Director of Customer Lifecycle & Retention Marketing

HumanN is hiring, and we're looking for a self-motivated and agile Director of Customer Lifecycle & Retention Marketing to lead our Customer Lifecycle and overall Retention strategy. This role is essential to deepening our understanding of our customers and establishing a personalized journey that drives engagement, increases customer satisfaction and increases the Lifetime value of each customer. We are looking for a team player who is customer-obsessed, analytical, data driven, have a strong understanding of CRM marketing technologies, and is relentless about raising the bar.

The right candidate has:

• A proven playbook of customer lifecycle, and retention strategies that have improved LTV's in a business similar to HumanN

• Developed and implement marketing programs that leverage data and insights to increase customer product adoption, utilization, retention, and growth

• Deep understanding of the different retention marketing channels (Email, SMS, Direct Mail, Subscription) and understands how to make each of them work together in the most cohesive and profitable way.

• Experience with using the latest marketing technologies to drive customer engagement, personalization and atomization

• Experience with strategies to capture key customer data and the ability to analyze that data to identify key drivers, mechanics and associated dependencies for driving engagement, product adoption, retention, and cross-sell.

• Experience with creating pricing strategies and discounting strategies that drive customer LTV

• The ability to work independently with little supervision in fast paced environment with multiple high priority initiatives

• Strong understanding of most impactful Retention KPI's and how to use to effectively measure results and pivot strategy

• The ability to effectively translate analytics into clear insights and actionable retention strategies

Responsibilities:

• Lead the development, execution and ongoing enhancements of HumanN's customer Lifecycle & personalized journeys

• Project manage and deliver campaigns built with complex personalized logic delivered through behavior-based triggers to meet customers where they are and take them further

• Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive result

• Proven tactics to maximize customer repurchase, cross selling and early new product adoption

• Deploy strategies to increase list size and reduce list churn rates

• Increase subscription take rates and reduce subscriber churn

• Develop strategies to drive brand loyalty and continuously improve customer engagement

• Manage all retention marketing channels including Email, SMS, Direct Mail and Subscription to align to the defined customer journey and targets customers in the way that produces strongest ROI.

• Partner with Creative team to drive the development of communications, content, and other marketing assets to nurture customer relationships

• Forecast results through the implementation of KPI's that align to the success of the lifecycle strategy

• Articulate strategy and communicate results to key stakeholders

• Lead the strategy and hands-on execution of HumanN's retention efforts to engage / re-engage customers and drive multi-product adoption in order to maximize customer lifetime value.

• Own retention goals and revenue forecast. Your success will be measured in growing customer repurchase rates, LTV, cross-sell rates and reducing churn.

• You will especially pay attention to our subscription program, which is our key driver of LTV. You will constantly think about how we can provide more value to our subscribers and what we can do to make them stay longer on our subscription. You will seek to optimize every single factor that plays a role in our subscription program, including but not limited to cancel save tactics at our call centers and website, subscription opt-in offers, credit card dunning, online account management, subscription benefits, etc.

• Oversee our pricing and promotional strategy to maximize return on customer acquisition cost.

• Work with teams cross functionally to foster quality customer experiences and reduce friction points.

• You will have a lot of teams to collaborate with on your mission to grow customer lifetime value, including analytics, finance, creative, copy, product, supply chain, web development, customer service, call center/customer service, email, SMS, direct mail, etc.

• You will also champion the development and launch of our first customer referral and customer loyalty program.

Required Skills

• 10+ years of managing the customer lifecycle strategy or customer success experience for a similar omnichannel company

• 5+ years of people management experience

• Experience maximizing results of subscription-based programs

• Experience working with CRM technologies, in database marketing, customer segmentation and customer lifecycle management.

• The ability to harness quantitative and qualitative learnings to create a strategy that drives growth.

• Experience developing profitable retention marketing programs and exceeding performance and revenue targets

• Understanding of essential performance drivers and experience turning insights into successful tactics

• Passion for customer experience and increasing the value of customers

• Experience leading cross-functional teams, work quickly and pull off the seemingly impossible.

• Experience with referral and loyalty programs

• Willingness to adapt to change, roll-up sleeves and dig-in.

• Growth mentality with a strong courage to be the best in your field

Benefits:

At Humann, we believe top talent should be rewarded. Some of the benefits we offer our employees include:

• Health/Dental/Vision/Life Insurance
• 401k Retirement Plan with company match
• Paid parental leave
• Quarterly stipend for our supplements
• Unlimited PTO
• Hybrid/remote working model

HumanN, an industry leader in functional food and nutritional supplements for whole body health, is built on research, discovery and science-backed innovation. We are the #1 Doctor & Pharmacist Recommended Beet Brand for Heart Health Support. We are the #1 Trusted Beet Brand for Athletic Performance by Sports Registered Dietitians. We are trusted by over 120 professional and collegiate teams. The scientific collaboration between HumanN's scientists and third-party research teams, has led to the development of a portfolio of best-selling, nutrition-based products, including SuperBeets (with over 61,000 5-star ratings and reviews on Amazon), Neo40, SuperBeets Sport, and Memory + Focus.

HumanN has been ranked as one of the fastest growing private companies in America for ten consecutive years. The Inc. 5,000 list annually ranks the fastest growing companies in America, showcasing the country's most successful independent entrepreneurs.

At HumanN, we believe.... it takes COURAGE to do our life's greatest work.

We believe that our GROWTH never ends.

We believe that to thrive we must ADAPT.

We believe in the power of HUMANITY.

HumanN is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.