Sr. Manager, Retention Strategy

#KeepGrowing with Nutrafol

Come grow with us. We’re a growing company. Everything we do, we do to help people grow into the best version of themselves.

As the pioneers of hair wellness, we create natural, clinically effective solutions for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets the root causes of hair thinning using a patented blend of medical-grade botanicals -- and is recommended by over 3,000 physicians and hair professionals for trusted, reliable results.

We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

About You

Our Customer team is seeking a Customer Strategy and Analytics expert to support our Customer organization with all aspects of marketing and lifecycle strategy, execution and customer analysis. This individual will be tasked to take an active role in projects, to lead key projects, and take ownership of select customer marketing programs.  This includes creating customer testing roadmaps, analyzing and sharing results, and iterating. You’ll take ownership of several aspects of the customer journey by managing referrals, cancellation flows, and upsell/cross-sell strategies across multiple paid and direct channels.  This Senior Manager of Retention Strategy will help Nutrafol further mature our customer experience and capabilities.

Responsibilities

Using multiple data sources and research this role will have a deep understanding of our customers, their behaviors and goals. This role will support all of the business as needed. 

• Using customer data and market research, identify opportunities and strategies in support of goals   

• Translate customer insights into stories and actionable customer journey initiatives

• Partner with the data team to identify reporting needs and develop a consistent cadence 

• Take a leadership role in managing the creation, articulation and execution of Customer hypotheses and testing

• Partner with finance to forecast opportunities and tests 

• Work with cross-functional partners to communicate findings of customer research

• Support the management of technical customer journey and engagement levers.  Segment Journeys, referrals, cancellation flow, media Orchestration, etc.

Requirements

• Bachelor’s degree in Marketing, Computer Science, Mathematics or equivalent

• 7+  years of professional experience within Customer Marketing and Customer Analytics within an ecommerce company; startup and subscription experience preferred

• 2+ years of experience managing a team or direct report 

• Understanding of customer marketing best practices

• Ability to work in data visualization tools 

• Experience in creating and sharing customer analysis

• Expertise in marketing and visual analytics tools (Google Analytics, Adobe Analytics, MixPanel, Tableau, PowerBI, etc.)

• Understanding of testing methodologies (Website and digital A/B/N testing) and analysis

• Ability to organize and manage multiple priorities and projects while making consistent progress and answering business questions and needs

• Ability to manage programs, lead and develop the customer strategy team simultaneously

Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

Salary Range:

$125,000—$140,000 USD

Perks & Benefits

• Fully remote work experience

• Comprehensive medical, dental, and vision package, including FSA program

• 401K with 50% match

• Flexible PTO

• Two company-wide wellness breaks every day

• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub

• Monthly wellness stipend

• Monthly internet stipend

• Monthly cell phone stipend

• Annual learning & development stipend

• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays

• Free meditation app membership (Headspace)

• Free Nutrafol subscription

• Pet insurance and benefit programs

California residents may review our CCPA notice here.