JOB OVERVIEW

We’re looking for a strategic, data-driven Senior Retention Marketing Manager to lead and scale our email, SMS, and lifecycle marketing programs. In this role, you’ll own the end-to-end customer journey across retention channels - from segmentation and cohort analysis to campaign execution and performance optimization - with a clear mandate to grow customer LTV, improve repeat purchase rate, and drive revenue.

Reporting to the Director of E-commerce & Digital Marketing, you’ll build and execute strategies that connect the right message to the right audience at the right time, using data-driven insights to inform every touchpoint. You have a proven track record of improving customer retention through personalized, high-impact marketing and thrive in a cross-functional environment where testing, iterating, and scaling are part of your daily playbook.

JOB RESPONSIBILITIES

Retention Strategy & Execution

• Own retention strategy with a deep understanding and obsession with repeat customer behavior — leveraging cohort analysis to drive revenue growth across key customer segments.
• Own and scale Milk Bar’s retention marketing program across Email, SMS and lifecycle channels.
• Build campaign calendars that align with brand priorities, product launches, and business objectives - while owning a bottoms-up marketing plan that ladders up to the channel-level revenue targets.

Campaign Management & Optimization

• Implement weekly email and sms marketing campaigns including creative briefing, email set up, A/B testing, QA, and audience segmentation to drive repeat purchase rate and CLTV.
• Regularly optimize automated flows (welcome, abandonment, winback, post-purchase, etc.) for conversion and revenue impact, while identifying opportunities to build and launch new high-impact automations that support customer engagement and lifecycle growth.
• Drive improvements across key KPIs including open rate, click rate, conversion rate, opt-outs, and attributed revenue.
• Partner with creative and development teams to optimize landing page experiences for email and SMS campaigns, ensuring a seamless path to conversion.

Personalization & Audience Growth

• Own and scale audience growth strategies across email and SMS - from on-site pop-ups and lead gen campaigns to integrated acquisition initiatives - with a focus on expanding subscriber base and increasing engagement with high-value customer cohorts.
• Conduct in-depth analysis of customer segments to uncover behavioral trends, purchase patterns, and product preferences - using these insights to inform targeting, messaging, and merchandising strategies.
• Develop robust segmentation and personalization strategies to increase engagement and LTV.

Data, Insights & Reporting

• Monitor and report on weekly, monthly, and quarterly performance across retention channels, extracting actionable insights to inform strategy, optimize channel performance, and accelerate long-term growth.
• Forecast performance and contribute to monthly goal-setting in partnership with the broader team.

Channel Innovation & Compliance

• Stay ahead of email and SMS marketing best practices, compliance laws (e.g. CAN-SPAM, TCPA), and emerging platforms - continuously evaluation our platforms and tools and not hesitant to implement changes that drive better performance and long-term scalability

Please note that your duties are subject to change at the Company’s discretion.

SKILLS & REQUIREMENTS:

• 7+ years of experience in lifecycle or retention marketing, with direct ownership of email, SMS and automated campaigns.
• Proven track record of driving measurable growth through retention channels
• Hands-on experience with CRM platforms like Klaviyo, Sendlane, Omnisend, Attentive, or similar.
• Shopify experience preferred
• Strong analytical skills with deep experience in A/B testing, reporting, and interpreting customer data.
• Excellent project management skills and ability to juggle multiple priorities.
• Strong communication skills with the ability to present retention performance and strategic recommendations to senior leaders in a clear, concise, and actionable manner.
• A customer-obsessed, performance-driven mindset with an eye for great creative.
• Fully understand and exhibit the Milk Bar ethos, embody our core values, inspire celebration and create real magic. Serve as a brand ambassador, both internally and externally.
• Passion for dessert :)
• This position will ideally be located in our NYC office, but we are open to remote work in certain locations.

The pay range for this role is $120,000-$130,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience and certifications. In addition to those factors, we consider the relative pay of our current employees in similar positions when making a final offer.