lifecycle (Email) marketing manager
Our Company
Since our launch in 2017, Uqora has helped over 500,000 people get proactive with their health & wellbeing. We're committed to creating exceptional products while building a vibrant, collaborative community of customers. Our base in San Diego, CA, offers an entrepreneurial atmosphere where innovation thrives.
As a subsidiary of Pharmavite, LLC—makers of Nature Made, the #1 national vitamin and supplement brand—you'll enjoy the best of both worlds. At Uqora, you’ll work in a start-up environment, developing new ideas and fostering creativity. At the same time, you'll benefit from Pharmavite's extensive resources and support, with a shared mission of bringing health to life through consumer-driven innovation and high-quality products.
The Role
Uqora seeks a Lifecycle Marketing Manager specializing in email and SMS to lead our customer journey and maximize consumer outcomes. As our internal champion for the consumer journey, you will develop and implement retention and loyalty strategies across various touchpoints, including email, SMS, and more. Your goal is to create memorable customer experiences that foster brand affinity and increase customer lifetime value.
Key Responsibilities
Understand the various stages of the customer journey and create personalized communications across email, SMS, and other channels. Develop strategies that promote customer retention and loyalty.
Translate business goals into effective retention strategies. Own all automated customer communications, newsletter, lifecycle marketing campaigns, and retention metrics, and A/B testing strategy. Consistently and proactively come up with retention strategies in lifecycle marketing to improve: customer LTV, gross customer sales, repeat rates, AOVs, 1st month subscription rates, bundle purchase rates, and more
Develop and implement all customer lifecycle marketing efforts including: communication planning, configuration, QA, deployment, reporting and optimizations.
Develop and manage key lifecycle marketing KPIs and dashboards. Leverage Looker and our marketing platform tools to understand consumer behavior and identify areas for improvement. Report out proactively on lifecycle marketing performance.
Manage customer discovery efforts via surveys, call down interviews, and focus groups. While you will provide extra focus on the new customer cohorts acquired each month and cohorts exposed to our new products to improve on the customer experience across email, sms and our post-purchase buyer survey with a dynamic questionnaire used to continuously provide us insights and improve our business
Own SMS automations, and partner with the customer success team to understand the impact of communications and Customer Success Team interactions on retention and optimize the customer experience.
Be the key account manager and hands on expert for our retention marketing tech partners including: Klaviyo, Attentive, Churnbuster, and ARPU. Have shared account management with the Head of Customer Experience for Gorgias. Have shared account management with Recharge and Wonderment with the Website Manager. Escalate, prioritize and manage consumer facing issues with partners and internal teams as they may arise with urgency, always putting the customer experience and retention performance first. Keep internal teams abreast of issues, impacts, and resolution.
Collaborate with customer success, content, retail, and acquisition teams to align marketing efforts with consumer insights. Work with the brand team to ensure consistency with Uqora's style guides.
Stay up-to-date on lifecycle and retention marketing best practices through research, networking, and industry events. Research and implement retention enhancements to our retention strategy
Key KPIs: Repeat purchase rate, customer LTV, churn rate
Qualifications:
Bachelor’s degree in Marketing or a related field and 3-5 years of digital or email marketing experience for a retail business with track record of improving customer retention rates and customer LTV
Experience implementing triggered campaigns and automated lifecycle journeys to drive engagement and retention
Experience managing lifecycle marketing martech partners like Klaviyo and Attentive or other email/SMS marketing platforms.
Knowledge of consumer marketing privacy requirements including CAN-SPAM and CCPA compliance
Relevant eCommerce or direct-to-consumer experience.
Strong analytical skills.
Excellent verbal, written, and interpersonal skills
Bachelor’s degree
Preferred:
Experience at a high-growth start-up ideally in CPG or Health / Wellness, ideally in a subscription based environment.
Additional Requirements:
Flexible hybrid work environment, with in-office presence at our La Jolla, CA office required on Wed-Thurs.
Strong interest in women's health and a belief in Uqora's mission.
Compensation and Benefits:
We are committed to meeting the needs of our employees and their families with a Total Rewards package that's as comprehensive as the vitamins and supplements we deliver to consumers. With competitive compensation programs and standout benefits, we provide employees with optimal health and well-being -- as well as peace of mind. These rewards -- plus our new recognition program -- ensure employees feel supported both at work and home. This package includes:
Annual Pay Range: $102,400- 153,500 per year.
(This represents the minimum and maximum base salary range for this role, plus annual incentive. Various elements are used to determine a candidate’s starting salary such as job experience, specific skills, and comparison to internal incumbents currently in the role. This information is provided to applicants in accordance with state and local laws.)
Annual performance bonus
Flexible PTO policy
11 paid holidays per year
Medical, Dental, Vision benefits with generous employer contribution
Health and Dependent Care HSA/FSA
401K with employer match
Pet Insurance
Wellness discounts, programs, and free vitamins and supplements from Equelle, Uqora, and Nature Made
Parental Leave Policy for employees with 1 year+ of service
New Hire office stipend
Training and Development opportunities
Inclusivity at Uqora:
Diversity and inclusion are a priority for us. At Uqora, we’re committed to making our employees and community members feel seen, heard, and valued - while honoring what makes us different. We promise to remain focused on this journey of growth so we can become better advocates for our community, and we’d love for you to join us on that mission!
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to this job.