Senior Manager, Retention

About Liquid I.V.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

About our Team:

We are a world-class team of innovators and passionate change-makers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.  

At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.    

Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration. 

About the role:

The Senior Manager, Retention is responsible for defining and executing the customer retention strategy, owning the customer lifecycle end to end to reduce churn, increase customer lifetime value (LTV), and build long-term customer loyalty through highly personalized, data-driven experiences. 

As the retention and CRM subject matter expert, this role partners closely with Acquisition, Web Operations, Marketing, Creative, Analytics, and Customer Experience teams to deliver a seamless and integrated customer journey across all touchpoints. The Senior Manager also leads team development, vendor partnerships, and continuous innovation in retention strategy and execution. 

Functions and duties of this role include, but not limited to:

• Develop and execute comprehensive retention and lifecycle strategies to grow recurring revenue, increase purchase frequency, and reduce churn. 

• Own the end-to-end customer lifecycle, including onboarding, engagement, loyalty, upsell/cross-sell, and win-back programs. 

• Establish and govern customer contact strategies across retention channels, ensuring optimal frequency, prioritization, deliverability, compliance, and customer experience. 

• Design, optimize, and scale customer journeys across email, SMS, direct mail, and loyalty programs to grow the CRM database and first-party data. 

• Advance personalization and experimentation across lifecycle programs by leveraging behavioral, transactional, and predictive data, and optimizing through A/B and multivariate testing. 

• Partner cross-functionally with Acquisition and Web teams to ensure retention strategies support high-quality customer acquisition and long-term value across evergreen campaigns and key moments. 

• Own retention campaign performance and measurement, tracking KPIs such as churn, subscription renewal rates, engagement, AOV, and LTV, and delivering insights and recommendations in partnership with Analytics. 

• Develop and execute win-back, upsell, and cross-sell programs to drive reactivation and increase AOV and LTV. 

• Own and evolve the customer loyalty program to drive subscriber engagement and repeat purchase. 

• Manage retention-related MarTech and agency partnerships, including evaluation, onboarding, and ongoing optimization. 

• Stay current on industry trends and emerging technologies in subscription retention, continuously testing and integrating innovative approaches. 

• Coach, mentor, and develop team members while fostering a collaborative, high-performing, and results-driven culture.

 

Qualifications:

The successful candidate will have the following qualifications:  

• 8+ years of experience in retention, lifecycle marketing, CRM, or digital marketing within a D2C or subscription-based eCommerce environment. 

• Proven track record of designing and executing retention strategies that increase LTV and reduce churn. 

• Deep expertise in customer journey mapping and delivering personalized, multi-channel lifecycle experiences across email, SMS, and loyalty programs. 

• Strong analytical and strategic thinking skills with a data-driven approach to understanding customer behavior and optimizing performance. 

• Experience with CRM platforms (e.g., Klaviyo, Attentive) and loyalty platforms (e.g., Yotpo); experience with CDPs (e.g., Segment) preferred. 

• Demonstrated success leading experimentation and personalization initiatives.

• Experience managing vendors, agencies, and MarTech partners. 

• Ability to lead and influence cross-functional teams across Acquisition, Web Operations, Marketing, Analytics, and Customer Experience. 

• Excellent communication, leadership, and stakeholder management skills. 

• Strong knowledge of subscription retention best practices with the ability to operate both strategically and tactically in a fast-paced, high-growth environment. 

• Strong ability to coach, grow talent, understanding of training and development programs, performance management, and building capabilities within the team for both short and long-term career growth.

What We Give:

• 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).
• A 401k plan with company match, short and long-term disability coverage. 
• A generous PTO and sick policy that includes 13+ paid annual holidays. 
• Wellness classes (fitness, mental health, nutrition, finance, etc.). 
• An Employee Assistance Program, including membership for guided meditation for all employees. 
• Monthly tech and wellness reimbursement. 
• An infinite supply of Liquid I.V. for endless hydration!  

Work Environment:

• This role is REMOTE with flexibility for industry events and travel to El Segundo, CA. Liquid I.V. strives to support and create a flexible working environment. 

Candidates must be authorized to work in the United States without sponsorship.

The compensation band for this position is $126,100 - $189,100 annually. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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