Shinesty is looking for a Retention Marketing Lead to grow increasingly consistent and profitable customer cohorts. In this role, you will own product, experience, and retention marketing engines, picking up existing programs and crafting new strategies to retain more customers and increase their lifetime value.

What You'll Do

Build and execute clear retention, subscription, and lifecycle strategy frameworks across the customer journey.
Identify the biggest retention and subscriber value levers for different cohorts, customer archetypes, and product entry points.
Align cross-functional teams on priorities and tradeoffs across merchandising, product, acquisition, creative, CX, and more.
Lead customer-facing retention channels (Email, SMS, Loyalty, Direct Mail, Recurring Subscriptions) by optimizing existing efforts and implementing new strategies.
Create and maintain segmentation frameworks and automations that scale and deliver incremental value.
Build, maintain, and execute on a retention marketing calendar.
Manage and optimize deliverability, creative best practices, frequency, and personalization for owned CRM channels.
Own subscription onboarding, engagement, the digital products themselves, dunning/payment recovery, and subscriber up/cross-sells.
Understand the drivers of subscription churn and build strategies over time that decrease it.
Partner with merchandising and product to ensure subscription benefits and value propositions are compelling.
Collaborate with other function owners that inherently impact customer LTV and retention potential.
Understand and cater to our various customer archetypes and product category shoppers.
Regularly champion and develop new channels and tactics.
Directly manage leaders of the CRM and Customer Service functions, and the teams that report up to them.
Nurture customer relationships by setting a vision and empowering the customer service team to provide standout support.

What We're Looking For

5-10 years of direct experience in lifecycle, CRM channel management, and/or retention marketing.
Direct experience growing a digitally native brand and customer base.
Experience managing a recurring subscription program, including deep experience with dunning, payment recovery, and product journey strategies.
Deep analytical skills, including direct experience with dashboarding, hands-on report building through a BI tool, and ad-hoc analyses.
A robust understanding and appreciation of creative factors that impact business results.