Retention & Loyalty Marketing Manager

Retention & Loyalty Marketing Manager

Department: Marketing

Location: Orem, UT

Hybrid

Salary: Based on Experience

Who We Are

At Just Ingredients – a health and wellness e-commerce company – we believe that nourishing your body with real ingredients is essential for living a healthy and fulfilling life. That's why our products are made using carefully selected, whole-food ingredients. And our people are just as real as our ingredients – authentic, collaborative, and dedicated to fostering a workplace that inspires individuals and teams to reach their full potential.

About the Team

This role sits within the Marketing team and reports to the Director of Growth Marketing. You'll work closely with Creative, Product Development, and Customer Experience to ensure retention and loyalty strategy is grounded in product knowledge, customer signals, and business performance — not just campaign execution.

What We Are Looking For

We're looking for a Retention & Loyalty Marketing Manager to own the strategy and day-to-day management of our customer retention and loyalty programs. This is a highly cross-functional, data-driven role that bridges strategy and execution — from campaign calendars to performance reporting — driving lifetime value, repeat purchase, and program engagement across email, SMS, loyalty, and subscriptions.

What You'll Do

Strategy & Execution

• Own the annual retention and loyalty marketing calendar, aligning campaign timing with product launches, promotions, and seasonal moments across the business.
• Lead personalized email and SMS campaigns across lifecycle journeys, from welcome series to win-back and re-engagement.
• Build, audit, and refine automated flows to reduce churn, boost subscription upgrades, and increase repeat purchase rates.
• Partner with Creative to ensure every campaign delivers a seamless, on-brand customer experience across touchpoints.

Data-Driven Segmentation & Optimization

• Use customer segmentation and behavioral data to build journeys that feel relevant and timely at every stage of the lifecycle.
• Establish and run A/B testing frameworks across subject lines, offers, send times, and cadence to continuously improve engagement.
• Track key performance metrics (open/click rates, conversion, retention rate, CLV) and turn results into clear, actionable recommendations.
• Ensure all email and SMS marketing practices comply with applicable regulations (CAN-SPAM, TCPA) and platform-specific requirements.

Subscription & Loyalty Programs

• Drive subscription growth through targeted acquisition campaigns, win-back flows, and value-focused messaging.
• Develop and execute loyalty communications that spotlight member benefits, rewards, and program milestones.
• Serve as the team's go-to resource on the subscription and loyalty programs.
• Partner with Product Development to translate ingredient education and product benefits into lifecycle and loyalty messaging.
• Test, measure, and iterate on tactics to grow program participation, engagement, and lifetime value.

Cross-Functional Collaboration & Reporting

• Partner with Customer Experience to identify churn signals and retention opportunities surfaced through customer interactions.
• Partner with Finance on subscription revenue forecasting and retention/loyalty program ROI reporting.
• Build strong working relationships with cross-functional partners to keep messaging aligned and campaigns running smoothly.
• Compile performance summaries and reporting for the Director of Growth Marketing, translating retention/loyalty data into a clear narrative on what's working and why.

What You'll Bring

• 5-7 years of experience in retention, lifecycle, CRM, or loyalty marketing, ideally in DTC e-commerce or consumer products.
  2-3 years managing people and projects.
• Proven experience managing lifecycle/loyalty programs across email, SMS, and related channels.
• Strong analytical skills; comfortable interpreting performance data to drive decisions.
• Proficiency in retention/CRM platforms (e.g., Klaviyo, Attentive, or similar).
• Experience with subscription management platforms (e.g., Recharge, Bold, Skio) strongly preferred.
• Familiarity with loyalty platforms (e.g., Smile.io, Yotpo, LoyaltyLion) a plus.
• Working knowledge of email/SMS marketing compliance requirements (CAN-SPAM, TCPA).
• Strong Excel and PowerPoint/reporting skills.
• Excellent written and verbal communication skills.
• Highly organized with strong project management skills; able to manage multiple priorities in a fast-paced environment.
• Experience collaborating cross-functionally and influencing without direct authority.
• SQL or data visualization/BI tool familiarity a plus.

What We Offer

• Competitive salary based on experience
• Medical, Dental, Life Insurance
• 401K with company matching
• 4 weeks accrued PTO
• Employee discounts
• Fast-paced environment
• Purposeful mission for health and wellness