Manager, Lifecycle Marketing

Saxxunderwear; Vancouver; On-site; CAD 117,000 - 131,000; Full time

Benefits offered by this job

Hybrid work environment

Health, dental, and vision coverage

RRSP matching

Volunteer days

Employee product credit

Job summary

SAXX Underwear Co. is seeking a Manager, Lifecycle Marketing to lead the customer journey from acquisition to retention, based at our Vancouver office.

You will own email/SMS strategy, loyalty programs, and cross-functional collaboration with eCommerce, brand, and operations to drive growth and retention. You will manage segmentation, automation overhauls, and retention tracking, working with the Digital Marketing and DTC teams to optimize lifecycle programs and ensure a cohesive customer

Qualifications

• Bachelor’s Degree or diploma in eCommerce/Marketing or related field or equivalent experience.
• Minimum 5 years experience at a direct-to-consumer brand focused on customer journey and retention.
• Minimum 3 years experience with ESPs such as Klaviyo.
• Experience managing, reporting and improving retention metrics like LTV and repeat customer rate.
• Experience working with creative teams to obtain content.

Responsibilities

• Lead strategy of the customer journey for each touchpoint across the marketing funnel.
• Own email/SMS content planning and briefing to creative teams; support homepage and landing pages strategy.
• Define cohorts to drive growth via segmentation and journey mapping for personalized experiences.
• Own cross-sell, upsell, and replenishment in retention channels (email/SMS/loyalty).
• Define, track, and improve metrics (LTV, retention, cross-sell); partner with Director, Digital Marketing.
• Own Loyalty program strategy, experience, benefits, and growth to support retention.

Skills

Email marketing

Customer retention

Campaign management

Analytics

Team leadership

Strategic thinking

Education

Bachelor’s Degree in Marketing or related field

Tools

Klaviyo

Shopify

GA4

Loyalty program software

Job description

SAXX Underwear Co. is looking for a Manager, Lifecycle Marketing to join the team based at our Vancouver office location. This is your opportunity to be part of a globally growing brand in a dynamic work environment.

Lead all things that enhance a customer’s journey from acquisition to retention, ultimately supporting the growth of the SAXX customer base. Primary responsibilities include ownership of the email/SMS
program, customer analysis and SAXX loyalty program. This is an ever-evolving role, the ability to pivot quickly based on needs of the business and operate within an often ambiguous and autonomous environment is crucial to your success.

You will lead the strategy and execution of our email/SMS channel with a focus on rapidly improving customer retention, building our list and learning more about our customers. You will own everything from email briefs to automation overhauls and retention tracking to zero-party data collection. You will work hand in hand with the Digital Performance Marketing Manager to maximize growth and retention across digital touchpoints and manage the customer journey roadmap to ensure a cohesive customer experience. You will cross-functionally coordinate with eCommerce, brand, operations, customer service and inventory teams. You are full of ideas, creative, data-driven, have a growth mindset and love digging in to learn more about our customers.

RESPONSIBILITIES INCLUDE:

• Lead strategy of the customer journey for each touchpoint across the marketing funnel.
• Own email/sms content planning and briefing to creative teams and support with homepage and landing pages strategy to ensure cohesive storytelling across digital channels.
• Define key customer cohorts to drive growth and retention through segmentation and journey mapping to deliver personalized experiences – right place, right time, right message.
• Own the cross-sell, upsell and replenishment experience at the retention stage in core channels (email/sms/loyalty) to support growth with a focus on strategic product categories.
• Define, track and improve key metrics (LTV, new customer rate, retention rate, cross-sell/upsell rates, repeat purchase rate) to evaluate performance and define areas of opportunity working closely with the Director, Digital Marketing.
• Own the Loyalty program with support of the Director, Digital Marketing and Director, DTC, including: Strategy, experience, benefits, growth plans and evolution to support the retention efforts for SAXX. We are launching a new program imminently and you will bring your expertise to help define the value and growth expectations.

Email & SMS Oversight:

• Oversee email automation and omnichannel customer journeys by working closely with the email/sms Specialist focusing on retention, cross-sell and upsell to maximize sales.
• Collaborate with creative teams to develop compelling messaging and visuals that align with the brand voice.
• Oversee email/sms segmentation strategy and cohort measurement including: RFM, First time, lapsed, VIPs, retention risk and more.
• Oversee A/B testing strategy across email/sms campaigns and automations such as: Subject lines, send times, content, offers, and product merchandising.
• Management of website pop-up strategy via Klaviyo including A/B testing, reporting, and content balancing list growth and on-site customer experience.
• Own list growth within the program and support cross-functional teams e.g. retail to improve data capture in offline activities.
• Support the email/sms specialist with reporting and briefing as needed.

Business Leadership:

• Own reporting for your core KPIs by leveraging tools at your disposal (E.g. Shopify, Klaviyo, GA4, Aftership, loyalty app etc.) in partnership with the Director, Digital Marketing
• Own relationships with Vendors (E.g. Klaviyo, loyalty partners)
• Build scalable lifecycle programs with short and long term efficiency in mind
• Work alongside Managers and the Senior Leadership Team to effectively drive revenue growth and hit strategic business goals
• Manage and motivate the email/sms Specialist to continued success
• Works on other duties and support other teams as assigned. This is an ever-evolving role and adaptability, ownership and a get stuff done mentality will be the key to success

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree or diploma in eCommerce/Marketing or related field; or equivalent years of combined education & experience
• Minimum 5 years experience at a direct-to-consumer brand with a focus on customer journey and retention
• Minimum 3 years experience within ESP such as Klaviyo
• Experience managing, reporting and improving retention metrics like LTV and repeat customer rate – you know the levers you need to pull
• Experience working directly with creative teams (designers) to get the content you need
• Strong understanding of customer journey, and critical inflection points throughout the path to purchase
• Ability to problem solve and seek out solutions in an ambiguous environment
• Results-oriented and process driven, with high expectations of self and team
• Ability to analyze, report and find the ‘so-what’ within data – you love how data forms decisions
• Excellent communication skills (oral and written)
• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects

The anticipated annual salary range for this position is $85,000-$95,000. The final aligned upon salary will be dependent on the successful candidate’s relevant skills, experience, and job-related knowledge.

WHY WE THINK YOU’LL LOVE WORKING WITH US

• We offer equitable salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support your well-being.
• Get additional health care support through a virtual health care platform and a health spending account.
• Participate in a Group RRSP matching program.
• Hybrid working environment.
• 4 paid days off dedicated for you to volunteer in your community and to support causes that matter to you most.
• Have your birthday off to celebrate in style.
• Free products? Yes please! Every SAXX employee receives an annual $600 credit to treat themselves and the people in their life to our premium products.
• Hang out with the cute and cuddly dogs at our headquarters (Woof!)
• Stay fueled with healthy snacks, coffee, and tea.
• Enjoy access to on-site showers, a wellness room, rooftop patio, regular social events, and exclusive perks at nearby shops and restaurants.
• Be part of a team of incredibly talented, passionate, and empowered people focused on building and innovating.
• Make an impact with your work—each person has an equal opportunity to contribute to our goals.