Lifecycle and Retention, Senior Manager

Role Summary

This role blends analytics, strategy, and execution. You will be responsible for understanding the business needs at every growth stage, applying industry best practices, and transforming retention from a set of campaigns into a disciplined growth driver.

What You Will Own

Retention & Subscription Performance

• Improve retention curves at 30 / 60 / 90 / 180 days
• Reduce churn and increase customer lifetime value (LTV)
• Grow subscription revenue towards 2026 targets
• Increase retention revenue contribution as a percent of total revenue
• Improve subscription attach rates, save/skip/upgrade rates
  
  

Subscription Architecture & Customer Experience

• Own subscription experience end-to-end, including:
• Save, pause, skip, downgrade, and win-back flows
• Replenishment timing and cadence strategy
• Subscription portal education and UX alignment
• Drive habit formation during the first 90 days post-purchase
• Implement best-practice lifecycle frameworks from high-growth wellness brands
  

Analytics, Insights & Business Decisioning

• Build deep analytics around:
• Churn drivers and early warnings
• Behavior patterns across subscription vs non-subscription customers
• Incremental LTV impact of retention initiatives
• Conduct cohort analysis by offer, cadence, channel, and SKU
• Define and track key performance indicators:
• Retention curves
• Churn rate
• LTV and contribution margin by cohort
• Subscription attach, save, skip, and reactivation rates
• Translate data into high-impact strategic decisions
  

Lifecycle Strategy & Best Practices

• Architect full-funnel lifecycle flows: onboarding, education, cross-sell, retention, win-back
• Develop testing frameworks tied to revenue impact
• Ensure lifecycle messaging drives behavioral outcomes (not just opens/clicks)
• Apply industry best practices from top wellness/CPG subscription brands
  
  

Cross-Functional & Operational Leadership

• Partner with Growth, Product, CX, Creative, Ops, and Analytics
• Manage external partners and transition capabilities in-house
• Own lifecycle tech stack optimization (Klaviyo, SMS, subscription platform)
• Influence acquisition strategy to improve long-term LTV
  
  

Ideal Candidate Profile

• 5–8 years of lifecycle, retention, CRM, or subscription growth experience ideally within CPG, beauty, wellness, or lifestyle brands.
• Strong analytical foundation with experience in retention modeling, cohort analysis, forecasting, and experimentation
• Proven ability to improve churn, LTV, and subscription performance
• Deep hands-on experience with email & SMS as performance channels
• Subscription platform experience
• Comfortable adapting strategy based on business priorities and growth phase
• Strong communicator and cross-functional collaborator
  
  

Success Metrics (First 12 Months)

• Measurable improvement in early retention curves
• Reduced churn and predictable subscription revenue growth
• Scalable cohort tracking and revenue dashboards
• Best-practice lifecycle frameworks implemented
• Clear uplift in subscription LTV with cross-team alignment
• Location: Chicago (preferred)
• Manager: CEO
• Direct Reports: Yes
• Compensation Range: $120,000 - 140,000 base
• Type: Full-time, Exempt
• Target Start Date: March 2026
  
  

Our salary ranges are based on competitive pay for our company’s size and industry and are one part of the total compensation package. Individual pay decisions are ultimately based on several factors, including role qualifications, experience level, skill set, geography, and internal equity considerations.

Equal Opportunity Statement

Black Girl Vitamins is an equal opportunity employer and values diversity and inclusion. We are committed to maintaining a work environment that is free of discrimination and harassment and that provides equal opportunity for all employees and applicants regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.