Subscriber Experience Manager

Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!

We're looking for a Subscriber Experience Manager to join our team!

The Subscriber Experience Manager will focus on enhancing the end-to-end customer experience for the subscription businesses of Aroma360, Hotel Collection, Hotel Scents, and international markets. This role drives initiatives to improve onboarding, retention, and engagement while serving as the voice of the customer. By leveraging CRM expertise, customer journey mapping, and industry benchmarks, the Subscriber Experience Manager ensures every touchpoint delivers exceptional value, fostering customer loyalty and satisfaction.

Key Responsibilities

Onboarding & Retention:

• Lead seamless onboarding experiences for new subscribers.
• Develop and execute retention strategies to maintain engagement and reduce churn.

Customer Insights:

• Act as the voice of the customer by gathering and analyzing feedback through tools such as CSAT, NPS, and segmentation.
• Translate insights into actionable strategies that enhance customer satisfaction and experience.

Journey Optimization:

• Refine and optimize customer journey maps across all stages of the subscription lifecycle.
• Leverage segmentation data to create tailored communications and offers for specific customer groups.

Loyalty and Membership Programs:

• Support the design and implementation of loyalty programs that drive value, engagement, and long-term retention.

CRM & Engagement Strategies:

• Use CRM tools to develop personalized communication plans, retention campaigns, and lifecycle initiatives.

Content Collaboration:

• Collaborate with internal teams to ensure VIP perks content and customer communications are relevant, compelling, and aligned with brand values.

Trend Monitoring & Competitive Analysis:

• Monitor industry trends and competitive benchmarks to identify areas for improvement and innovation in subscription strategies.

Customer Service Support:

• Develop rebuttal scripts and customer support tools to address subscriber concerns and ensure high satisfaction effectively.

Key Competencies

• Strong expertise in CRM systems and customer engagement tools.
• Proven ability to map and optimize customer journeys using data-driven insights.
• Experience with quantitative segmentation and consumer behavior analysis.
• Excellent collaboration and communication skills for working across internal teams and external partners.
• Ability to translate customer data into actionable strategies that enhance loyalty and satisfaction.

Joining our team comes with a range of exciting benefits to support your health, well-being, and professional growth, including:

• Health coverage, including dental and vision insurance
• Life insurance
• PTO
• 401K
• Employee discount on our products and services.
• Fun and exciting company events.

Our organization is an equal opportunity employer and does not discriminate against any candidate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are committed to promoting diversity, equity, and inclusion in our workplace and welcome candidates from all backgrounds to apply for any open positions.