Retention Manager

Hometown Hero • Full-time • Austin, TX, US • $75k - $95k / year • 6m ago

About us

Hometown Hero is an award-winning CPG company based out of Austin, TX. Our give-back philosophy has made us one of the most successful hemp companies in the country. We’re proud to offer a range of exceptional hemp-derived products crafted with the same care, dedication, and commitment that define the heroes we aim to support.

Our work environment includes:

Modern office setting
Food provided
Growth opportunities
Regular social events
Relaxed atmosphere
Lively atmosphere
Flexible working hours
On-the-job training

We are seeking a talented and experienced Retention Manager to join our team. As the Retention Manager, you will be responsible for developing and implementing email and SMS campaigns to engage with customers across B2B and B2C channels (primarily B2C). You will help increase customer loyalty and incentivize sales. You will work closely with the marketing team to create engaging content, manage campaigns, and analyze data to optimize retention efforts.

Ideal candidate

You’re a consumer centric gifted writer. You’re able to think through how to speak and resonate with different audience segments across various touchpoints to improve consumer experience and drive sales. You have the ability to take complex concepts and turn them into digestible nuggets of information. You have an advanced understanding of health, wellness, and/or the supplements space or are resourceful to get deep understandings of these with your own research. You are energized by fast-paced “start-up” environments and are flexible and adaptable to changing priorities. You’re a great team player who is able to work with business and creative teams to help build compelling campaigns and initiatives. You have a high level of empathy that comes across in your writing. You’re able to bring cultural references into your writing to infuse humor and fun into the writing to connect authentically with the target audience. You are motivated by hitting ambitious targets and enjoy having command of your channel scope to turn the data insights into actionable recommendations. You have a growth mindset and seek to continuously stay up-to-date with the latest industry requirements and trends.

Responsibilities

Write original, compelling, and engaging content geared toward various consumer targets.
Produce and execute all email and SMS campaigns. This includes building emails from templates and HTML, copywriting, asset coordination, QA, and scheduling.
Build and optimize flows to engage across the customer lifecycle (ie. abandon cart, win-back flows, nurturing, post-purchase, loyalty building, surveys, and transactional emails).
Plan data-led churn reduction tactics and oversee implementation in a customer-first manner.
Work in partnership with designers and copywriters to optimize email creative and template structure based on best practices.
Optimize email frequency between program touchpoints to minimize database churn and maximize revenue. This includes marketing campaigns, triggered emails, promotional emails, and transactional emails.
A/B test content and formalize learnings
Provide regular campaign performance reports that include open rates, CTR, conversions, revenue, revenue lift, unsubscribes, etc. and socialize weekly with extended team.
Regularly identify trends and email marketing strategies from other leading global brands to glean insights on best practices and implement them to enhance channel performance.
Look for new ways to improve overall programs through new technology, tools, partners, trends, and best practices.

Requirements

Excellent written communication skills.
3+ years experience managing a customer retention program.
3+ years experience working with email lists of 200,000 emails or more.
3+ years experience managing an email marketing tool, preferably Klaviyo.
Strong collaborator and team player
Detailed knowledge of email and SMS regulations, best practices, and compliance in the US, preferably in regulated markets (alcohol, cannabis, health).
Strong project management skills and attention to detail.
Industry knowledge in hemp, cannabis, and consumer wellness is a plus.
Must be happy to work on-site

Skills