Senior Lifecycle / CRM Manager
About the position We are hiring a Senior Lifecycle / CRM Manager to own lifecycle marketing across email, SMS, customer journeys, and retention programs. This person will be the day-to-day owner of our lifecycle engine: strategy, execution, testing, reporting, deliverability, and continuous improvement. This is a hands-on operating role for someone who knows how to build inside Klaviyo, understands DTC retention, and can turn customer behavior into better flows, campaigns, education, and repeat-purchase experiences. It is also a forward-looking role. We want someone excited to work with AI-enabled systems, documentation, QA workflows, and production tools that make lifecycle marketing faster, cleaner, and more scalable without lowering the quality bar.
Responsibilities
- Own the lifecycle marketing calendar across email and SMS, including campaigns, automations, segmentation, testing, and reporting.
- Build, maintain, and improve Klaviyo flows across post-purchase, replenishment, subscription, education, review generation, cross-sell, winback, and cancellation-save moments.
- Translate customer behavior, feedback, purchase patterns, and cancellation reasons into lifecycle tests and journey improvements.
- Develop a clear testing roadmap for messaging, offers, timing, audience segments, creative angles, and flow architecture.
- Maintain strong deliverability practices, including list hygiene, suppression logic, sender health, template decisions, and QA standards.
- Partner with creative, CX, growth, and analytics to improve the customer journey and increase retention.
- Use AI-enabled workflows to scale lifecycle production, QA, research, documentation, and campaign/flow iteration.
- Build repeatable operating processes so lifecycle work is documented, measurable, and easy to improve over time.
- Report on lifecycle performance and bring clear recommendations to weekly retention reviews.
Requirements
- Strong hands-on experience owning lifecycle marketing, CRM, or retention for a DTC brand.
- Deep Klaviyo experience, including flows, campaigns, segmentation, suppression, templates, QA, and reporting.
- Strong understanding of email/SMS deliverability, list health, sender reputation, and lifecycle production best practices.
- Experience building customer journeys that drive retention, repeat purchase, subscription health, reviews, education, and winback.
- Comfort working with retention metrics such as repeat purchase, churn, cohort behavior, LTV, reviews, subscription movement, and flow/campaign contribution.
- Ability to move between strategy and execution: you can build the roadmap, write the brief, check the segment, QA the flow, and explain what happened afterward.
- Strong project management and documentation habits. You create systems that other people can understand and trust.
- Interest in AI-enabled marketing operations, including using AI tools to improve speed, QA, research, production workflows, and operating discipline.
- Clear communication, high ownership, and strong judgment about what actually moves retention versus what only creates activity.
Nice-to-haves
- Subscription or replenishment-based DTC experience.
- Wellness, health, supplement, or consumable product experience.
- Recharge or similar subscription-platform experience.
- SMS lifecycle experience.
- HTML email or email-build QA experience.
- Experience working with customer support/CX teams to turn customer feedback into better lifecycle journeys.
Benefits
- Competitive compensation with an exceptionally generous equity package
- Competitive Health, dental, and vision plans (including a 100% covered premium plan for all 3!)
- HSA, FSA and pre-tax commuter benefits for parking and transit
- Ancillary benefits through Talkspace, One Medical, Kindbody, Teladoc, Classpass and more!
- 401k to help you plan for the future
- Flexible PTO because we respect the need for work/life harmony
- Unlimited (yes, unlimited) Thesis nootropics
- A strong emphasis on promoting from within and personal development
- A dog-friendly office located in the heart of Flatiron steps from Union Square and Madison Square Park
- Hybrid work model