As the Senior Retention Associate (Lifestyle Marketing), you will play a key role in driving customer retention, repeat purchase behavior, and customer lifetime value across Email, SMS, and Direct Mail. You will lead campaign planning and execution for key lifecycle programs, own the Direct Mail channel, develop audience and testing recommendations, and partner closely with Creative, Brand, Ecommerce, and Analytics teams to continuously optimize the customer experience.
This role reports to the CRM Manager, and works closely with cross-functional partners across Growth Marketing, Brand, Creative, Insights, Digital Product, and Data Engineering.
What You’ll Do- Campaign Planning & Execution
- Partner with the CRM Manager to plan and execute the CRM calendar across Email and SMS channels
- Lead campaign planning and execution, including calendar management, creative briefing, campaign and journey setup, QA, deployment, and performance analysis
- Manage campaign timelines and ensure flawless execution across all retention channels.
- Own day-to-day execution of promotional and non-promotional CRM campaigns
- Direct Mail Ownership
- Own the Direct Mail channel end-to-end, including calendar planning, agency management, execution, reporting, and optimization
- Develop recommendations to improve Direct Mail performance and customer engagement
- Partner with the CRM Manager on channel strategy and testing opportunities
- Audience Strategy & Segmentation
- Build and execute customer audiences across acquisition, retention, reactivation, and loyalty initiatives
- Recommend segmentation opportunities based on customer behavior, lifecycle stage, and engagement trends
- Support the development and execution of personalized customer experiences
- Testing & Optimization
- Identify and recommend testing opportunities across Email, SMS, and Direct Mail
- Execute A/B tests and analyze results to uncover actionable insights
- Partner with the CRM Manager to prioritize learnings and implement optimizations
- Analytics & Reporting
- Own campaign reporting and performance recaps across CRM channels
- Analyze customer, campaign, and channel performance to identify opportunities for growth and retention
- Present insights and recommendations to cross-functional stakeholders
- Cross-Functional Collaboration
- Serve as a key CRM partner to Creative, Brand, Ecommerce, Analytics, and Agency partners
- Lead campaign briefing processes and provide thoughtful creative feedback
- Collaborate on customer journey, landing page, and conversion optimization initiatives
- Project Ownership & Team Support
- Independently manage CRM initiatives and special projects from planning through execution
- Maintain organized processes, documentation, and operational excellence across the CRM program
- Support onboarding and mentorship of interns and new team members
- 3+ years of experience in growth, lifecycle, CRM, or retention marketing
- Experience planning, executing, and analyzing Email, SMS, and/or Direct Mail campaigns
- Strong understanding of customer lifecycle marketing, audience segmentation, and retention strategies
- Proven ability to analyze performance data, identify trends, and translate insights into actionable recommendations
- Experience developing and executing A/B testing strategies to optimize campaign performance
- Hands-on experience with an ESP or CRM platform (Iterable, Postscript, Braze, etc.)
- Experience with Looker, Excel, and other reporting or business intelligence tools preferred
- Strong project management skills with the ability to independently manage multiple initiatives and meet deadlines in a fast-paced environment
- Excellent communication and collaboration skills, with experience working cross-functionally across Marketing, Creative, Ecommerce, Analytics, and Agency partners
- Ability to take initiative, operate with limited supervision, and drive projects from planning through execution
- Experience owning a marketing channel, program, or workstream preferred
- Experience mentoring interns, junior team members, or cross-functional partners is a plus
- Highly organized, detail-oriented, and adaptable to changing business priorities
- Positive, collaborative, and solution-oriented mindset with a willingness to continuously learn and improve
- Bachelor's Degree or equivalent experience preferred
This position will have the opportunity to work predominantly from our Summit, NJ HQ (but will need to be at HQ for key team and cross-functional in-person meetings). To support our business and company culture, we work together in person a minimum of two days per week (Tuesdays and Thursdays) with flexibility to work remotely on other days. Occasional work from our other offices may be required.
The annual base salary range for this role is $56,000 to $80,000. New hires are typically brought in between the minimum and midpoint based on qualifications, internal equity, and the budgeted amount for the role. Base salary is one part of a total rewards package. In addition to your base compensation, you may be eligible to be part of the Company’s annual bonus program with a non-binding Company and individual performance-based target bonus.
This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration).
The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.
What We Offer:- Medical, Dental, Vision, and Life/AD&D insurance
- Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
- Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
- Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount
At Boll & Branch, we don’t make bedding like everyone else. We make it better.
In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:
- Cultivators of the Highest Quality Threads
- Pioneers in 100% Organic Cotton
- Free from Toxins at Every Step
- 100% Traceable from Farm to Finish
- Committed to Fair and Ethical Treatment for All
Boll & Branch has over 250 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom.
Boll & Branch LLC is an equal opportunity employer.
Skills Required
- 3+ years of experience in growth, lifecycle, CRM, or retention marketing
- Experience planning, executing, and analyzing Email, SMS, and/or Direct Mail campaigns
- Hands-on experience with an ESP or CRM platform (Iterable, Postscript, Braze, etc.)
- Proven ability to analyze performance data, identify trends, and translate insights into recommendations
- Experience developing and executing A/B testing strategies to optimize campaign performance
- Strong understanding of customer lifecycle marketing, audience segmentation, and retention strategies
- Strong project management skills and ability to independently manage multiple initiatives and meet deadlines
- Excellent communication and collaboration skills with cross-functional partners
- Ability to take initiative and operate with limited supervision
- Own the Direct Mail channel end-to-end (agency management, execution, reporting, optimization)
- Experience with Looker, Excel, and other reporting or business intelligence tools
- Experience owning a marketing channel, program, or workstream
- Experience mentoring interns or junior team members
- Bachelor's Degree or equivalent experience
- Ability to work in Summit, NJ office a minimum of two days per week
What We Do
Made Different. Sleep Better at Night. At Boll & Branch, we don’t make bedding like everyone else—we make it better. We prioritize thread quality, not thread count. We use the finest 100% organic materials, never compromising. We do things the right way, always caring about the impact we have on people and the world. From day one, we’ve committed to partnering and honoring artisans and farmers who are valued for their knowledge and expertise—we ensure they are paid fairly, they are treated fairly, they work at will, and they are adults. Working for the Boll & Branch Dream Team means you also believe in our ongoing mission and core value of doing right by people and the world. Because of the high standards we hold, we are proud to have been the first-ever Fair Trade Certified™ bedding company when we launched, and remain pioneers of innovation in luxury organic cotton. Our difference makes a difference, so you can sleep better at night.
