Retention & Loyalty Growth Lead

Helen-of-Tro; Boston (MA); Hybrid; USD 82,000 - 103,000; Full time

Benefits offered by this job

Salary + Bonus

Healthcare

Dental

Vision

Paid Holidays

Paid Parental Leave

401(k) with company match

Basic Life Insurance

Short Term Disability (STD)

Long Term Disability (LTD)

Paid Time Off (PTO)

Paid Charitable (volunteer) Leave

Educational Assistance

Job summary

Helen of Troy is seeking a Retention Manager for Curlsmith in Boston, MA. The role focuses on building customer retention strategies, optimizing engagement, and driving repeat purchases across DTC channels.

You will collaborate with Marketing, Customer Service, Sales, and Product teams to maximize loyalty and subscription performance, leveraging data-driven insights and automated campaigns.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 7+ years in CRM, digital/direct marketing, or lifecycle marketing roles.
• Experience with ESP platforms, campaign testing, and optimization.
• Experience with loyalty and subscription programs in eCommerce.

Responsibilities

• Own the customer retention strategy and manage KPI reporting to drive LTV and reduce churn.
• Build audience understanding for improved segmentation, targeting, and personalization across channels.
• Lead testing/optimization roadmap with stakeholders and agencies to improve touchpoints.
• Collaborate with Marketing, Customer Service, Sales, and Product teams to deploy automation and scale wins.
• Develop and manage loyalty and subscription programs to boost engagement and revenue.
• Plan and coordinate email/SMS campaigns and content with internal and external resources.
• Monitor NPS, customer feedback, and fulfillment to ensure best-in-class experience.

Skills

CRM

LTV forecasting

Customer segmentation

RFM modeling

Personalization

Lifecycle marketing

A/B testing

Data-driven decisions

Education

Bachelor's degree in Business/Marketing

Tools

Shopify

ESP platforms

SMS marketing platforms

Marketing automation tools

Job description

Helen of Troy is seeking a Retention Manager for Curlsmith in Boston, MA. The role focuses on building customer retention strategies, optimizing engagement, and driving repeat purchases across DTC channels.

You will collaborate with Marketing, Customer Service, Sales, and Product teams to maximize loyalty and subscription performance, leveraging data-driven insights and automated campaigns.