CRM Specialist, Retention

Nashville Public Radio; Santa Monica (CA); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) plan with company match

Paid Time Off

Work from home flexibility

Free IPSY Extra subscription

Learning & development programs

Job summary

IPSY is looking for a CRM Specialist, Retention in Santa Monica, California. In this role, you'll execute and support retention programs that directly impact member engagement and revenue. You'll manage key projects across upgrades, loyalty campaigns, and operational workflows, ensuring a smooth execution that enhances subscription value.

The ideal candidate has 3-6 years of relevant marketing experience, preferably in a DTC or subscription context, and a Bachelor’s degree. You’ll benefit from a competitive salary, great health benefits, and work-from-home flexibility.

Qualifications

• 3–6 years of experience in marketing, focusing on lifecycle, CRM, or eCommerce.
• Experience at a DTC or subscription company preferred.
• Hands-on experience with loyalty or retention programs preferred.

Responsibilities

• Execute retention programs and manage deliverables from brief to launch.
• Plan loyalty promotions and reduce churn through campaigns.
• Monitor program performance and provide analysis with recommendations.

Skills

Project management

Analytical skills

CRM platforms knowledge

Excel proficiency

Clear communication

Education

Bachelor's degree

Tools

CRM/ESP platforms (Iterable, Braze, SFMC)

Analytics tools (Amplitude, Sigma, Tableau)

Job description

About the Role
IPSY is seeking a CRM Specialist, Retention to execute and support programs that directly drive revenue and keep members engaged, growing, and loyal to IPSY. This hands‑on, high‑impact role focuses on upgrades, loyalty campaigns and coupons, operational support, and special projects. Your work will directly influence subscription value and member loyalty.

What You’ll Be Doing

Retention Program Execution & Performance

• Execute and support programs across upgrades, loyalty campaigns, coupons, and operational initiatives.
• Own day‑to‑day deliverables across multiple programs, managing workflows from brief through launch.
• Partner with channel managers to create campaigns, synthesize overall performance, learnings, and identify new opportunities.
• Assist in forecasting and modeling for program and campaign design and approvals.
• Monitor program performance weekly and monthly; deliver program analysis with clear insights and recommendations.
• Identify risks and optimization opportunities; bring solutions, not just observations.
• Support performance reporting for team and cross‑functional stakeholders.

Loyalty Programs (Campaigns & Coupons)

• Plan and execute loyalty promotions, coupon programs, and member incentive offers that drive engagement and reduce churn.
• Partner with CRM, Creative, and Operations on end‑to‑end campaign development and deployment.
• Track coupon inventory, redemption, and program performance; surface actionable findings.
• Help evolve the loyalty program experience based on performance learnings and member behavior.

Upgrade Programs

• Support upgrade campaign development and target members for tier conversion.
• Partner with Merchandising and Product to identify the right upgrade moments, offers, and messaging.
• Contribute to testing, iteration, and ongoing optimization.

Operational Support

• Own key operational workflows that keep retention programs running smoothly: campaign design, QA, legal copy review, product and offer setup in dotCMS, offer/gift operations (inventory and unit tracking).
• Partner with Tech and Marketing Ops to resolve platform issues and support new feature launches.
• Collaborate with CX on member‑facing issues that intersect with retention programs.
• Maintain tight cross‑functional coordination to ensure seamless, consistent member experiences.

Special Projects

• Support ad hoc strategic initiatives tied to retention, engagement, and member lifecycle growth.
• Contribute to cross‑functional workstreams as a retention subject matter contributor.

What We Are Looking For

Experience

• 3–6 years of experience in marketing, focusing on lifecycle, CRM, growth, digital marketing, or eCommerce.
• Bachelor’s degree required.
• Experience at a DTC, subscription, or eCommerce company is strongly preferred.
• Hands‑on experience supporting loyalty, retention, referral, or engagement programs is heavily preferred.
• Channel marketing experience (email, SMS, push) is a plus, but not required.

Skills

• Strong execution skills with solid project management instincts—can manage multiple workstreams without losing detail.
• Analytical fluency: can pull and interpret performance data to drive decisions; Excel or Google Sheets required.
• Forecasting and modeling experience to inform planned performance based on historical data and trends and financial planning for program setup.
• Familiarity with CRM/ESP platforms (Iterable, Braze, SFMC, etc.).
• Familiarity with analytics tools such as Amplitude, Sigma, Tableau, or Looker.
• Clear communicator, written and verbal; comfortable working across multiple teams.
• Detail‑oriented with strong QA instincts.

Mindset

• Bias for action—comfortable moving fast and figuring things out.
• Curious and data‑driven: asks why and chases the answer.
• Highly accountable and self‑directed.
• Thrives in fast‑paced, evolving environments with competing priorities.

Why This Role Matters

• Keeping members is as important as acquiring them. Retention is a direct revenue driver, and the programs you support will have a measurable impact from day one.
• The role spans multiple programs, channels, and cross‑functional teams—providing breadth of DTC and subscription marketing experience.

Bonus if You Have

• Beauty or personal care industry experience.
• Subscription experience.

What We Offer

• Competitive base salary & bonus program.
• Medical, dental & vision insurance.
• 401(k) plan with company match.
• Paid Time Off.
• Work from home flexibility.
• Free IPSY Extra subscription.
• Learning & development programs.

Remote Locations: Remote positions may be performed in any of the states where IPSY has a business presence: Arizona, California, Connecticut, Florida, Illinois, Kansas, Massachusetts, Missouri, North Carolina, New York, New Jersey, Nevada, Ohio, Pennsylvania, Texas, and Washington.

EEO Statement
We celebrate diversity and are an equal‑opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic. If you need reasonable accommodation in the application or employment process, please contact us.

Pay is based on non‑discriminatory factors such as experience, education, skills, and location. Final compensation is determined by experience and skills. Salary Range: $68,000 USD - $75,000 USD.