Ursa Major is seeking a strategic and hands-on Senior Manager, Lifecycle & Retention Marketing to own and accelerate customer retention, subscription growth, and customer lifetime value.
Reporting directly to the Sr. Director of Ecommerce, this role will lead the entire customer lifecycle strategy from acquisition handoff through repeat purchase, replenishment, subscription retention, loyalty, win-back, and advocacy.
The ideal candidate combines deep retention marketing expertise with a strong focus on subscription growth and retention. You understand that successful lifecycle marketing isn't just about automation and segmentation, it's about delivering the right message, to the right customer, at the right moment. You know how to leverage customer insights, behavioral data, compelling storytelling, and testing to build meaningful customer relationships that drive revenue and long-term brand loyalty.
This is an exciting opportunity to build and optimize a best-in-class lifecycle program for a beloved subscription-enabled skincare brand with a highly engaged customer base.
Requirements
Own Lifecycle & Retention Strategy
- Develop and execute the overall retention marketing roadmap focused on increasing customer lifetime value (LTV), repeat purchase rate, subscription growth, and customer loyalty.
- Evolve customer journey strategies across acquisition, replenishment, engagement, subscription, cross-sell, upsell, win-back, and loyalty touch points.
- Identify opportunities throughout the customer lifecycle to improve customer experience and maximize retention.
Lead Email & SMS Marketing Programs
- Own the lifecycle calendar across email and SMS channels.
- Create highly personalized customer experiences using segmentation, behavioral triggers, predictive insights, and customer data.
- Optimize automated flows including, Welcome Series, Abandonment, First Purchase Nurture, Post-Purchase Journeys, Product Education, Replenishment Reminders, Subscription Enrollment, Subscription Retention & Save Flows, Loyalty Programs, Win-Back Campaigns and more.
- Partner with internal and external creative teams to continuously elevate email and SMS performance.
Own Subscription Growth & Retention
- Lead subscription lifecycle strategy from acquisition through long-term retention.
- Increase subscriber acquisition, active subscriber rate, average subscription tenure, and subscriber lifetime value.
- Develop churn reduction initiatives and cancellation prevention programs.
- Build testing strategies around replenishment timing, subscription offers, save tactics, subscriber benefits, and customer education.
- Analyze subscriber behavior and identify fresh new opportunities to increase recurring revenue.
Drive Testing & Optimization
- Establish a rigorous testing culture across lifecycle channels.
- Design and execute A/B and multivariate tests on Subject lines, Messaging, Offers, Creative concepts, Send times, Audience segmentation, Product recommendations, Subscription experiences, Landing pages and conversion paths plus more.
- Translate insights into actionable growth opportunities and scalable best practices.
Leverage Data & Customer Insights
- Monitor and report on key retention KPIs including LTV, Repeat Purchase Rate, Retention Rate, Churn Rate, Subscription Retention, Reactivation Rate, Revenue per Recipient, and Email & SMS Revenue Contribution.
- Monitor and update customer cohorts and lifecycle reporting frameworks.
- Use customer feedback, survey insights, reviews, and behavioral data to inform strategy.
Partner Cross-Functionally
- Collaborate closely with Ecommerce, Brand Marketing, Creative, Product Development, Customer Experience, and Analytics teams.
- Align lifecycle initiatives with product launches, promotional campaigns, seasonal moments, and retention goals.
- Ensure messaging remains consistent across all customer touch points while delivering a personalized customer experience.
Lifecycle Creative & Messaging Strategy
- Partner with designers and copywriters to develop compelling retention-focused creative.
- Guide messaging frameworks that strengthen emotional connection, product education, community engagement, and brand loyalty.
- Bring a customer-first mindset to every campaign and automation.
- Balance performance marketing rigor with thoughtful brand storytelling.
About You:
- 5+ years of experience in Lifecycle Marketing, CRM, Retention Marketing, or Customer Marketing within DTC Ecommerce, subscription, beauty, skincare, wellness, or consumer brands (must have).
- Proven success growing customer retention, repeat purchase rate, subscription revenue, and customer lifetime value with fresh new ideas and perspectives.
- Deep expertise in email and SMS marketing strategy, segmentation, automation, and personalization.
- Strong experience managing lifecycle platforms such as Klaviyo, Postscript, and Recharge are a must have.
- Experience managing subscription businesses and recurring revenue programs is a must have.
- Strong analytical skills with the ability to translate data into actionable business insights.
- Advanced understanding of customer journey mapping and lifecycle strategy.
- Experience designing and executing A/B testing frameworks.
- Strong creative judgment and an understanding of effective direct-response messaging, storytelling, and customer psychology.
- Comfortable balancing strategic planning with hands-on execution.
- Strong communicator who thrives in a collaborative, fast-paced environment while juggling multiple priorities (we are a small team of less than 50 employees) where everyone’s contributions matter.
- Passion for beauty, skincare, wellness, and creating exceptional customer experiences..
- Experience managing agencies, freelancers, and direct reports.
Benefits
- Competitive compensation, bonus, plus equity.
- Health, vision and dental benefits and paid parental leave.
- Employee 401k with company match.
- Fully remote culture.
- Generous vacation time plus 2 “Epic Days” yearly (a chance to spontaneously take off and enjoy epic weather!).
- Paid sabbatical after 5 years.
- Paid volunteer time, and organized team volunteer events in VT.
- Free Ursa Major products—of course!
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, veteran status, and any other status. We are proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know.