
• Knowledge of basic consumer insights techniques both quantitative and qualitative
• Excellent verbal written and interpersonal skills
• Google Sheets / Excel advanced skills
• Bachelors degree

Nicetohave experience:

• Experience at a highgrowth startup ideally in CPG or Health / Wellness

Compensation & Benefits

• This position is a full time exempt (salary) role
• Salary Range: $102400 $120000 base annual salary
• Generous annual performance bonus
• Generous flexible PTO policy
• 11 paid holidays per year
• Medical Dental Vision benefits with generous employer contribution
• Health and Dependent Care HSA/FSA
• 401K with employer match
• Pet Insurance
• Wellness discounts programs and free vitamins and supplements from our brands
• Parental Leave Policy for employees with 1 year of service
• New Hire office stipend
• Training and Development opportunities

Additional Details

• Based in San Diego CA
• Hybrid Work Environment We work in office 2 days/week (required) so candidates must be within reasonable commuting distance from the office in San Diego California
• You must be fully vaccinated to work at our offices