Retention Marketing Manager

About the position

We’re looking for a strategic and detail-oriented Retention Marketing Manager to support and execute customer retention strategies across key channels/programs — Email, SMS, Direct Mail, & Loyalty Program. This role is a key contributor to driving engagement and repeat purchase behavior while helping to evolve our multi-channel marketing programs. You’ll play an integral role in executing campaigns and optimizing lifecycle journeys in partnership with senior team members. This role reports to a senior leader within the Marketing team and includes direct management of one team member. This role is based in Brooklyn, NY, and we have a 2 days in/3 days remote schedule.

Responsibilities

• Own and drive multi-channel retention initiatives across Email, SMS, Direct Mail, and Paid Social by applying segmentation and personalization best practices
• Develop and optimize triggered/lifecycle communications focused on utilizing data to deliver targeted, timely, and relevant content
• Develop and refine channel content calendars that support product launches, seasonal campaigns, and promotions to ensure alignment across all customer touchpoints
• Support execution of loyalty program initiatives by increasing sign-ups, member engagement, and repeat purchases through strategic campaigns and member-exclusive initiatives
• Support channel-level forecasting, ensuring the adjustment of strategies to meet and exceed business financial goals
• Contribute to channel reporting and help translate insights into actionable next steps and testing opportunities
• Collaborate cross-functionally with Brand, Merchandising, Creative, Analytics, and Site teams to enhance the customer journey and drive conversion across all touchpoints
• Manage and mentor a direct report, ensuring campaigns are executed flawlessly and deployed on time, while fostering growth and professional development

Requirements

• 3–6 years of experience in retention marketing, with a focus on Email and SMS; exposure to Loyalty or Direct Mail a plus
• 1–2 years of experience managing or mentoring a direct report preferred
• Proven ability to map customer journeys and build personalized, multi-channel experiences that drive engagement and retention
• Experience working with ESPs, SMS platforms, loyalty platforms and marketing automation systems
• Experience with loyalty programs
• Proven experience designing and implementing custom user journeys, with hands-on expertise in working directly within various platforms
• Familiarity with CDP/ESP implementation and optimization
• Strong analytical and testing mindset with the ability to translate data into strategy and business outcomes
• Excellent verbal and written communication skills, with the confidence to present to senior leadership and cross-functional teams

Benefits

• Health Benefits: We contribute generously (even up to 100% for employee-only coverage) toward our employees' medical, dental and vision premiums.
• Fertility Support: We provide financial support for every fertility and family-building journey.
• Retirement Savings: A 401K plan with a 4% company match helps you build for the future.
• Commuter Benefits: Pre-tax commuter benefits help cover the costs of getting to and from the office.
• Product Discount and Allowance: Enjoy a 40% discount on Brooklinen products and a 25% discount for friends & family, plus a bi-annual product allowance.
• Wellness Support: Free memberships to One Medical and Talkspace provide health and mental wellness support.
• We also offer a flexible wellness & lifestyle $1,000 reimbursement through Joon.
• Parental Leave: All new parents receive 14 weeks of fully paid parental leave.
• Year-Long Summer Fridays: We wrap up at 3 pm every Friday, all year long.
• Vacation: Start with 20 days of vacation per year (pro-rated by start date). After five years with us, you’ll enjoy 25 days of vacation annually.
• Sabbatical: At your five-year anniversary, take a fully paid, one-month sabbatical.
• Hybrid Schedule: We require all HQ team members to work in the office for two days each week during our core days (Tuesday to Thursday), with Tuesday being mandatory company-wide.
• Remote Work Weeks: Enjoy additional flexibility with remote weeks, including Thanksgiving week, the last week of December, and up to four additional remote weeks per year, with manager approval.
• Equity: Our HQ team receives competitive equity grants.