Digital Retention Marketing Manager

At Health & Happiness, our vision is focused on premium nutrition and lifetime wellness; to inspire and achieve this vision we bring together seven international brands as we strive to make people around the world healthier and happier. We have established market positions in more than 15 countries in Asia-Pacific, Europe, North America and Oceania with more than 3,400 employees working across the globe. We are excited about our future as we expand these premium, proven and aspirational brands to new markets, greeting consumers in all life stages.

What this means for you

The variety of work creates unlimited opportunities to excel across a breadth of disciplines; you will be presented with a wealth of new pathways and opportunities to explore throughout your career. Working with us will be more than just a job; we guarantee a life-changing experience as you step into an environment that moves quickly and presents new challenges daily.

Our success as an organization is directly attributed to the health and happiness of our team. As a new team member, you will be empowered to positively contribute to our high-impact culture and be supported in bringing your whole self to work.

Your role within the team

Reporting into the Head of DTC, the Retention Marketing Manager will be responsible for driving growth by managing all aspects of customer lifecycle for Pet Nutritional Care brands at H&H Group.

The ideal candidate will have a strong understanding of the CRM landscape and prior experience in leading CRM campaigns, subscription and loyalty programs to drive customer engagement and lifetime value.

Duties and responsibilities

• Lead all the retention initiatives across the customer journey — from strategy to execution of email, push, and SMS marketing campaigns, loyalty programs, and subscription programs.

• Manage CRM campaigns end-to-end, including targeting, segmentation, set-up, development, testing, execution, reporting and optimization.

• Create and manage personalized modules and campaign automations to drive a personalized and contextual experiences to increase customer retention and increase lifetime value.

• Implement best practices and tactics across the website and CRM channels to grow and nurture the customer database.

• Drive continuous improvement across email KPIs including deliverability, engagement rates, conversion rates, opt-out rates, and revenue.

• Responsible for the strategic and operational management of Zesty Paws' subscription program, focusing on subscriber acquisition, retention, and lifecycle management to drive recurring revenue and enhance customer loyalty.

• Manage the development and execution of Zesty Paws' loyalty and referral programs, focusing on customer incentives and rewards to boost engagement and referrals.

• Collaborate with data and analytics teams to build necessary models enabling precise KPI measurement for business stakeholders.

• Maintain a relentless focus on creative testing (e.g., images, copy, CTAs), establishing a feedback loop to optimize results.

• Manage reporting requests and ongoing analyses for campaign performance, key insights, and strategic learnings.

Desired Skills and Experience

• 4+ years of email marketing expertise, encompassing campaign strategy, messaging, segmentation, lifecycle optimization, email development and A/B or multivariate testing.

• Proficiency in HTML is highly preferred, as the role involves designing and managing email campaigns and customizing CRM interfaces to enhance customer engagement and communication effectiveness

• Strong analytical and problem-solving skills

• Strong technical acumen and a foundational understanding of CRM and email tools and systems.

• Previous involvement in subscription-based businesses or those with diverse revenue streams (new and returning) is highly advantageous.

• Exceptional oral and written communication skills.

As an equal opportunity employer, H&H Group believes in the benefits of a diverse and inclusive workplace and aims to reflect the varied cultures within which we exist. We are committed to providing a working environment that is free from discrimination and harassment.