Senior Manager of CRM & Lifecycle Marketing

• We’re looking for a CRM & Lifecycle Marketing leader to own the customer relationship post acquisition, driving retention, LTV, and repeat purchase through email, SMS, and subscription strategy
• This role sits at the intersection of retention marketing and subscription management, with a secondary mandate to support top of funnel nurture for prospects
• You’ll own the roadmap for how we talk to customers across their lifecycle, from first purchase through long term loyalty, and partner with the site team to ensure a customer journey that improves conversion
• Own the end-to-end lifecycle marketing strategy: welcome series, post purchase, replenishment, win back, and loyalty flows
• Drive retention and LTV as a primary KPI, partnering with the growth team to shift acquisition heavy thinking toward existing customer revenue
• Manage and optimize subscription program performance (signups, retention, churn, cadence/SKU management) in partnership with subscription tools
• Build and refine segmentation and personalization strategy across CRM channels
• Partner with acquisition/paid teams to support prospect nurture streams, ensuring smooth handoff from acquisition to lifecycle
• Define and report on core CRM metrics: retention rate, repeat purchase rate, subscriber churn, email/SMS attributed revenue, list health
• Collaborate cross functionally with site experience, creative, and product teams on campaign execution and testing roadmap
• Manage day to day execution, either directly or through a coordinator/specialist, with accountability for calendar, QA, and deployment
• Bring a test and learn mindset to flows, offers, and segmentation using data to prioritize the highest impact levers

Benefits

• Health, Medical & Dental Benefits
• Wellness Days & Summer Hours
• Mental Health Support
• Wellness Stipend
• Slack Interest Groups
• Pet Feeding Program
• RRSP and 401(k)
• Hybrid & Remote Work

• Hands on expertise with an ESP/CRM platform (Klaviyo strongly preferred) and subscription management tools
• 4 - 6 years in CRM, lifecycle, or retention marketing, ideally in DTC/ecommerce; subscription business experience a strong plus
• Strong analytical skills — comfortable owning reporting and translating data into a prioritized roadmap
• Track record of building or scaling retention programs that measurably moved LTV, repeat rate, or churn
• Experience managing segmentation, personalization, and testing programs at scale
• People management or cross functional leadership experience