Senior Manager, Retention & Loyalty

Job Description

Job Description

At Revlon, we create beauty innovations for everyone that inspire confidence and ignite joy every day.

Breaking beauty boundaries is in our company’s DNA. Since its game-changing launch of the first opaque nail enamel in 1932 (and later, the first long-wear foundation), Revlon has provided consumers with high-quality product innovation, performance, and sophisticated glamour.

Elizabeth Arden made waves as a woman-led beauty company in the 1920s. In 1931, Almay became the original hypoallergenic, fragrance-free beauty brand.

Today, Revlon resiliently continues its legacy as a leading global beauty company. Our diverse portfolio which consists of some of the world’s most iconic brands and product offerings in color cosmetics, skin care, hair color & care, personal care, and fragrances is sold around the world through prestige, professional, mass, and direct-to-consumer retail channels.

These brands include Revlon, Revlon Professional, Elizabeth Arden, Almay, American Crew, CND, Cutex, Mitchum, Sinful Colors, Creme of Nature, Britney Spears, Christina Aguilera, John Varvatos, Juicy Couture, Ed Hardy and more.

We honor our heritage, embrace change, and applaud diversity. We champion our employees and celebrate our consumers.

We are Revlon, together, transforming beauty.

Position Overview :

The DTC Senior Retention Manager will lead email, SMS, loyalty, and direct mail programs / channels to drive customer loyalty, lifetime value, churn prevention, and deliver on sales objectives.

This position will be responsible for activation across the customer data platform and will own & oversee campaign management, lifecycle and retention strategies, manage multiple vendor relationships, and drive performance targets.

This role sits within Sales working collaboratively with Brand Marketing, Creative, Media, Customer Marketing, Planning, Development, IT and Finance.

The DTC Senior Retention Manager will report to the DTC Digital Marketing Director.

Responsibilities will include, but will not be limited to :

• Drive DTC strategy and roadmap for retention, engagement, and loyalty
• Build and optimize automated lifecycle journeys and one-off campaigns across email, SMS, loyalty, and direct mail to increase conversion, engagement, retention, and customer lifetime value
• Lead our points based loyalty program to grow member count, average transaction count, and lifetime value (LTV) from engaged users
• Develop retention marketing campaigns and drive actionable strategies on the customer journey with a focus on 1 : 1 personalization
• Leverage multiple data sources to optimize personalization, segmentation, and audience strategies cross-channel, utilizing the Customer Data Platform (CDP) and Email Service Provider (ESP)
• In partnership with data teams, utilize analytics to drive customer-centric campaigns and first party data collection and activations
• Lead channel acquisition strategies & campaigns to meet and / or exceed growth targets for list size and member count
• Plan budget, forecast, and track spend per channel. Proactively manage budget to meet the desired balance between ROI and spend, working closely with finance and procurement when necessary
• Plan promotional campaigns to increase AOV, reduce churn, improve overall lifetime value (LTV) and therefore support net revenue growth of the business
• Own and oversee campaign briefing process, assets, and project organization to ensure both requirements and delivery dates are clearly communicated, understood, and properly executed

Requirements

• 6+ years of related experience in CRM, loyalty, and email marketing
• A bachelor’s degree in a relevant field and / or experience working with consumer brands
• Experience working with ESP platforms. Knowledge of Klaviyo and Wunderkind a plus
• Experience with personalization platforms such as Movable Ink
• Experience managing a marketing budget cross-channel
• Experience working with internal and external partners across multiple disciplines
• Expert in Google Analytics and has strong excel and reporting skills
• Excellent oral and written communication / presentation skills
• Strategic & financial capabilities; comfortable with tactical execution with data-led decisions
• Superior attention to detail, time management, and follow-through
• Self-starter with the ability to work well independently and in a team environment
• Strong project management abilities (Basecamp, Asana a plus). Highly organized and proven ability to execute projects on time and on budget
• A self-starter who has experience driving brand and financial goals. Ability to work well in a fast-paced, collaborative environment and is detail oriented
• Current authorization to work in the United States on a full-time basis

LI-SB1

The base pay range for this position in New York City is $130,000 - $145,000; however base pay offered may vary depending on skills, experience, job-related knowledge, and location.

Certain positions may also be eligible for short and / or long-term incentives as part of total compensation.

Employees (and their families) are eligible for medical, dental, and vision benefits. Employees are covered by the company-paid basic life insurance policy.

Other benefits offered to employees include but are not limited to the following : long-term disability, supplemental life insurances, flexible spending accounts, critical illness insurance, group legal, identity theft protection, etc.

Employees are also able to enroll in our 401k Retirement Savings Plan.

Employees are also enrolled in our company-paid short-term disability insurance (the benefit commences upon hire and allows for a portion of base salary for up to 26 weeks if you are disabled).

Employees will also receive 3 weeks of vacation, pro-rated based on date of hire for the 1st year of employment and twelve paid holidays throughout the calendar year.

This role is eligible for an annual bonus based on company performance.