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We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,000 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $600 million of revenue annually. Learn more about our brands.
We’re Looking For A: Manager, Retention Marketing
Location: Hybrid (Woodland Hills, CA)
What You’ll Be Doing: The Retention Manager will serve as the strategic and operational lead for all customer retention, lifecycle marketing, and Customer Lifetime Value (LTV) initiatives across our Women’s Health & Beauty brand portfolio. Reporting directly to the Associate Director, Growth Marketing, this role owns the end-to-end post-purchase ecosystem - including email/SMS lifecycle marketing, subscription churn reduction, loyalty/rewards programs, unboxing customer experience, and re-engagement campaigns. The Retention Manager leads a dedicated team to maximize repeat order revenue, increase customer retention rates, and turn first-time buyers into high-LTV repeat customers across all BU brands.
Holistic Retention & LTV Strategy
- Own overall BU retention metrics: 30/90/180/360-Day Cohort LTV, Repurchase Rates, Subscription Churn, Active Subscriber Retention, and Repeat Contribution Margin.
- Develop multi-channel post-purchase retention strategies spanning Email, SMS, Direct Mail, Loyalty/VIP Programs, Custom Inserts, and Customer Portal Experience.
- Lead subscription optimization strategies (e.g., skip/swap features, delivery frequency options, surprise-and-delight perks, and churn prevention flows) to extend active subscriber lifetimes.
- Partner with Associate Director, Offer Managers and Brand Managers to design back-end cross-sell, bounce-back offers, and bundle upgrades that seamlessly build upon front-end acquisition offers.
Lifecycle Marketing & Automated Flow Management
- Oversee and continuously optimize automated lifecycle journeys across Email and SMS (Welcome Series, Post-Purchase Education, Replenishment Reminders, Subscription Onboarding, Win-Back, and VIP Loyalty Tiers).
- Manage the weekly/monthly broadcast campaign calendar for email and SMS across all portfolio brands.
- Direct Email Ops Specialist on campaign build, deployment QA, deliverability health, and inbox placement across ESP platforms.
- Lead A/R Specialist on retention operational workflows, subscription account maintenance, failed payment recovery (dunning), and post-purchase customer touchpoints.
Customer Experience & Cross-Functional Alignment
- Partner with Customer Service to analyze escalation feedback, product return drivers, and churn reasons to build cancel/save and proactive post-purchase educational campaigns.
- Work with Creative to brief direct-response email/SMS copy, video tutorials, usage guides, and post-purchase graphic assets.
- Collaborate with the Associate Director of Digital Experience & Community to integrate user-generated content (UGC), customer reviews, and organic social trends into retention touchpoints.
Analytics & Experimentation
- Conduct rigorous A/B testing across messaging angles, offer structures, delivery timing, channel mix (Email vs. SMS vs. Direct Mail), and landing page layouts.
- Deliver weekly/monthly executive dashboards tracking Repeat Revenue Share, Cohort Payback Metrics, LTV Curves, and Retention Campaign ROI across all brands.
Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):
- Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in beauty/health CPG.
- Strategic leader who balances high-level cohort analysis with hands-on operational oversight of team deliverables.
- Excellent cross-functional collaborator capable of bridging growth metrics with creative, community, and customer service teams.
- Bachelor’s Degree in Marketing, Business, Communications, or a related field (or equivalent practical experience).
- 5+ years of dedicated, hands-on retention, lifecycle, and customer marketing experience within a high-volume direct-to-consumer (DTC) e-commerce environment.
- 2+ years of direct people management experience overseeing specialists, coordinators, or operations leads (managing 2+ FTE direct reports).
- Proven success managing holistic retention initiatives beyond email/SMS, including subscription management, customer loyalty programs, direct mail, and churn reduction strategies.
- Deep working knowledge of enterprise ESPs (Klaviyo), SMS marketing tools (Attentive), and subscription platforms.
- Strong analytical background with a proven track record analyzing cohort economics, LTV curves, subscription churn metrics, and repurchase rates.
