Marketing intern at Tiloli managing newsletters, social media, and communication plans. Supporting a proactive team of four in marketing activities and event promotions.
About the role
- Senior Manager, Retention Marketing overseeing lifecycle and CRM strategies for hair extension brands. Focused on improving customer loyalty and purchase frequency with data-driven approaches.
Responsibilities
- Build, execute, and continuously optimize multi-channel retention strategies across email, SMS, loyalty, and lifecycle programs to increase repeat purchase, customer lifetime value (LTV), and overall engagement.
- Develop innovative, testable creative concepts informed by email and SMS trends, competitive analysis, and brand storytelling needs.
- Own the strategy and optimization of CRM and lifecycle flows tailored to hair-extension consumer behaviors, including education-driven journeys, replenishment cadences, care/maintenance content, and professional vs. consumer segmentation.
- Lead customer journey mapping initiatives to ensure personalized, consistent, and high-impact communication across every stage of the customer lifecycle.
- Oversee end-to-end campaign development: strategy, segmentation, briefing, QA, deployment, and performance reporting.
- Manage the email/SMS content calendar across BIG’s Keystone brands, ensuring alignment with launches, promotions, product education, and retention objectives.
- Build and manage a test-and-learn framework that includes structured A/B testing, experimentation roadmaps, and personalization strategies to improve channel performance.
- Own key CRM and retention KPIs, including repeat purchase rate, LTV, cohort performance, churn, list growth, deliverability, and channel revenue contribution.
- Produce weekly, monthly, and quarterly dashboards with actionable insights and strategic recommendations to inform broader marketing decisions.
- Partner cross-functionally with Creative, E-commerce, Paid Media, Product Education, and Brand teams to ensure cohesive messaging and a seamless customer experience.
- Collaborate with external technology partners and platforms to implement new capabilities and stay ahead of CRM and retention best practices.
Requirements
- 5-7+ years of experience in CRM, retention, lifecycle, or email marketing, with demonstrated ownership of strategy and revenue-driving programs.
- Proven expertise in email and SMS platforms; experience with Klaviyo is highly preferred
- Strong understanding of segmentation, personalization, predictive modeling, and multi-step lifecycle automation
- Highly analytical, with experience in e-commerce analytics tools (PowerBI, GA4, attribution platforms) and performance reporting
- Experience in beauty, haircare, fashion, or adjacent CPG/DTC industries strongly preferred; professional beauty experience is a plus
- Familiarity with Shopify or comparable e-commerce platforms
- Exceptional project management skills, with the ability to balance strategic thinking, flawless execution, and innovation across multiple brands.
- Comfort using AI tools to enhance performance and efficiency while maintaining clear ownership of channel strategy.
- Creative, collaborative, solution-oriented mindset with a passion for building long-term customer relationships and brand affinity.
Benefits
- Base pay of $124,000+ and 10% quarterly bonus based on performance
- 401(k) with company match - $ for $ up to 4% - immediately vested
- Vacation/Holiday Leave
- Great Medical/Dental/Vision Insurance
- Life and AD&D Insurance
- Opportunities for growth and advancement
- And so much more!
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