Retention Marketing Manager

3 weeks ago

Mississauga, Ontario, Canada LUS Brands Full time

Company Overview

LUS Brands ("Love Ur Self") is a Toronto-based DTC (direct-to-consumer) hair care brand that's backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors.

Since launching in 2017, we have shipped over 10 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned thousands of 5-star reviews. Our mission is as simple as the products we create: to encourage people to genuinely love and accept themselves so that their unique beauty can shine through.

At LUS, success starts with the right mindset. We're committed to bringing on individuals who see possibilities instead of limitations. We're looking for team members who embrace growth, take ownership of their results, and view challenges as opportunities.

We value resilience, self-motivation, and the determination to turn a "no" into a "not yet." You bring energy, lead with a growth mindset, trust in your ability to create opportunities, and take action to achieve your goals. If you're passionate about growth, eager to learn, and driven to overcome challenges, we want to hear from you

To learn more, visit lusbrands.com

About the Role

As the Retention Marketing Manager, you will be at the forefront of driving meaningful connections with our customers, designing and executing innovative, consumer-first activation strategies that resonate throughout their journey with LUS Brands.

Reporting directly to the VP of Growth Marketing, you will own a core current revenue-driving channel for us (Email) while working on relaunching and growing another potentially big channel (SMS). You will also revive and own our loyalty program and devise strategies on how to leverage this tool as part of a holistic retention marketing plan. You will bring a fresh perspective on how to improve consumer loyalty.

Your expertise will fuel the creation and evolution of impactful lifecycle campaigns backed by rigorous performance analysis and a commitment to continuous optimization. This is your opportunity to leave a lasting mark on a dynamic, growing brand by creating experiences that inspire loyalty and drive results.

About You

  • You are passionate about Retention Marketing (email / SMS, loyalty, etc.) and its power to build strong customer relationships to drive measurable growth.
  • You are a strategic thinker with a hands-on approach, thriving in both high-level planning and day-to-day execution.
  • You are highly analytical and detail-oriented and understand the nuances of CRM metrics and are skilled at turning insights into impactful lifecycle strategies.
  • You are obsessed with customer journeys and have a curiosity to push KPIs through new tests & iterations.
  • You are data-driven, constantly testing and iterating to optimize performance while maintaining a strong creative touch to engage and inspire.
  • Collaboration is your superpower—you work seamlessly across teams to deliver cohesive messaging and campaigns. At the same time, you're self-motivated and proactive, always looking for new ways to improve customer engagement and retention.
  • You thrive in a fast-paced environment, and your adaptability and resourcefulness shine as you tackle challenges with a solutions-focused mindset.
  • You love Ecommerce and Retail
  • You believe in putting the customer first.

Responsibilities & Duties

  • Map out the consumer lifecycle journey and devise strategies to drive engagement and loyalty at every touch point
  • Plan, execute, iterate and optimize our email and SMS campaigns across current channels
  • Test and expand into new lifecycle touchpoints & channels
  • Implement performance targets for our email and SMS campaigns, channels, segments, etc
  • Build customer segmentation & user journey strategies, measure & optimize our KPIs, launch new initiatives aligned with changing business needs
  • Own our email/SMS calendar and creative briefing process for campaign materials
  • Collaborate across marketing channels to leverage content, campaign themes, messaging, etc., for improved performance and cohesive efforts
  • Launch regular testing to continue optimizing core campaign metrics
  • Share regular insights with channel owners and key business stakeholders
  • Develop monthly email forecasts for both revenue, channel KPIs and segment list growth

Qualifications

  • 3-5 years experience managing retention marketing for an eCommerce brand.
  • Proven success in customer engagement and retention tactics that increased customer LTV & lifecycle KPIs (reduced churn, increased order value and frequency)
  • Hands-on experience in platform with ESP (Klaviyo, Braze)
  • Strong analysis and analytical skills (experience in GA4 & Shopify)
  • End-to-end management of an effective loyalty program, with sound understanding of how to incorporate this tool into a larger retention marketing plan
  • Excellent communication and presentation skills, ability to multi-task in a fast-paced, data-driven environment

Why Join LUS Brands?

  • Comprehensive Benefits: Receive medical and dental coverage and life insurance to ensure your health and peace of mind. We also provide an Employee Assistance Program for additional support.
  • Future Planning: Take advantage of RRSP-matching retirement benefits to help secure your financial future.
  • Time Off: Benefit from paid time off, including vacation days, personal days, bereavement leave, and paid holidays.
  • Wellness Support: Receive an annual wellness allowance to prioritize your health and well-being.
  • Exclusive Perks: Enjoy generous discounts on LUS Brands products for you, your family, and your friends.

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