- 3+ years of retention strategy specifically within the Health, Beauty, Skincare, or Wellness DTC verticals. (preferred)
- Demonstrated experience managing and scaling retention for a 10,000+ active subscriber base. (preferred)
- Background in direct-response copy frameworking and conversion rate optimization (CRO) for post-purchase upsell pages. (preferred)
- Proficiency with e-commerce analytics and BI platforms (Google Analytics/GA4, Shopify Plus, Looker, etc). (preferred)
- Comprehensive Healthcare Coverage – We cover 100% of premiums for employee-only medical, dental, and vision plans.
- Bonus Opportunities – Earn more with both annual and monthly bonus programs tied to performance.
- Investing in Your Future – We match up to 3.5% of your 401(k) contributions and offer a company-sponsored Employee Stock Ownership Plan (ESOP), helping your retirement savings grow alongside the company. Learn more.
- Work-Life Balance – Start your first year accruing up to 15 days of vacation, plus 6 paid sick and mental health days.
- Well-Being Support – Take advantage of our Employee Assistance Program, company closure dates, free weekly yoga and meditation classes, and expanded mental health benefits—we take a holistic approach to your well-being.
- Career Growth – Grow with us through our mentorship program, continuous learning opportunities, and performance-based pay increases designed to help you advance.
- Make an Impact – Give back through our charity sponsorships. Together, we’ve donated over $9 million to communities worldwide.
- Additional Benefits - Cell/internet reimbursement, free employee products, annual events, and more!
The base salary range is $99,000 - $123,800, plus annual & monthly KPI bonus potential.
The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.
We are an Equal Opportunity Employer and make employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable law. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
A Note to Recruiting Agencies: At Golden Hippo, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Hippo will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.
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Skills Required
- Comprehensive understanding of post-purchase customer psychology, product habituation, and customer lifetime value levers in beauty and health CPG
- Strategic leadership balancing cohort analysis with hands-on operational oversight of team deliverables
- Excellent cross-functional collaboration across growth, creative, community, and customer service teams
- Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent practical experience
- 5+ years of hands-on retention, lifecycle, and customer marketing experience in a high-volume DTC e-commerce environment
- 2+ years of direct people management experience overseeing at least two full-time employees
- Demonstrated experience managing holistic retention initiatives including subscription management, loyalty programs, direct mail, and churn reduction
- Deep working knowledge of Klaviyo, Attentive, and subscription platforms
- Strong analytical background analyzing cohort economics, LTV curves, subscription churn, and repurchase rates
- 3+ years of retention strategy experience in Health, Beauty, Skincare, or Wellness DTC verticals
- Experience managing and scaling retention for a subscriber base of 10,000 or more active subscribers
- Background in direct-response copy frameworking and conversion rate optimization for post-purchase upsell pages
- Proficiency with e-commerce analytics and BI platforms such as Google Analytics or GA4, Shopify Plus, and Looker
What the Team is Saying
Golden Hippo Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is described as 100% employer-paid for employee-only medical, dental, and vision plans, reducing out-of-pocket premiums for individuals. This emphasis on comprehensive core coverage stands out as a major component of the package.
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Retirement Support — A 401(k) match of up to 3.5% is paired with company-provided ownership contributions via an ESOP, adding long-term financial value beyond base pay. These programs position retirement savings and wealth-building as meaningful parts of total rewards.
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Wellbeing & Lifestyle Benefits — Flexible remote/hybrid options, internet and phone reimbursements, free company products, an on-site gym, stocked kitchens, pet-friendly policies, and wellness classes create broad lifestyle support. These extras complement core benefits and are highlighted as regular parts of the workplace experience.
Golden Hippo Insights
What We Do
With over 900 team members across multiple companies dedicated to improving lives, we create best-in-class products that bring health and happiness. Our creative content educates the world on making smarter health choices, while the brands we own generate over $600 million of revenue annually. From brand ideation to ad creation to product fulfillment, the entire process happens in-house.
Why Work With Us
Golden Hippo’s one-of-a-kind company culture is driven by collaboration, innovation, and initiative. The same tenacity and scrappiness that built Golden Hippo in 2011 still drives our culture to this day. We work hard, have fun, and strive to make a lasting impact on everything we do.
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Golden Hippo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
