Manager, Lifecycle Marketing

Summary

Health-E Commerce is a consumer health and wellness advocate and online retailer headquartered in New York, NY. The Manager of Lifecycle Marketing will own and optimize the CRM and retention program for the e-commerce business, focusing on automations and personalized communications to engage customers throughout their journey.

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

Skills

• 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. The job description captures general responsibilities, but we are a fast growing company and there are many opportunities for the role to expand further
• Customer-first mindset and dedication to delivering a best-in-class experience
• Genuine curiosity about healthcare, telehealth and healthcare benefits
• Familiarity with HTML is a plus, but not required

Qualifications

Must Haves

• 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. The job description captures general responsibilities, but we are a fast growing company and there are many opportunities for the role to expand further
• Customer-first mindset and dedication to delivering a best-in-class experience
• Genuine curiosity about healthcare, telehealth and healthcare benefits

Nice to Haves

• Familiarity with HTML is a plus, but not required

Benefits

• Discretionary Annual Bonus Eligibility: Up to 15%
• Medical, Dental, Vision, and 401K with a company match
• Dependent Care, FSA & HSA accounts
• Paid Parental & Bonding Leave
• Flexible PTO & office closure on all major holidays
• Monthly wellness & internet reimbursements
• Professional development including certification support & leadership coaching
• Mental Health resources
• 100% remote within the United States
• Must be able to work EST hours