Associate Manager - Retention Marketing

Role Overview

As an Associate Manager focused on Customer Lifecycle Management (CLM), you will craft and implement strategies aimed at enhancing customer acquisition, retention, loyalty, and conversion across various brands and categories, including both Luxe and non-Luxe segments. This position demands strong analytical capabilities, collaboration across various departments, and the ability to convert customer data into impactful business results.

Key Responsibilities

• Design and deploy CLM programs at the brand or category level that utilize Sampling, Gift With Purchase (GWP), and Try & Buy campaigns to drive customer acquisition, maintain retention, and grow loyalty.
• Create and maintain comprehensive Sampling Standard Operating Procedures (SOPs) focused on efficient distribution, tracking, and conversion for Luxe and non-Luxe brand portfolios.
• Collaborate with brand teams to develop end-to-end customer journey maps ensuring personalized and coherent consumer experiences.
• Leverage customer segmentation, cohort analyses, and lifecycle triggers to uncover growth opportunities and activate key levers.
• Evaluate and enhance sampling program effectiveness to raise conversion rates, repeat purchasing, and Customer Lifetime Value (CLTV).
• Utilize data from sampling conversions, cohort insights, and retargeting tactics to generate actionable marketing intelligence.
• Monitor and report campaign Return on Investment (ROI), identifying areas to improve targeted efforts and scale successful initiatives.
• Contribute to increasing marketing revenue by demonstrating the value of CLM-driven campaigns to brand partners.
• Coordinate closely with Brand Managers, Key Account Managers, Marketing, Analytics, Site, and Product teams to ensure alignment of CLM activities with corporate objectives and timelines.
• Serve as a vital communication bridge between internal departments and external brand stakeholders to co-develop effective CLM programs.
• Oversee the timely delivery and ongoing oversight of all CLM initiatives through cross-functional collaboration.
• Drive continuous improvements to sampling and lifecycle marketing workflows to enhance operational efficiency and scalability.
• Keep abreast of the latest lifecycle marketing trends, customer engagement strategies, and loyalty innovations.
• Innovate by experimenting with cutting-edge engagement tactics such as gamification and targeted loyalty mechanics.

Qualifications and Skills

• Between 5 and 8 years of professional experience in Customer Lifecycle Management, CRM, Retention Marketing, or Brand Marketing roles.
• Solid understanding of sampling techniques, loyalty programs, and customer acquisition funnels.
• Strong analytical skills with proficiency in Excel, SQL, Tableau, Google Analytics, or related analytical tools.
• Experienced in handling large datasets to extract meaningful and actionable insights.
• Excellent project and stakeholder management abilities combined with strong communication skills.
• Desirable experience working in e-commerce, retail, or the beauty and fashion sectors.