Sr CRM & Retention Manager

Droplette is the best way to care for and repair your skin.

Droplette is seeking a passionate Sr. CRM & Retention Manager, who will be responsible for owning the email and SMS strategy, loyalty program and subscription business. Our ideal candidate has a strong passion for creating unique experiences that drive sales and brand loyalty. This role reports directly to the Head of Growth Marketing and will directly mentor and manage the CRM Specialist. This role will oversee the Email/SMS, Loyalty and Referral marketing channels as well as the retention marketing strategy with a focus on improving customer LTV through win-back, retention, upsell/cross-sell and preventing churn.

This is a hybrid role with flexibility for both in-person and remote work. Our HQ is located in Boston, MA.

As a company that values inclusion, Droplette seeks individuals of all backgrounds and experiences to apply for the position. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is too. Through initiatives like Anti-racism training and bias prevention initiatives, we’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.

In this role, you will work on a wide range of projects including:

• Build marketing automation for Droplette’s retention practice

• Define, own, & drive customer retention through the execution of a 360-strategy leveraging email, SMS, referral and loyalty to deliver results and proactively identify and close gaps

• Be passionate (and an expert) on all things retention marketing including emerging trends, tactics and technologies to inform the tech stack that supports our retention strategy 

• Work with the Analytics team to build and monitor all retention KPIs, and provide strategic recommendations for improvement

• Build & execute a data-driven testing roadmap with A/B test agenda, including design, KPI definition, implementation, and measurement while regularly sharing out clear performance, test results, best practices & key learnings with the team

• Map out the customer journey and deploy appropriate list segmentation strategy from opt-in to churn

• Ensure compliance with best practices across retention programs 

• Lead content planning and briefing across email and SMS, in collaboration with Marketing and Creative teams to establish winning messaging and assets

• Build and maintain the foundational understanding of repeat guest behaviors and trends with respect to key KPIs by cohorts and develop recommendations with respect to repeat guest enticement and offers

• Implement tactics to grow database size and improve database engagement through segmentation, automation and testing

What We Seek:

• Minimum Bachelor’s degree in business or marketing

• 4+ years with Retention Marketing experience including Email, CRM, Loyalty and Referral, preferably in a D2C subscription environment

• Knowledge of Shopify and tech stack options such as Klaviyo, Recharge and Yotpo

• Have developed Email, SMS and loyalty strategies and campaigns that drive results

• Have a track record of delivering innovative solutions to drive profitable long-term customer engagement

• Strongly analytical; able to use data to optimize day-to-day performance and set aggressive yet achievable long-term goals

• Extremely attentive to detail, yet has an overall understanding of larger big-picture concepts

• Ability to work in a fast-paced, high-volume environment that is ever-changing and dynamic.

• Enjoys coming up with new ideas and can easily explain your rationale in a business sense (experience in making business cases)

• Not afraid to get your hands dirty; strong bias for action

More about Droplette

At Droplette we’re pioneering technology that makes skin-care super-actives like collagen and retinol into incredibly fast-moving micro-drops that slide painlessly through the skin absorbing 20 times deeper than topical serums or creams. Droplette heals skin from deep within delivering results awarded by NASA and the NIH in less than a minute a day. The Droplette system was named one of Popular Science’s 100 greatest inventions of 2021 and our founders have been named “Medical Marvel(s) 2021 by Newsweek for “Pushing the technological boundaries of health care.” Droplette is the best way to care for and repair your skin.

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on “protected categories,” Droplette also strives to prevent other, subtler forms of inappropriate behavior from ever gaining a foothold in our company. Whether blatant or hidden, barriers to success have no place at Droplette.

Agency and Third Party Recruiter Notice: Agencies that submit a resume to Droplette must have a current executed Droplette Agency Agreement executed by the Head of People Operations. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Droplette Recruiter. All resumes must be sent to the Droplette Recruiter under these terms or they will not be considered.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact careers@droplette.io.

Droplette participates in E-verify to determine employment eligibility.

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Covid- 19 Mandatory Vaccination Requirement: Effective October 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the Head of People Operations in writing. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.