Customer Retention Manager jobs in Los Angeles, CA

We’re Looking For A: Retention Marketing Manager to be responsible for developing and executing customized strategies  that help optimize customer experience, maximize lifetime value, and reduce customer churn. This role will grow backend profit by driving incremental sales from existing customers and ultimately unifying the customer retention strategy across our existing methods (email, continuity/subscription  programs, in-shipment, SMS, MyAccount, inbound/outbound phone) and brands. This role will also be instrumental in identifying and testing new channels and opportunities that drive customer loyalty. Lastly, you will lean into data – gathering actionable insights in partnership with our analytics function – to hone your strategies, focusing on key metrics such as LTV, AOV, Churn, CVR, etc.

Location: Woodland Hills, CA (Remote)

What You’ll Be Doing:

• Create, execute, and continually optimize a data-informed testing plan to improve customer  touchpoints, drive lifetime value, and maximize conversion rate. 
• Partner with data and analytics to identify leading drivers for retention to build and  implement appropriate programs. 
• Forecast, measure, and report on results of retention efforts against identified metrics and  opportunities for scale. 
• Assist in scaling successful retention tactics and winning tests across brands.
• Maximize customer account and subscription opt-ins through testing and optimizing websites, customer account dashboards and email flows. 
• Identify unique customer segments to message in partnership with the email and SMS team. Help drive segmentation strategy across brands. 
• Partner with cross-functional leaders to grow the company subscription membership  program, drive LTV, and reduce churns/cancels. 
• Collaborate with the creative team to develop a deep understanding of what resonates with  customers and optimize content/messaging accordingly. 
• Deeply understand the customer, their needs, wants, demands, and desires.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Analytical, quantitative and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environments and desire to test and  learn. 
• Successfully tested into and launched retention efforts at scale.  
• Both 'direct response' and branded campaign experience and have driven meaningful results.
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment. 
• Content strategy experience managing large teams across digital, email, phone and in-box marketing. 
• Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate and teach by example.
• Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision-making skills. 
• Thoughtful and self-reflective, willingness to learn. Team-player, hard-working, and resourceful. 
• Demonstrated success in back-end marketing, with the ability to be self-directed, and intrinsically motivated. 
• Extremely detail oriented and able to take initiative to get questions answered.
• 5 years of online marketing experience  heavily focused on customer retention, ideally in an e-commerce digital first  brand in a fast growth environment  and at scale. 
• 3 years of CRM, subscription or loyalty program experience. 
• Expertise in quantitative and qualitative customer research, analytical tools and platforms 
• Significant experience with A/B testing
• 2 years within one company focusing on the customer journey. 
• 1 year driving product or service subscriptions while minimizing refunds/cancellations.
• Bachelor’s degree in  marketing or related field
• Master’s degree in marketing  or related field preferred

Golden Perks & Benefits: 

• Health and Happiness: Enjoy 100% employer-paid medical, dental, and vision insurance. Get 75% premium coverage for dependents.
• Become an Owner: Join our Employee Stock Ownership Plan and be a part owner of Golden Hippo.
• Boost Your Savings: Maximize your retirement with a generous 401K Plan and company matching up to 3.5%.
• Stand Out, Get Rewarded: Excel and be recognized through our KPI Bonus, Win of the Week, Spot Bonus, and Shoutouts Program.
• Flexibility at Your Fingertips: Work on your terms with flexible arrangements for most positions.
• Skyrocket Your Career: Unleash your potential with unlimited room for professional growth.
• Thrilling Events Await: Exciting virtual and in-person events that redefine fun.

The anticipated salary range for this position is $90,000 - $120,000, plus annual & monthly KPI bonus potential.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.

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