Marketing Retention Manager $$$$ Offline

Marketing Retention Manager

About the Role

Home Alliance is seeking a data-driven Marketing Retention Manager to maximize customer lifetime value across our business units. You will own the retention strategy and manage all lifecycle channels under Head of Marketing Retention supervision. This includes email, SMS, outbound calls, and targeted campaigns used to drive cross-sell, upsell, referrals, and membership adoption. The role leads a specialized team, builds accurate reports and dashboards, and works cross-functionally to deliver measurable growth.

What You’ll Do

• Own and execute the end-to-end retention strategy across all BUs, aligned to revenue and ROAS targets.
• Manage and optimize input metrics by channel:
  • SMS and email volume, outbound call counts, campaign/offer launches, spend per channel, and conversion rates.
• Deliver against output metrics:
  • Potential leads generated, booked leads, ROAS, and incremental revenue from retention activities.
• Build and scale key programs and campaigns:
  • Win-back/returning customer flows (from BBDM sources: organic, paid, referral), cross-booking and upsell initiatives, referral programs, and membership/loyalty programs.
• Set clear, measurable goals for the retention team linked to both input and output KPIs.
• Lead, coach, and develop a high-performing operational team to consistently hit targets.
• Stand up weekly and monthly reporting cadence with accurate dashboards and insights across all retention metrics.
• Analyze performance at channel/BU/campaign levels, reporting on CPL, conversion efficiency, ROAS, and revenue contribution.
• Drive continuous improvement through experimentation, cohort analysis, segmentation, and journey optimization to increase LTV and conversion.
• Collaborate closely with BU managers, Sales, Call Center, and Marketing peers to align initiatives and share learnings.
• Track industry trends and competitor tactics to innovate our retention playbook.

Key Deliverables

• Weekly and monthly retention performance reports covering input and output metrics.
• Live dashboards tracking SMS, email, calls, campaigns, spend, conversions, leads, ROAS, and revenue.
• Campaign calendars, post-campaign reviews, and ROI analyses.
• Referral and membership adoption reports and growth plans.
• Team scorecards and performance reviews aligned to retention goals.

KPIs & Success Metrics

• Volume: SMS sent, emails sent, outbound calls, offers/campaigns launched.
• Efficiency: Spend efficiency and conversion rate by channel/BU/region.
• Pipeline and revenue: Potential and booked leads from retention; revenue from returning customers, upsell, cross-sell, referral, and membership.
• ROAS: Per BU/channel/campaign/project and consolidated retention ROAS.
• Reporting: Timeliness, accuracy, and completeness of dashboards.
• People: Team performance and achievement of retention targets.

What You’ll Bring

• 4+ years in retention/lifecycle/CRM marketing with 3+ years leading teams.
• Proven ownership of multi-channel retention programs (email, SMS, outbound/call center alignment, and campaign management) in high-velocity environments.
• Strong command of performance metrics: ROAS, CPL, CAC/LTV, conversion rate optimization, segmentation, and cohort analysis.
• Hands-on experience with marketing automation, ESP/SMS platforms, CDPs/CRMs, and dashboarding/BI tools.
• Analytical, experiment-driven mindset with the ability to translate insights into action and scale what works.
• Excellent cross-functional communication and stakeholder management skills.
• Experience building loyalty/membership and referral programs is a strong plus.
• Familiarity with service marketplace or multi-BU organizations is a plus.

Tools You May Use

• ESP/SMS: Klaviyo, Iterable, Braze, Attentive (or similar)
• CRM/CDP: Salesforce, HubSpot, Segment (or similar)
• Analytics/BI: Looker, Tableau, Power BI, Google Analytics, Excel/Sheets