Retention Manager Jobs

Company Overview

LUS Brands (“Love Ur Self”) is a Toronto-based DTC (direct-to-consumer) hair care brand that’s backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors.

Since launching in 2017, we have shipped over 6 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned thousands of 5-star reviews. Our mission is as simple as the products we create: to encourage people to genuinely love and accept themselves so that their unique beauty can shine through.

To learn more about us, visit lusbrands.com

About the role

As our Retention Manager, you will leverage your analytical and creative expertise to drive customer retention strategy. The ideal candidate has experience in a data-first DTC eCommerce company, executing, optimizing, and managing customer retention, repeat customer revenue growth, returning customer AOV and, ultimately, customer LTV. We seek a thoughtful strategist and executor who thrives on building a loyal and engaged customer base. A curious disposition, extensive knowledge in cohorts and segmentation, and a proven ability to manage and develop a growing team will be critical to the role.

Responsibilities:

• Drive the optimization and expansion of Loyalty, Referral, and Subscription programs through data-driven strategies and analysis.
• Mentor teammates in their learning and development, leveraging data to identify solutions to challenges and pathways for growth.
• Lead retention and customer win-back strategies, presenting your strategies to leadership backed by comprehensive data-driven decision-making.
• Develop and automate a consistent customer insights feedback loop.
• Collaborate with cross-functional teams, including Creative, Tech, Paid Ads, Customer Support, and Operations.
• Work closely with the E-Comm manager on data-informed upsell and cross-sell strategy for returning customers, understanding the impact of various products on customer retention and CLTV.
• Share critical retention-related insights with all relevant stakeholders - from customer support through tech to leadership, using data to guide decision-making and strategy development.
• Optimize customer onboarding, ensuring new users receive maximum support and are highly likely to succeed with their curl journey with LUS.
• Responsible for generating repeat-customer revenue, ensuring KPIs, including Customer Lifetime Value (CLTV), customer retention, and purchase frequency, are monitored, analyzed, and enhanced. Understand what KPIs significantly impact the business and devise strategies to improve them.
• Collaborate with the leadership team on the strategy, development, execution, and evaluation of cohort nurturing programs. Use advanced data analytics to gain deeper insights into customer behaviours and trends.

Required Skill and Experience:

• Excellent project management skills with the ability to manage multiple projects and stakeholders simultaneously.
• Exceptional ability to run quantitative and qualitative analysis with specific expertise in cohort analysis for CPG brands with a high potential for repeat orders.
• Bachelor’s degree and 5+ years of experience in a similar role.
• Excellent written and verbal communication skills with the ability to present complex data in a simple, comprehensible manner.
• Strong background in Email Marketing is a MUST
• Experience with CPG beauty is a plus.
• Background in Customer Success, Growth Marketing, Data Analytics, or a similar field is preferred.
• Experience with Shopify Plus and Klaviyo is required. Experience with Peel Insights, Triple Whale, Yotpo (or a similar program) is preferred.
• Proven success growing repeat-customer revenue and CLTV.