Senior Manager Loyalty And Retention

About Medterra:

Founded in 2017, Medterra has transformed from an industry-leading CBD start-up to an entrepreneurial botanical wellness company. As experts in the space, our mission is to empower people to maximize the potential of their mental and physical wellbeing. We combine emerging natural ingredients with scientific advancements to deliver superior solutions that anyone can access with results that everyone will feel.

The Loyalty & Retention Senior Manager will optimize customer experience, maximize lifetime value, and reduce subscriber churn. Responsibilities will include managing and designing the best customer journey, and curating engaging products and content for all Medterra Brands (Medterracbd.com, Venacbd.com, Fivecbd.com). The ideal candidate can conceptualize and deliver customer experiences that delight and take our customers’ relationships to the next level. In this role, you will develop an intimate understanding of our customers’ needs, wants, and pain points through quantitative and qualitative research – and leverage these learnings to optimize the customer journey from beginning to end through our loyalty and retention programs, with a high focus in subscription.

Responsibilities

• Drive effective reporting and analytics, in order to provide recommendations on optimizations within subscription, loyalty and referral programs.
• Work closely with external agencies to ensure programs are working efficiently.
• Engage and nurture leads and subscribers by creating personalized communication strategies across channels such as email, in-app, SMS, and paid media.
• Partner with ecommerce and brand marketing teams to ensure best in class retention strategies across Medterra brands.
• Identify and implement technology that can assist with churn prevention and subscription re-activation.
• Test and iterate programs at key inflection points, such as subscriber onboarding, retention, and win-back.
• Develop and own the overarching lifecycle strategy, with always-on programs and campaigns that improve NPS, increase retention, and increase LTV.
• Craft innovative loyalty programs and subscriber experiences that educate and/or delight our members.

Qualifications

• Proven ability to manage external suppliers and partners and ensure top value and performance for organization
• Ability to pivot and adjust to changes to support business goals
• Strong project management skills with the ability to manage, implement and analyze a wide range of initiatives in a fast-paced environment
• Proven experience with audience segmentation, outlining customer journey’s and omnichannel activation
• 8+ years of experience within loyalty and retention, with expertise in Subscription, open to brand or agency experience, specifically digital marketing experience.
• Experience and proven examples developing programs and driving ROI. Proven track record of achieving KPIs
• Strong interest in using data to derive insights to build a strategy that ultimately solves a business problem
• Creative, analytical and thoughtful thinker – open to testing new ideas and work towards validating results
• Good organizational and interpersonal skills with the ability to disseminate ideas and findings to varying groups/levels of stakeholders
• Experience in online CRM and Campaign Management tools and any other personalized digital tools

At Medterra we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Medterra is proud to be an equal opportunity workplace

Benefits

Competitive Compensation Package including Salary, Bonus, Benefits and Generous 401k Savings Plan with company matching

Unlimited vacation policy that you're encouraged to use, sick time, paid holidays

Paid parental and FMLA leave

Medical, Dental, Vision and Life Insurance

Annual Wellness Allowance which includes Fitness, Groceries, Health, Nutrition, Spa Treatment Reimbursements

100% remote workforce with annual reimbursement for home office technology and equipment

Robust Employee Assistance Program (for you and your loved ones)

Training and Development Programs

Generous Employee Discounts