What are the responsibilities and job description for the Retention Marketing Manager position at Golden Hippo?

Job Description

Where A-Players Thrive.

We're an employee-owned, vertically-integrated builder of some of America's most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.

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 : Remote

What You'll Be Doing :

Create, execute, and continually optimize a data-informed testing plan to improve customer touch points, 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.) :

Must be able to work in Pacific timezone hours (required)

Extensive experience using Klaviyo for building out emails (required)

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.

Golden Perks & Benefits :

Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.

Through our charity sponsorships, you can make a positive impact on communities worldwide. We've donated over $6.1 million to date.

We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career.

6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.

Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock.

Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.

Tuition reimbursement program , which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development.

Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs .

Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs , where your hard work is not only valued but also acknowledged and rewarded.

Reimbursements for a portion of personal cell phone and internet usage for eligible employees.

For those coming into our Woodland Hills, CA office, you'll find a fully stocked kitchen and a free on-site gym .

Virtual and in-person company events , like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance.

To read more about our Perks & Benefits, click here .

The base salary range for this position is $90,000 - $120,000, plus annual & monthly KPI bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence.

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.

LI-Remote

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies : At Golden Hippo, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Hippo will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won't pay any fees for placements. Thank you for your understanding.

Candidate Safety : The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Hippo recruiters will only contact applicants from our official company e-mail domain, (NAME@GOLDENHIPPO.COM) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Hippo recruiters will never send you checks, or ask you to disclose personal financial details. If you receive any suspicious communications regarding an open position or a job offer, please contact Golden Hippo directly at safety@goldenhippo.com to verify its validity.

Click here to learn more about general internet safety and our hiring practices.

Click here to view our Privacy Notice to Job Applicants.

Salary : $90,000 - $120,000

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