Retention Marketing Manager

The Class; New York (NY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

An innovative wellness company is seeking a Retention Marketing Manager to enhance student engagement and loyalty. In this dynamic role, you'll develop targeted marketing strategies and collaborate with various teams to optimize customer experiences. Your analytical skills will be crucial in interpreting data to create actionable insights that improve retention. Join a passionate team in a fast-paced environment where your contributions will directly impact the growth and success of the company. If you have a strong background in retention marketing and a genuine interest in wellness, this is the perfect opportunity for you.

Benefits

Unlimited paid vacation policy

Medical, dental, vision, & 401K plan

Free digital subscription

Employee discounts on retail products

Dynamic and creative work environment

Qualifications

• 5 years of experience in retention marketing or customer success roles.
• Proven analytical skills to interpret data and drive insights.
• Experience in a digital subscription business.

Responsibilities

• Develop and implement retention marketing campaigns to reduce churn.
• Collaborate with cross-functional teams to enhance customer experience.
• Analyze data to track retention KPIs and address student needs.

Skills

Retention Marketing

Customer Relationship Management (CRM)

Data Analysis

Project Management

Digital Marketing

Education

Bachelor's degree in Marketing

Bachelor's degree in Business

Tools

Klaviyo

Zendesk

Job description

Company Description

The Class is a mindful wellness company with a global digital presence, and studio operations in NY and LA. Through a music driven practice we exercise the body to engage the mind. Through physical conditioning, we work out mental and emotional behaviors to create new tools for experiencing life. Founded in 2011 by Taryn Toomey, The Class is a wringing out, literally and figuratively, of the body, mind and soul. And it's fun! Headquartered in NYC, we are growing our passionate team as we continue to grow the scale and positive impact of The Class for people around the world.

Job Description

Reporting to the Vice President of Digital Marketing, the Retention Marketing Manager will be responsible for developing and executing strategies that maximize retention, loyalty, and lifetime value of our Students. This role focuses on engaging existing students through targeted campaigns, analyzing customer behavior, and collaborating with cross-functional teams to ensure a seamless and rewarding experience. Serving as a passionate, solution-oriented liaison between our students and our internal teams, you will proactively address customer needs and identify opportunities for expansion. Combining data with curiosity, you will develop tactics to optimize each step of the student journey post-trial, increasing the number of prospects that become active, engaged subscribers. The ideal candidate will have a genuine interest in wellness and the mission of The Class and be excited to join a fast-paced, brand-centric, growing company. This role is based in NYC and will join a hybrid remote and in-office culture with an expectation of ~3 days per week in the office.

What you’ll do:

• Develop and implement innovative retention marketing campaigns, personalized communications, targeted offers, and product features to increase customer engagement and reduce churn.
• Collaborate with teams across marketing, product, CX, and experience to design and test strategies that increase retention of digital students.
• Analyze product data and user research to develop and track retention KPIs and usage metrics in order to identify at-risk segments and proactively address student needs with thoughtful, cost-effective, brand aligned solutions.
• Oversee CX and manage the CX support team, developing customer-centric tactics to reduce churn, monitor complaints, and improve the overall effectiveness of our CX function. Ensuring a seamless customer experience and consistent internal feedback loops.
• Design and manage multi-channel campaigns (email, SMS, app notifications, in-product features, digital and physical events, etc.) aimed at increasing engagement, reducing churn, and targeted solutions for upselling and cross-selling.
• Write compelling copy for email and marketing campaigns, working with the existing team to learn and hone the brand voice, tone and key messaging for compelling delivery and brand consistency.
• Work with Product, Engineering and Experience to consistently monitor, test, and launch new product features and digital content offerings to deliver ongoing value to our students, boost engagement on the platform, and increase LTV.
• Lead or participate in special events, product feature development, and marketing campaigns to enhance the customer journey and overall satisfaction.
  
  

Who you are:

• You bring a data-driven mindset with the ability to translate insights into actionable strategies aligned with an intentional brand experience.
• A subject matter expert who has done the job before.
• A resourceful, solution-oriented, creative problem-solver and self-starter with a roll-up-your-sleeves-and-jump-in approach to solving problems in a fast-paced, growth-minded environment.
• A strong communicator, collaborator and organized teamplayer with project management skills.
• An innate sense of digital, community, and authentic brand messaging
• Attention to detail & ability to multitask
  
  

Qualifications

• 5 years of relevant experience in retention marketing, CRM or customer success roles, ideally in a digital subscription business.
• Proven experience using analytical skills to interpret customer data and drive actionable insights that improved retention and increased engagement.
• Technical aptitude and recent experience working with Klaviyo, Zendesk, and other relevant marketing tools.
• A track record of collaborating across departments to manage multiple projects simultaneously in a fast-paced, founder-led, startup environment.
• Bachelor’s degree in marketing, business, or a related field.
• Ability to work from the NYC office at least 3 days a week
  
  

Additional Information

The approximate salary range for this position is $90,000–$110,000. The exact salary offered may vary based on job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education and training, business needs, and market demands.

What we offer:

• Competitive salary and opportunities to grow in the company
• Unlimited paid vacation policy
• Medical, dental, vision, & 401K plan
• A free digital subscription, studio attendance, and employee discounts on all retail products
• A dynamic, creative, fun, and kind work environment centered around the method
  
  

Equal Opportunity Employment Statement:

The Class is committed to providing equal employment opportunities to all employees and applicants. We do not discriminate based on race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.