Retention Marketing Manager

Ledgent Technology is hiring a Retention Marketing Manager in Rancho Bernardo, San Diego (100% onsite). In this role, you will lead customer lifecycle strategy and execution to improve repeat purchase, grow customer lifetime value, and strengthen long-term loyalty. The position offers $85,000 - $110,000 per year and is a direct hire/perm opportunity.

What you’ll own

• Develop and own retention and CRM strategy to drive customer acquisition, retention, and LTV
• Build a retention roadmap and prioritize initiatives based on customer needs, performance, and business impact
• Define segmentation and lifecycle strategies from first purchase through repeat purchase, high-value/VIP status, and winback
• Grow the audience by developing strategies to acquire qualified email and SMS subscribers through cross-functional opportunities, partnerships, and new acquisition initiatives
• Convert identified prospects and subscribers into first-time customers through Welcome and pre-purchase journey optimization
• Optimize resale and other circular customer initiatives that extend lifecycle, re-engage customers, and support the next purchase
• Set strategy and priorities for automated customer journeys, identifying new flows and major optimizations to improve performance
• Identify gaps and emerging opportunities across the customer lifecycle and prioritize new initiatives based on expected business impact

Retention technology, partnerships, and performance

• Serve as business owner of the retention technology stack
• Own strategic vendor relationships and run regular strategy sessions across email, SMS, loyalty, identity resolution, cashback, direct mail, and other retention platforms
• Maximize existing platform capabilities and improve personalization, automation, segmentation, and customer identification
• Evaluate new technologies and partners based on business needs, expected impact, and overlap with the current tech stack
• Own identity resolution and cashback strategy and optimization
• Ensure the retention tech stack stays efficient, integrated, and scalable as the business grows
• Build and prioritize a retention testing roadmap focused on incremental growth and engagement
• Develop tests across creative formats, templates, offers, cadence, segmentation, lifecycle journeys, and customer experiences
• Advance personalization using behavioral, transactional, and customer data
• Identify and test new retention channels, programs, and customer experiences

Channel strategy and lifecycle leadership

• Set strategic direction for email, SMS, push, and direct mail, including channel roles, cadence, and audience strategy
• Set priorities for lifecycle flow optimization and campaign testing
• Own direct-mail strategy and vendor relationship, including opportunities beyond current winback programs
• Set strategy across loyalty, VIP, customer community, GWP, and app adoption
• Identify opportunities to evolve loyalty benefits and experiences to increase engagement and customer value
• Develop new customer programs and retention initiatives in partnership with Ecommerce, CX, and Marketing
• Own Retention KPIs and reporting across customer acquisition into CRM, first-purchase conversion, repeat purchase, LTV, retention revenue contribution, and program engagement
• Translate performance into clear recommendations, priorities, and next steps
• Manage and develop the Lifecycle Marketing Coordinator and Customer Engagement Coordinator
• Prioritize team workload across recurring execution, optimization, and new growth initiatives
• Partner with Ecommerce, Customer Experience, Marketing, Creative, Merchandising, Retail, and Paid Media to create a cohesive customer journey
• Communicate retention performance, learnings, and growth opportunities to Ecommerce and company leadership

Requirements

• 5+ years of experience in retention, lifecycle, CRM, or ecommerce marketing, preferably within a DTC or consumer brand
• Experience owning CRM and customer lifecycle strategy, including email, SMS, automation, segmentation, and personalization
• Strong working knowledge of Klaviyo and Shopify (or comparable platforms)
• Analytical mindset with ability to translate customer and campaign data into actionable growth opportunities
• Experience developing testing strategies and driving improvements across acquisition, conversion, repeat purchase, and LTV
• Experience managing technology platforms, vendors, and external partners
• Strong cross-functional leadership skills to balance strategic thinking, team development, and hands-on execution

Bonus qualifications

• Background in DTC apparel, children’s, lifestyle, or another consumer-focused category
• Familiarity with loyalty, VIP, and other customer engagement programs
• Knowledge of direct mail, winback, and omnichannel engagement strategies
• Familiarity with app adoption, resale, subscription, or other programs designed to increase repeat purchase and LTV

Key details

• Direct Hire/Perm
• Location: 100% Onsite in Rancho Bernardo, San Diego
• Pay: $85-110k
• Must be eligible to work in the US without sponsorship now or in the future