Haus Labs
Job Title: Sr. Manager, Customer Retention
Department: Digital & Growth Manager: VP, Growth Overview
Haus Labs is a vegan and cruelty-free cosmetics brand with a mission of spreading kindness, bravery, and creativity. We are committed to building a diverse and inclusive, equal opportunity workplace. This role leads the strategy, planning, and optimization of the Customer Retention program, owning email and SMS channels, direct mail, and loyalty initiatives. The Sr. Manager, Customer Retention increases customer lifetime value by nurturing customers through their lifecycle, partners across teams to deploy campaigns and lifecycle initiatives, and collaborates with 3rd party platforms (ESP, SMS provider, and email agency). The role also handles customer and channel forecasting and reporting, providing actionable insights to drive performance and inform strategy. What You’ll Do
Channel Ownership and Performance: Own email, SMS, loyalty, and direct mail channels; drive improvements in repeat customer KPIs, meet financial targets, and achieve customer-level goals through data-driven strategies. Planning and Roadmapping: Develop and maintain a calendar, roadmap, and learning agenda for retention programs including email, SMS, direct mail, loyalty, and lifecycle initiatives. Performance Monitoring: Track, analyze, and report on campaign metrics weekly and monthly; provide actionable insights to optimize strategy and performance. Partner and Platform Management: Lead third-party platforms and partners (email/SMS providers, direct mail vendors, loyalty tools, agencies); oversee daily support and projects. Strategy Development: Create and optimize email and SMS strategies to support launches, retention, loyalty, segmentation, and lifetime value growth; implement cross-sell, upsell, and loyalty programs. Execution and Deployment: Set up and deploy programs with flawless execution and on-time delivery; build automated roadmaps for key lifecycle touchpoints. Creative Collaboration: Submit strategic briefs for assets and copy; collaborate with design and content teams to implement strategies. Process Optimization: Establish brand best practices for campaign strategy; maintain list health, deliverability, and compliance with CAN-SPAM and GDPR. Testing and Innovation: Lead A/B testing roadmaps to refine campaigns; evaluate and launch new channels and programs to improve performance. Cross-Functional Support: Assist the eCommerce team with site content QA and campaign launches as needed, ensuring seamless integration across channels. What We Are Looking For
5+ years of experience in eCommerce or digital marketing for a high-growth consumer brand. Strong experience managing multi-channel retention programs (email, SMS, loyalty, direct mail) in a fast-paced environment. Proven success driving growth for CRM channels. Experience collaborating with creative, design, and cross-functional teams to execute campaigns effectively. Ability to prioritize and manage multiple complex projects with attention to detail. Excellent verbal and written communication skills, adaptability, and a passion for continuous learning. Required: Experience with Klaviyo (ESP); Preferred: Attentive (SMS platform). Familiarity with Shopify/Shopify Plus or similar CMS platforms. Knowledge of email deliverability, CAN-SPAM, GDPR, and basic HTML coding. Flexibility to work PDT business hours, with occasional support for off-hours campaign launches. What We Expect
Effective communication and collaboration within a driven team environment. Self-starter with an entrepreneurial spirit. Ability to thrive in a fast-paced, agile environment. Team-oriented approach with curiosity and positivity. Attention to detail and openness to constructive feedback. ART:
We are a creative collective that believes art has the power to shape the future. SCIENCE:
We unlock innovation using science and artistry. KINDNESS:
We are a universal, inclusive, non-binary collective community. What We Offer
Paid, Equal Parental Leave for Birth, Non-Birth and Adoptive Parents Cell phone stipend 401(k) Equity Life Insurance Everyone is welcome in our HAUS “Baby, you were born this way.” Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive, equal opportunity workplace.
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Department: Digital & Growth Manager: VP, Growth Overview
Haus Labs is a vegan and cruelty-free cosmetics brand with a mission of spreading kindness, bravery, and creativity. We are committed to building a diverse and inclusive, equal opportunity workplace. This role leads the strategy, planning, and optimization of the Customer Retention program, owning email and SMS channels, direct mail, and loyalty initiatives. The Sr. Manager, Customer Retention increases customer lifetime value by nurturing customers through their lifecycle, partners across teams to deploy campaigns and lifecycle initiatives, and collaborates with 3rd party platforms (ESP, SMS provider, and email agency). The role also handles customer and channel forecasting and reporting, providing actionable insights to drive performance and inform strategy. What You’ll Do
Channel Ownership and Performance: Own email, SMS, loyalty, and direct mail channels; drive improvements in repeat customer KPIs, meet financial targets, and achieve customer-level goals through data-driven strategies. Planning and Roadmapping: Develop and maintain a calendar, roadmap, and learning agenda for retention programs including email, SMS, direct mail, loyalty, and lifecycle initiatives. Performance Monitoring: Track, analyze, and report on campaign metrics weekly and monthly; provide actionable insights to optimize strategy and performance. Partner and Platform Management: Lead third-party platforms and partners (email/SMS providers, direct mail vendors, loyalty tools, agencies); oversee daily support and projects. Strategy Development: Create and optimize email and SMS strategies to support launches, retention, loyalty, segmentation, and lifetime value growth; implement cross-sell, upsell, and loyalty programs. Execution and Deployment: Set up and deploy programs with flawless execution and on-time delivery; build automated roadmaps for key lifecycle touchpoints. Creative Collaboration: Submit strategic briefs for assets and copy; collaborate with design and content teams to implement strategies. Process Optimization: Establish brand best practices for campaign strategy; maintain list health, deliverability, and compliance with CAN-SPAM and GDPR. Testing and Innovation: Lead A/B testing roadmaps to refine campaigns; evaluate and launch new channels and programs to improve performance. Cross-Functional Support: Assist the eCommerce team with site content QA and campaign launches as needed, ensuring seamless integration across channels. What We Are Looking For
5+ years of experience in eCommerce or digital marketing for a high-growth consumer brand. Strong experience managing multi-channel retention programs (email, SMS, loyalty, direct mail) in a fast-paced environment. Proven success driving growth for CRM channels. Experience collaborating with creative, design, and cross-functional teams to execute campaigns effectively. Ability to prioritize and manage multiple complex projects with attention to detail. Excellent verbal and written communication skills, adaptability, and a passion for continuous learning. Required: Experience with Klaviyo (ESP); Preferred: Attentive (SMS platform). Familiarity with Shopify/Shopify Plus or similar CMS platforms. Knowledge of email deliverability, CAN-SPAM, GDPR, and basic HTML coding. Flexibility to work PDT business hours, with occasional support for off-hours campaign launches. What We Expect
Effective communication and collaboration within a driven team environment. Self-starter with an entrepreneurial spirit. Ability to thrive in a fast-paced, agile environment. Team-oriented approach with curiosity and positivity. Attention to detail and openness to constructive feedback. ART:
We are a creative collective that believes art has the power to shape the future. SCIENCE:
We unlock innovation using science and artistry. KINDNESS:
We are a universal, inclusive, non-binary collective community. What We Offer
Paid, Equal Parental Leave for Birth, Non-Birth and Adoptive Parents Cell phone stipend 401(k) Equity Life Insurance Everyone is welcome in our HAUS “Baby, you were born this way.” Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive, equal opportunity workplace.
#J-18808-Ljbffr