Senior Retention Manager

We Are Looking For

We are looking for a Senior Retention Manager to own and evolve Arrae’s customer retention strategy across the full lifecycle. This role will focus on driving repeat purchase behavior, increasing subscriber lifetime value, and building high-impact experiences that keep customers engaged over time.

This is a hands-on, cross-functional role for someone who can think strategically and execute. You’ll work closely with Growth, Product, E-Commerce, and external partners to identify opportunities and bring retention initiatives to life.

The ideal candidate is data-driven, creative, and action-oriented, with a strong understanding of customer behavior and a focus on turning insights into measurable improvements in retention and LTV.

Core Responsibilities

• Own and optimize retention strategy across the customer lifecycle, with a focus on repeat purchase rate and subscriber lifetime value.
• Analyze cohort behavior and performance, identifying trends, drop-off points, and opportunities to improve retention.
• Develop and execute strategies for both evergreen retention and key promotional cohorts (e.g., BFCM, product launches, seasonal campaigns).
• Lead initiatives to improve subscription retention, including churn reduction, cancellation prevention, and customer reactivation.
• Partner with email/SMS agency to develop and optimize lifecycle flows, including post-purchase, replenishment, winback, and engagement campaigns.
• Collaborate with Product and E-Commerce teams to enhance the subscriber experience, including portal features, UX improvements, and retention-focused functionality.
• Concept and execute programs that drive engagement and loyalty (e.g., sampling, surprise & delight, VIP experiences, cross-sell initiatives).
• Work closely with Growth and Analytics to define testing roadmaps and measure performance across retention initiatives.
• Continuously test and iterate on offers, messaging, and experiences to improve retention outcomes.
• Report on retention performance, clearly communicating insights, learnings, and opportunities to the broader team.

Required Skills & Experience

• Experience in retention, lifecycle marketing, within an e-commerce or DTC environment.
• Strong understanding of subscription-based business models and retention levers.
• Proven ability to analyze cohort data and translate insights into actionable strategies.
• Experience working with email/SMS platforms and managing lifecycle campaigns (directly or via agency).
• Strong project management skills with the ability to execute across multiple initiatives.
• Data-driven mindset with a focus on testing and optimization.
• Excellent communication and cross-functional collaboration skills.

Preferred Skills & Experience

• Experience with subscription platforms (e.g., Recharge).
• Familiarity with analytics tools (e.g., Shopify analytics, GA4, or similar).
• Experience developing or managing loyalty or rewards programs.
• Exposure to A/B testing and experimentation frameworks.
• Experience working closely with Product or UX teams on retention-focused features.

Who You Are

• A strategic thinker who is equally comfortable executing and getting into the details.
• Deeply customer-focused—you understand what drives behavior and loyalty.
• Analytical and curious—you use data to guide decisions and uncover opportunities.
• Proactive and solution-oriented—you take ownership and move quickly from insight to action.
• Creative in your approach to engagement, always thinking of new ways to delight and retain customers.
• Collaborative and communicative across teams and external partners.
• Motivated by driving measurable impact on retention, LTV, and long-term growth.

Please send resumes to ***email_hidden*** with the subject "Senior Retention Manager".