Retention & Loyalty Manager

Seint; Saint George (UT); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

HSA

401(k)

Life Insurance

Parental Leave

Gym Benefit

Hybrid Schedule

Unlimited PTO

Job summary

Seint is seeking a Retention & Loyalty Manager to own how we keep customers returning and to turn buyers into advocates. You’ll oversee our subscription program, loyalty/rewards program, and lifecycle marketing (email/SMS), while managing an external Retention Agency to drive real performance across journeys.

You will shape strategies for Subscribe & Save, loyalty benefits, and lifecycle messaging, partnering with Marketing, Affiliate, and Product teams to maximize retention-driven revenue.

Qualifications

• 3–5+ years in retention marketing, lifecycle/CRM marketing, or loyalty program management in DTC ecommerce.
• Direct experience managing an external agency or vendor relationship with briefs, budgets, and performance accountability.
• Hands-on experience with subscription and/or loyalty platforms (Recharge, Smile.io, Yotpo) and email/SMS platforms (Klaviyo).

Responsibilities

• Own the day-to-day relationship with Seint’s external Retention Agency (email/SMS).
• Translate product launches and promotions into clear briefs for the agency.
• Own Subscribe & Save program end-to-end and evolve mechanics with business cases.
• Own loyalty/rewards program structure, rules, and value for customers.
• Design retention segmentation and lifecycle strategies across key customer groups.
• Collaborate cross-functionally with Affiliate, Marketing, and Digital Ecommerce teams on reporting and forecasting.

Skills

Retention marketing

Lifecycle/CRM

Loyalty programs

Agency management

Data analytics

Communication

Stakeholder mgmt

Tools

Recharge

Smile.io

Yotpo

Klaviyo

Job description

Seint is looking for a Retention & Loyalty Manager to own how we keep customers coming back and eventually build them into advocates and megaphones for Seint. This role sits at the center of our subscription program, loyalty/rewards program, and lifecycle marketing (email/SMS), and manages our external Retention Agency both strategically and day-to-day. You’ll be the person who turns “she bought once” into “she’s part of this brand,” using real customer data and segmentation, not guesswork.

Essential Functions and Responsibilities of the job include but are not limited to

Retention Agency Management

• Own the day-to-day relationship with Seint’s external Retention Agency (email/SMS) — briefing, campaign/flow review, performance accountability, and budget management
• Translate business priorities (product launches, promotions, seasonal moments) into clear briefs the agency can execute against
• Hold the agency accountable to real performance benchmarks — open/click rates, flow-driven revenue, list health —not just deliverables
• Ensure the entire Consumer Journey from First purchase to Ambassador status is the ultimate goal

Subscribe & Save

• Own performance and ongoing evolution of the Subscribe & Save program end to end
• Identify and prioritize new program mechanics — for example, a preview/customize window before each shipment, escalating loyalty benefits tied to tenure, and early access to new launches — with a clear business case for each
• Partner cross-departmentally to align subscription offerings with the product roadmap as new categories and launches come online

Loyalty & Rewards Program

• Own the loyalty/rewards program (points structure, redemption, and any tiering) including making the program’s rules and value genuinely easy for customers to understand
• Partner with ASK, Marketing and other departments to ensure we are driving this to be an advocacy and community driver not a markdown/discount driver. This is about adding value between our brand and our community
• Evaluate and recommend promotional levers in partnership with Marketing and Finance, with attention to how they interact with Affiliate economics

Segmentation & Lifecycle Strategy

• Build and maintain retention strategy across key customer segments — new vs. returning, Affiliate-assisted vs. DTC-only, subscriber vs. one-time purchaser
• Design win-back and reactivation strategy for lapsed customers, grounded in why customers actually go quiet and what we can do differently to better serve them
• Own post-purchase lifecycle touchpoints, including coordination with the post-purchase survey program, to identify and act on retention risk signals early

Cross-Functional Collaboration

• Partner with the Affiliate team to understand how the Artist relationship affects customer loyalty, and ensure retention programs support that relationship while also supporting the DTC-focused customer
• Work with Head of Digital Ecommerce on reporting structure and forecasting for retention-driven revenue
• Coordinate with Marketing on how retention campaigns and lifecycle messaging fit into the broader promotional calendar, avoiding conflicting or cannibalizing offers

Qualifications

• 3–5+ years in retention marketing, lifecycle/CRM marketing, or loyalty program management, ideally in DTC e-commerce
• Direct experience managing an external agency or vendor relationship, including briefing, budget oversight, and performance accountability
• Hands-on experience with subscription and/or loyalty program platforms (e.g., Recharge, Smile.io, Yotpo, or similar)
• Experience with an email/SMS platform (e.g., Klaviyo or similar) and building segmented, triggered lifecycle campaigns
• Strong analytical fluency — comfortable with cohort analysis, retention/churn curves, LTV, and translating data into a clear recommendation
• Excellent written communication — this role writes agency briefs, cross-functional recommendations, and reporting regularly
• Proven ability to manage multiple concurrent priorities and stakeholders independently

What Success Looks Like in the First Year

• A Retention Agency relationship that’s proactive and accountable, not just reactive to requests
• A Subscribe & Save program with at least one meaningful new mechanic launched, backed by a clear business case
• A loyalty program that ultimately builds value and community
• A working win-back strategy for lapsed customers, with results tracked against a real baseline
• Retention and repeat-purchase metrics reported clearly and regularly, segmented in a way that actually informs decisions

Benefits Include

• Medical, dental, and vision insurance
• Health Savings Account (HSA) with company contribution
• 401(k) retirement plan with company contribution
• Life insurance
• Paid parental leave
• Gym membership reimbursement/benefit
• Hybrid work schedule
• Unlimited paid time off and company holidays