Customer Retention Manager - Cardio Partners - Hybrid

Overview As the Retention Manager, you will directly contribute to the company’s success by ensuring customers remain engaged and loyal, driving repeat purchases, and increasing overall LTV for the ecommerce brand portfolio. Cardio Partners, a division of Sarnova, is a national leader in emergency prevention and an ardent advocate in the fight against Sudden Cardiac Arrest (SCA). Cardio Partners offers complete cardiac solutions to our customers including equipment, consultation, end-to-end training, and program management. As an authorized master distributer of all FDA-approved defibrillator devices, the company provides customers the best-in-class value for new and recertified equipment. Customers’ emergency preparedness needs are met via Cardio Partners’ nationwide CPR training courses and state-of-the-art program management services. Hybrid Schedule : M&F remote, T-Th office based Responsibilities Summary : The Retention Manager is a strategic role within the e-commerce team, dedicated to retaining existing ecommerce customers, maximizing their lifetime value (LTV), and ensuring their continued engagement within our CRM pipeline. This role focuses on creating and executing data-driven retention strategies through email and direct CRM channels, segmentation analysis, save / win-back campaigns, and proactive management of expiring parts or services. The Retention Manager will collaborate with cross-functional teams to enhance customer loyalty, reduce churn, and optimize the customer journey for ecommerce brands. Organizational Impact : As the Retention Manager, you will directly contribute to the company’s success by ensuring customers remain engaged and loyal, driving repeat purchases, and increasing overall LTV for the ecommerce brand portfolio. Your expertise in CRM, segmentation, and win-back strategies will help mitigate churn, address expiring product needs, and support sustainable revenue growth. By keeping customers active in the pipeline, you strengthen the foundation for long-term business success. Essential Duties and Responsibilities : Develop and implement CRM-based retention strategies using email, SMS, and direct communication channels Analyze customer segmentation data to identify key cohorts and tailor campaigns that drive engagement and loyalty Create and execute save / win-back campaigns targeting at-risk or inactive customers, ensuring timely re-engagement Manage proactive outreach for expiring parts or services, ensuring timely communication to maintain customer satisfaction and repeat business Monitor and optimize retention metrics, including churn rate, repeat purchase rate, LTV, and engagement levels Leverage A / B testing to refine campaign effectiveness and implement data-driven improvements Collaborate with marketing, product, and customer service teams to design personalized offers, messaging, and retention workflows Maintain and optimize the CRM system to effectively track customer behavior, automate communications, and support segmentation analysis Generate reports on retention performance, providing insights and recommendations to key stakeholders Stay updated on retention and CRM best practices, tools, and industry trends to continually enhance strategies Manage associates; assign tasks, manage workloads and provide clear direction Set performance goals, conduct reviews and provide constructive feedback Mentor and train employees to enhance their skills and career growth Skills / Experience Required : Bachelor’s degree in Marketing, Business, Data Analytics, or a related field 5 years of experience in customer retention, CRM management, or a related role, with strong preference for experience in an e-commerce environment with focus on high AOV, long lifecycle, or healthcare businesses. Proficiency in CRM tools (e.g., Salesforce, HubSpot, or similar platforms) and email marketing platforms (e.g. Klaviyo or similar) Strong analytical skills with the ability to interpret customer data and turn insights into actionable strategies Experience with A / B testing, segmentation, and personalization techniques Knowledge of customer lifecycle management and strategies to increase customer loyalty and LTV Excellent organizational and project management skills to handle multiple initiatives simultaneously Strong proficiency with Excel and Google Sheets Strong communication and collaboration skills, with the ability to work effectively across teams A results-oriented mindset with a passion for improving the customer experience Proven supervisory experience and industry-specific knowledge preferred Strong sense of ethics, confidentiality and integrity Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO / M / F / Veterans / Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.Summary : The Retention Manager is a strategic role within the e-commerce team, dedicated to retaining existing ecommerce customers, maximizing their lifetime value (LTV), and ensuring their continued engagement within our CRM pipeline. This role focuses on creating and executing data-driven retention strategies through email and direct CRM channels, segmentation analysis, save / win-back campaigns, and proactive management of expiring parts or services. The Retention Manager will collaborate with cross-functional teams to enhance customer loyalty, reduce churn, and optimize the customer journey for ecommerce brands. Organizational Impact : As the Retention Manager, you will directly contribute to the company’s success by ensuring customers remain engaged and loyal, driving repeat purchases, and increasing overall LTV for the ecommerce brand portfolio. Your expertise in CRM, segmentation, and win-back strategies will help mitigate churn, address expiring product needs, and support sustainable revenue growth. By keeping customers active in the pipeline, you strengthen the foundation for long-term business success. Essential Duties and Responsibilities : Develop and implement CRM-based retention strategies using email, SMS, and direct communication channels Analyze customer segmentation data to identify key cohorts and tailor campaigns that drive engagement and loyalty Create and execute save / win-back campaigns targeting at-risk or inactive customers, ensuring timely re-engagement Manage proactive outreach for expiring parts or services, ensuring timely communication to maintain customer satisfaction and repeat business Monitor and optimize retention metrics, including churn rate, repeat purchase rate, LTV, and engagement levels Leverage A / B testing to refine campaign effectiveness and implement data-driven improvements Collaborate with marketing, product, and customer service teams to design personalized offers, messaging, and retention workflows Maintain and optimize the CRM system to effectively track customer behavior, automate communications, and support segmentation analysis Generate reports on retention performance, providing insights and recommendations to key stakeholders Stay updated on retention and CRM best practices, tools, and industry trends to continually enhance strategies Manage associates; assign tasks, manage workloads and provide clear direction Set performance goals, conduct reviews and provide constructive feedback Mentor and train employees to enhance their skills and career growth Skills / Experience Required : Bachelor’s degree in Marketing, Business, Data Analytics, or a related field 5 years of experience in customer retention, CRM management, or a related role, with strong preference for experience in an e-commerce environment with focus on high AOV, long lifecycle, or healthcare businesses. Proficiency in CRM tools (e.g., Salesforce, HubSpot, or similar platforms) and email marketing platforms (e.g. Klaviyo or similar) Strong analytical skills with the ability to interpret customer data and turn insights into actionable strategies Experience with A / B testing, segmentation, and personalization techniques Knowledge of customer lifecycle management and strategies to increase customer loyalty and LTV Excellent organizational and project management skills to handle multiple initiatives simultaneously Strong proficiency with Excel and Google Sheets Strong communication and collaboration skills, with the ability to work effectively across teams A results-oriented mindset with a passion for improving the customer experience Proven supervisory experience and industry-specific knowledge preferred Strong sense of ethics, confidentiality and integrity Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO / M / F / Veterans / Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.