Marketing Retention Specialist (North America)

About the position

Ormco is seeking a passionate and results-oriented Marketing Retention Specialist to drive customer loyalty and maximize the lifetime value of our North American customer base. As a Retention Specialist, you will be instrumental in developing and executing comprehensive lifecycle marketing strategies that nurture customer relationships, encourage product adoption, and identify opportunities for growth through upsells and cross-sells. You will be a key player in leveraging our marketing automation platform and data insights to deliver personalized and impactful customer experiences. This role will be based at our HQ in Brea (3 days per week).

Responsibilities

• Develop and Execute Retention Marketing Strategies: Plan, implement, and optimize end-to-end retention and lifecycle marketing programs across various channels, including email, site messaging, and potentially events.
• Lifecycle Journey Mapping: Map and optimize the customer lifecycle to identify key touchpoints and opportunities for intervention to improve retention rates and customer satisfaction.
• Upsell and Cross-sell Initiatives: Design and implement targeted campaigns to encourage existing customers to upgrade their usage of Ormco solutions, adopt new features, or purchase complementary products/services.
• Account-Based Marketing (ABM) for Retention: Develop and execute tailored retention strategies for strategic accounts, working closely with sales and customer success teams.
• Drive Product Utilization and Engagement: Create and deliver educational content, webinars, and other initiatives to ensure customers are maximizing the value of our offerings.
• List Management and Segmentation: Manage and segment customer lists within HubSpot to ensure targeted and personalized communication based on behavior, demographics, and engagement levels.
• HubSpot Administration: Serve as a key administrator for our HubSpot marketing platform, managing workflows, integrations, data hygiene, and user access as it relates to retention efforts.
• A/B Testing and Optimization: Design, implement, and analyze A/B tests across various retention campaigns to continuously improve performance and conversion rates.
• Performance Monitoring and Reporting: Track, analyze, and report on key retention metrics, providing insights and recommendations for optimization.
• Collaboration: Partner closely with Sales, Customer Success, and Product teams to align retention strategies with overall business goals and ensure a cohesive customer experience.
• Stay Informed: Keep abreast of the latest trends and best practices in retention marketing, CRM, and marketing automation.

Requirements

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 3+ years of experience in retention marketing, lifecycle marketing, or a related role, with a focus on the North American market.
• Proven track record of developing and executing successful retention marketing strategies that have resulted in measurable improvements in customer loyalty and lifetime value.
• Strong proficiency in HubSpot, including experience with list management, workflow automation, email marketing, and reporting.
• Experience with A/B testing methodologies and tools.
• Excellent analytical skills with the ability to interpret data, identify trends, and translate them into actionable insights.
• Strong project management and organizational skills with the ability to manage multiple projects simultaneously.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively within a fast-paced environment.
• A customer-centric mindset with a passion for building strong customer relationships.

Nice-to-haves

• Experience with other CRM or marketing automation platforms such as Salesforce Marketing Cloud.
• Experience in orthodontic/dental or medical device.
• Familiarity with SQL or data analysis tools.

Benefits

• Annual performance bonus
• Medical/dental/vision benefits
• 401K match
• Other applicable compensation plans