Senior Lifecycle / CRM Manager, Thesis

• Strong hands-on experience owning lifecycle marketing, CRM, or retention for a DTC brand
• Deep Klaviyo experience, including flows, campaigns, segmentation, suppression, templates, QA, and reporting
• Strong understanding of email/SMS deliverability, list health, sender reputation, and lifecycle production best practices
• Experience building customer journeys that drive retention, repeat purchase, subscription health, reviews, education, and winback
• Comfort working with retention metrics such as repeat purchase, churn, cohort behavior, LTV, reviews, subscription movement, and flow/campaign contribution
• Ability to move between strategy and execution: you can build the roadmap, write the brief, check the segment, QA the flow, and explain what happened afterward
• Strong project management and documentation habits. You create systems that other people can understand and trust
• Interest in AI-enabled marketing operations, including using AI tools to improve speed, QA, research, production workflows, and operating discipline
• Clear communication, high ownership, and strong judgment about what actually moves retention versus what only creates activity
• Subscription or replenishment-based DTC experience
• Recharge or similar subscription-platform experience

Desirable

• We are hiring a Senior Lifecycle / CRM Manager to own lifecycle marketing across email, SMS, customer journeys, and retention programs. This person will be the day-to-day owner of our lifecycle engine: strategy, execution, testing, reporting, deliverability, and continuous improvement
• This is a hands-on operating role for someone who knows how to build inside Klaviyo, understands DTC retention, and can turn customer behavior into better flows, campaigns, education, and repeat-purchase experiences
• It is also a forward-looking role. We want someone excited to work with AI-enabled systems, documentation, QA workflows, and production tools that make lifecycle marketing faster, cleaner, and more scalable without lowering the quality bar
• Own the lifecycle marketing calendar across email and SMS, including campaigns, automations, segmentation, testing, and reporting
• Build, maintain, and improve Klaviyo flows across post-purchase, replenishment, subscription, education, review generation, cross-sell, winback, and cancellation-save moments
• Translate customer behavior, feedback, purchase patterns, and cancellation reasons into lifecycle tests and journey improvements
• Develop a clear testing roadmap for messaging, offers, timing, audience segments, creative angles, and flow architecture
• Maintain strong deliverability practices, including list hygiene, suppression logic, sender health, template decisions, and QA standards
• Partner with creative, CX, growth, and analytics to improve the customer journey and increase retention
• Use AI-enabled workflows to scale lifecycle production, QA, research, documentation, and campaign/flow iteration
• Build repeatable operating processes so lifecycle work is documented, measurable, and easy to improve over time
• Report on lifecycle performance and bring clear recommendations to weekly retention reviews