Manager, Lifecycle Marketing

THE MANAGER, LIFECYCLE MARKETING WILL….

Lead all things that enhance a customer’s journey from acquisition to retention, ultimately supporting the growth of the SAXX customer base. Primary responsibilities include oversight of email/sms program, customer analysis, SAXX loyalty program and site storytelling.

You will lead the strategy and execution of our email/sms team with a focus on automations and merchandising, work hand in hand with the Digital Performance Marketing Manager to maximize growth and retention across digital touchpoints and manage the customer journey roadmap to ensure a cohesive customer experience. You will cross-functionally coordinate with eCommerce, brand, operations and inventory teams. You are full of ideas, creative, data-driven, have a growth mindset and love digging in to learn more about our customers.

RESPONSIBILITIES INCLUDE: 

Customer Journey:

• Lead strategy of the customer journey for each touchpoint across the marketing funnel.
• Own content planning and briefing to creative teams across homepage, landing pages, and email/sms campaigns/automations to ensure storytelling across digital channels is cohesive.
• Define key customer cohorts to drive growth and retention through segmentation and journey mapping to deliver personalized experiences.
• Own the cross-sell, upsell and replenishment experience at the retention stage in core channels (email/sms/loyalty) to support growth with a focus on strategic product categories.
• Define, track and improve key metrics (LTV, new customer rate, retention rate, cross-sell/upsell rates, repeat purchase rate) to evaluate performance and define areas of opportunity.
• Work alongside the Digital Performance Marketing Manager and eCommerce team to support website merchandising based on the ideal customer journeys you have defined.
• Own the Loyalty program with support of the Director, Digital Marketing and Director, Ecommerce, including: Strategy, experience, benefits, growth plans and evolution to support the retention efforts for SAXX.

Email & SMS Oversight:

• Oversee email automation and omnichannel customer journeys by working closely with the email/sms Specialist focusing on retention, cross-sell and upsell to maximize sales.
• Oversee ongoing email/sms campaign strategy with support of email/SMS specialist based on seasonal and commercial priorities.
• Oversee email/sms segmentation strategy and cohort measurement including: First time, lapsed, VIPs, retention risk and more.
• Oversee A/B testing strategy across campaigns and automations including: Subject lines, send times, content, offers and product merchandising.
• Management of website pop-up strategy via Klaviyo including A/B testing, reporting, and content balancing list growth and on-site customer experience.
• Own list growth within the program and support cross-functional teams e.g. retail to improve data capture in offline activities.
• Support the email/sms specialist with reporting and briefing as needed.
• Collaborate with creative teams to develop compelling messaging and visuals that align with the brand voice.

Business Leadership:

• Own reporting for your core KPIs by leveraging tools at your disposal (E.g. Shopify, Klaviyo, GA4) in partnership with the Director, Digital Marketing
• Own relationships with Vendors (E.g. Klaviyo, loyalty partners)
• Build scalable lifecycle programs with short and long term efficiency in mind
• Work alongside Managers and the Senior Leadership Team to effectively drive revenue growth and hit strategic business goals
• Lead, manage and motivate your direct team (1-2 people) to continued success
• Works on other duties and support other teams as assigned. This is an ever-evolving role and adaptability will be the key to success

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree or diploma in eCommerce/Marketing or related field; or equivalent years of combined education & experience
• Minimum 5 years experience at a direct-to-consumer brand with a focus on customer journey and retention
• Minimum 3 years experience within ESP such as Klaviyo  
• Strong understanding of customer journey, and critical inflection points throughout the path to purchase
• Ability to problem solve and seek out solutions in an ambiguous environment
• Results-oriented and process driven, with high expectations of self and team
• Ability to analyze, report and find the ‘so-what’ within data– you love how data forms decisions
• Excellent communication skills (oral and written)
• Experience in defining & managing KPI’s
• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects

Don’t meet every single requirement?  Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every qualification.  At SAXX we are dedicated to building a diverse, inclusive and authentic workplace community, so if you’re excited about this role, but your past doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.  You might just be the right candidate for this or other roles.

WHY WE THINK YOU’LL LOVE WORKING WITH US

• We offer equitable salaries, a comprehensive benefits package including health, dental, and vision coverage to support your wellbeing.
• Get additional health care support through a virtual health care platform and an Employee and Family Assistance Program.
• Participate in a profit-sharing retirement savings program.
• 3 weeks paid vacation.
• Hybrid working environment.
• Four paid days off are dedicated for you to volunteer in your community and to support causes that matter to you most.
• Have your birthday off to celebrate in style.
• Free products? Yes, please! Every SAXX employee receives an annual $600 credit to treat themselves and the people in their life to our premium products.
• Hang out with the cute and cuddly dogs in our office (Woof!)
• Stay fueled with healthy snacks, coffee, and tea.
• Be part of a team of incredibly talented, passionate, and empowered people focused on building and innovating.
• Make an impact with your work—each person has an equal opportunity to contribute to our goals.
• Join one of the fastest-growing companies and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!

TO APPLY…

Please forward your resume and quote Manager, Lifecycle Marketing in the subject line. No phone calls please. We appreciate your interest in the role, however; only successful applicants will be contacted for an interview. Thank you for your interest in a career with SAXX.

Please keep tabs on your junk/spam folders. Our emails may end up there and we want to make sure we have the opportunity to connect with you!