We are looking for a Senior Manager, Lifecyle & Loyalty who will be responsible for driving engagement and conversion throughout the consumer journey. This role will lead CRM growth efforts with key KPIs that focus on customer conversion and retention across various online and offline channels, driving loyal customers, and enhancing the brand’s digital storytelling efforts.

Job Responsibilities:

• Lifecycle Marketing

  • Own lifecycle marketing for ILAIbeauty.com, including managing promotions, email, SMS, direct mail, loyalty, and subscription programs.

  • Convert site visitors into email/SMS list members through on-site popup and form optimization.

  • Drive the retention marketing strategy with the goal of increasing repeat customer revenue.

  • Define the database segmentation strategy, with clear goals by segment, content types, and cadence by segment.

  • Own the creation and upkeep of the direct-to-consumer email/SMS marketing plan and promotion calendar with partnership with digital product teams, creative, and marketing teams, seeing it through to execution.

  • Brief design and content teams on new email placements prioritized by impact.

  • Develop detailed email and SMS plan months in advance, in accordance with promotions calendar, integrated calendar, and product launch plans.

  • Execute testing across signup units, email, and SMS, including creative testing, copy testing, segment testing, and send-time testing.

• Customer Lifecycle Journey

  • Define the customer lifecycle journey strategy across all DTC marketing touchpoints, factoring in where products fit into the lifecycle and ensuring a cohesive experience from acquisition to retention to referral.

  • Own end-to-end lifecycle experience, from conversion of prospects into customers, and conversion of customers into loyalists.

  • Own the planning and execution of lifecycle marketing strategies through tracking and analytics, data segmentation, creation of new customer flows & marketing automation.

  • Collaborate with key stakeholders to manage the growth and maintenance of our prospects/customer database including new programs designed to increase email capture and LTV.

  • Convert prospects into customers, customers into loyalists, and loyalists into advocates, resulting in sales, subscriptions, reviews, and referrals

• Loyalty & Subscription

  • Manage loyalty and subscription programming, resulting in program growth and LTV growth.

  • Maintain an innovative and competitive loyalty and subscription program, driving adoption with customers and with internal stakeholders.

  • Drive and incentivize customer referrals and reviews.

• Own It

  • Demonstrate the plan to grow email/SMS revenue through a clear strategy that shows the expected revenue, costs, and return on investment.

  • Communicate ecommerce promotion plans to cross-functional teams and partner with brand marketing to maintain the integrated marketing calendar.

  • Update the ecommerce roadmap with key lifecycle marketing milestones that need to be accomplished to deliver results.

  • Make proposals for resourcing requirements, including vendor evaluation, budget, onboarding and implementation plans.

  • Report on key CRM metrics including list growth, new customer acquisition through email/sms/referral, repeat revenue, subscriber growth, VIP program growth, and LTV growth.

  • Manage, develop, and retain lifecycle team members and agencies, training them on best practices and setting clear KPIs and expectations for performance.

• 6-8 years of hands on e-commerce lifecycle marketing experience

• Strong experience with Shopify, Klaviyo, Attentive, Google Analytics, or comparable tools and basic understanding of HTML

• Experience with Loyalty Lion or another similar loyalty program preferred

• Understanding of analytics tools including Google Analytics

• Experience with a content management system or campaign management system

• Experience of project management tools and maintaining & executing a marketing calendar with a cross functional team

• Experience with Mailchimp, Klaviyo, or any other Email Service Provider including best practice list management, segmentation, and email design templates

• Proficient in the latest versions of Adobe Creative Suite web design tools

• Demonstrated ability to execute projects on time and to work collaboratively in a team environment

• Experience working with a small/rapidly growing business is a huge plus

• Excellent attention to detail and quality

• Passion for skincare / beauty industry

What we would like to offer...

• Base salary: $115,000-150,000*

• Bonus Opportunity

• Health Benefits - 100% employer-paid medical, dental & vision coverage

• Flex Time Off - No cap on personal time off and paid company holidays

• Seasonal Flex Days - Flexible scheduling to enjoy extra time under the sun during the Spring & Summer season

• Parental Leave - Up to 18 weeks paid parental leave

• 401(k) - Save for your future with a 401(k) with a company match

• Flexibility & Wellness Stipends - Monthly stipends to support remote work & self-care

• Hybrid Work Model - Find your flow, working from home or from one of our offices

• ILIA Products - Quarterly stipend to replenish your favorite products and try new ones

*This is the anticipated salary range for this position. The actual salary offered will carefully consider a few factors including your skills, qualifications, experience, and location.

About ILIA

ILIA makes clean skin-centric beauty. We see skincare and makeup as one and believe that skin should look like skin. With transparency as our guide and color as our vehicle, we challenge the conventions of clean beauty to create something radically new, through safe, groundbreaking formulas that protect revive the skin. Headquartered in Laguna Beach, California, ILIA brings together a strong group of innovative thinkers, rule-breakers and creative problem solvers. We pave the way forward as the leading clean makeup brand in what is being called the Clean Beauty Revolution. Fast paced growth provides constant learning, collaborative teamwork, and the desire to be the best at what you do. We celebrate taking risks and doing what hasn’t been done before.