Sr Manager, Customer Lifecycle & Retention

THE OPPORTUNITY

Swish Breaks is redefining live shopping at scale. We power 100,000 monthly orders across Whatnot, Fanatics Live, TikTok, and our owned digital channels. This role ensures that data drives daily decisions across channels, CRM, VIP strategy, inventory allocation, and margin optimization. You will play a critical role at the company, translating signals into action, executing on lifecycle campaigns and holding the organization accountable to performance.

About The Role

You will own the systems and programs that turn customer data into action. That means managing our CRM and engagement roadmap, building loyalty and personalization programs, and partnering on our digital product to connect behavioral signals to the moments we reach customers next. You will design the journeys, triggers, and touchpoints that move someone from first purchase to repeat buyer to long-term community member. Most lifecycle roles ask you to manage flows inside a tool someone else configured. This one asks you to own the whole system.

Responsibilities

You will:

• Own the CRM and customer engagement roadmap, setting priorities and driving execution across email, SMS, and on-platform touchpoints
• Build and manage lifecycle programs across onboarding, engagement, re-engagement, and win-back that move customers from first purchase to long-term loyalty
• Partner on our digital product to connect web and mobile web behavioral data to personalized customer experiences
• Develop our loyalty and VIP strategy, creating tiered experiences that reward high-value customers and deepen community belonging
• Translate customer signals and platform activity into targeted segments and triggered programs that drive measurable retention and revenue
• Own retention reporting including repeat purchase rate, LTV, engagement rate, and churn signals, and use that data to drive decisions
• Collaborate with streamers and content teams on timely, personalized moments tied to live events and channel milestones
  
  

Experience & Qualifications

You have:

• 5-8 years in lifecycle, CRM, or retention marketing with ownership of customer journey systems, not just campaign execution
• Experience owning CRM and lifecycle infrastructure end to end, including defining priorities, briefing technical requirements, and working across data and engineering to get things built
• Strong working knowledge of CRM and automation platforms such as Klaviyo, Braze, or Iterable, with the ability to think critically about configuration, not just usage
• Fluency in data: comfortable reading dashboards, building audience briefs, and working with analysts to pull segments and measure outcomes
• Experience building loyalty or personalization programs that go beyond discounts into genuine community value
• Familiarity with web and mobile web event tracking and how behavioral signals feed into CRM and personalization systems
• Strong marketing instincts for copy, timing, tone, and creative briefing across different customer segments
• Comfortable moving fast in a high-growth environment where ownership is broad and priorities shift
  
  

BONUS POINTS

• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you
  
  

How We Work

• Model championship culture: speed, precision, no ego, no drama, high accountability
• High ownership: Leaders here solve, not wait
• No ego: We review, take feedback, fix mistakes fast
• Speed judgment: You ship constantly
• AI-first: If it can be automated, you automate it
• In-office energy: Culture doesn’t build itself on Zoom
  
  

Compensation Range: $130K - $150K