Retention & Loyalty Marketing Manager
OSEA Malibu, Washington, District of Columbia, United States
As Retention & Loyalty Marketing Manager, you will own and evolve OSEA’s CRM and lifecycle marketing ecosystem—including email, SMS, direct mail, loyalty, and subscription programs. In this role, you will play a key part in strengthening customer relationships, driving repeat purchases, and increasing long-term customer value.
The ideal candidate is a collaborative team player who thrives in a fast-paced, high-impact, and cross-functional environment. This person proactively identifies opportunities to improve retention metrics, executes effective A/B tests, and continuously enhances the end-to-end customer experience across the business.
Responsibilities Owned Channel Management
Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers.
Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals.
Segment customer lists based on behavior, demographics, and preferences for highly targeted communication.
Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement.
Subscription Program Management
Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value.
Collaborate with cross-functional teams to enhance subscription offerings and customer experience.
Implement strategies to reduce churn and increase customer satisfaction within the subscription program.
Loyalty Program Expansion
Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value.
Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases.
Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance.
Customer Journey Mapping
Develop comprehensive customer journey maps to identify key touchpoints for effective communication.
Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy.
Work collaboratively with other teams to ensure a seamless and consistent customer experience.
Analyze behavioral touchpoints to optimize and increase customer retention rate.
Requirements
Bachelor’s degree in Marketing, Business, or a related field.
3-5 years of experience in CRM or Lifecycle Marketing within the beauty or consumer packaged goods (CPG) industry.
Hands‑on experience owning email marketing, SMS marketing, subscription programs, and loyalty programs required.
Direct mail experience preferred.
Proficient in marketing automation tools and CRM platforms (i.e. Klayvio, PostScript, Post Pilot).
Analytical mindset with the ability to interpret data and derive actionable insights.
Excellent communication and collaboration skills.
Creative thinking and a customer‑centric approach.
Benefits What We Offer
Medical, dental, and vision
Flexible Spending Account (FSA)
Quarterly wellness and technology stipend
401(k) match (up to 4%)
New hire work from home stipend
Up to 3 months of parental leave for eligible team members
Flexible PTO
Paid company holidays
4 days to volunteer per year
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The ideal candidate is a collaborative team player who thrives in a fast-paced, high-impact, and cross-functional environment. This person proactively identifies opportunities to improve retention metrics, executes effective A/B tests, and continuously enhances the end-to-end customer experience across the business.
Responsibilities Owned Channel Management
Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers.
Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals.
Segment customer lists based on behavior, demographics, and preferences for highly targeted communication.
Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement.
Subscription Program Management
Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value.
Collaborate with cross-functional teams to enhance subscription offerings and customer experience.
Implement strategies to reduce churn and increase customer satisfaction within the subscription program.
Loyalty Program Expansion
Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value.
Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases.
Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance.
Customer Journey Mapping
Develop comprehensive customer journey maps to identify key touchpoints for effective communication.
Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy.
Work collaboratively with other teams to ensure a seamless and consistent customer experience.
Analyze behavioral touchpoints to optimize and increase customer retention rate.
Requirements
Bachelor’s degree in Marketing, Business, or a related field.
3-5 years of experience in CRM or Lifecycle Marketing within the beauty or consumer packaged goods (CPG) industry.
Hands‑on experience owning email marketing, SMS marketing, subscription programs, and loyalty programs required.
Direct mail experience preferred.
Proficient in marketing automation tools and CRM platforms (i.e. Klayvio, PostScript, Post Pilot).
Analytical mindset with the ability to interpret data and derive actionable insights.
Excellent communication and collaboration skills.
Creative thinking and a customer‑centric approach.
Benefits What We Offer
Medical, dental, and vision
Flexible Spending Account (FSA)
Quarterly wellness and technology stipend
401(k) match (up to 4%)
New hire work from home stipend
Up to 3 months of parental leave for eligible team members
Flexible PTO
Paid company holidays
4 days to volunteer per year
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