[Hiring] Manager, Lifecycle Marketing @FSAStore.com

Role Description

Health E-commerce is seeking a Manager of Lifecycle Marketing to join our Growth Marketing team. In this role, you will own and optimize our best-in-class CRM and retention program for our e-commerce business, focusing on building out sophisticated automations and personalized triggered communications that engage and convert our customers at every stage of their journey.

As we continue to expand the ways FSA and HSA account holders can use their pre-tax dollars to shop with us, you will play a key role in shaping how we acquire, onboard, retain, and cross-sell customers across our e-commerce platform. This is a highly strategic role that will require close cross-functional partnership with Product, Brand, Growth, Finance, Legal, and Data teams.

We are looking for a customer-obsessed marketer who deeply understands diverse customer personas and how to engage them across channels and moments that matter. You will lead the development and optimization of personalized triggered communications across various touchpoints like email, SMS, loyalty programs, and push notifications, ensuring an exceptional experience at every stage of their customer journey.

You will be accountable for identifying trends and growth opportunities within a CRM database of over 6 million customers, translating insights into scalable lifecycle strategies and campaigns. Above all, you embody the Health-E Commerce mission of making healthcare products accessible, affordable, and easy to understand so people can confidently manage their healthcare benefits wherever they are.

Specific responsibilities:

• Create differentiated customer journeys that build upon our industry-best customer retention.
• Own the strategy and roadmap for lifecycle automations and personalized triggered communications across the customer journey (e.g., welcome flows, browse/cart abandonment, replenishment, win-back, cross-sell/upsell).
• Develop best-in-class CRM strategies on our email, SMS, direct mail, and other customer retention channels; help drive day-to-day execution while developing longer term strategies.
• Employ test-and-learn experimentation (A/B testing, hold-outs) to identify and forecast incrementality and develop key insights about our customers.
• Work with the Data team on everything from regular reports and dashboards to developing and creating customer churn models for a data-first approach to retention.
• Partner with the Growth team to support customer acquisition, onboarding, and activation strategies that maximize customer acquisition cost along with downstream retention.
• Work with Brand to ensure lifecycle communications reflect a cohesive content strategy and consistent brand voice.
• Work with the Finance teams to project overall business impact of new retention strategies.

Qualifications

• Minimum of 3+ years of experience in Retention, CRM, Loyalty, or other related functions.
• Hands-on experience and knowledge of CRM platforms such as Bloomreach, Klayvio, Iterable, or similar tools.
• Previous experience launching customer retention models and understanding macro level strategies to drive customer retention.
• Experience managing loyalty and referral programs for subscription services that drive meaningful impact.
• Comfort working with finance teams on P&L considerations, forecasting, and other financial business metrics.
• Expertise in analytics and experience using BI tools including Looker, Tableau or any other web analytics platforms.
• Familiarity with HTML is a plus, but not required.
• Ability to thrive in a fast-paced ambiguous environment.
• Customer-first mindset and dedication to delivering a best-in-class experience.
• Genuine curiosity about healthcare, telehealth and healthcare benefits.

Benefits

• Compensation: $90,000 - $115,000.
• Discretionary Annual Bonus Eligibility: Up to 15%.
• Medical, Dental, Vision, and 401K with a company match.
• Dependent Care, FSA & HSA accounts.
• Paid Parental & Bonding Leave.
• Flexible PTO & office closure on all major holidays.
• Monthly wellness & internet reimbursements.
• Professional development including certification support & leadership coaching.
• Mental Health resources.
• 100% remote within the United States.
• Must be able to work EST hours.