**About Liquid I.V.**

At Liquid I.V., our purpose is to elevate the vitality of people and the planet. An ambitious goal? Yes! But by playing to win, holding the bar higher, championing wellbeing, and always thinking with a pioneering mindset we can go further together to leave a lasting mark.

Our products are stocked in over 80,000 retail doors, including the world’s leading specialty, big box, and online retailers such as Costco, Walmart, Target, Amazon, and many more. In just over 10 years, our growth has been exponential. And as part of Unilever, we’re continuing the expansion of Liquid I.V. into a global brand.

We’re also passionate about cultivating solutions for equitable clean water access, a healthier planet, and thriving communities. We contribute over 1% of our company revenue to our Impact Program through which we provide partnerships and grants to organizations that expand access to clean and abundant water locally and globally. By 2026, our goal is to help ensure access to clean water for 2 million people around the world.

**About our Team:**

We are a world-class team of innovators and passionate changemakers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.

At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.

Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration.

**About the role:**

The Senior Retention Manager will be responsible for driving the vision, strategy, and execution of the company’s retention efforts within its subscription-based eCommerce model. This leader will oversee retention initiatives, ensuring that all customer engagement and loyalty programs align with business goals and enhance customer lifetime value. In this role, the Senior Retention Manager will be accountable for the end-to-end management of retention campaigns, focusing on reducing churn, maximizing LTV, and building customer loyalty. They will partner cross-functionally with web ops, acquisition, marketing, and customer service teams to deliver a seamless, personalized customer experience, leveraging data-driven insights to optimize strategies and achieve measurable results.

This individual will also play a key role in fostering a collaborative team environment, coaching team members, and implementing innovative approaches to retention. They will be responsible for staying up to date on industry trends and integrating best practices to continually improve the customer journey.

**Functions and duties of this role include, but not limited to:**

+ Develop and implement comprehensive retention strategies to maximize customer lifetime value, focusing on growing recurring revenue, increasing purchase frequency and reducing churn.

+ Lead the analysis of customer data and subscription trends, using insights to identify key drivers of retention and opportunities for growth.

+ Design and optimize customer journeys across various touchpoints, including email, SMS, and loyalty programs to increase 1PD and grow the CRM list.

+ Collaborate with cross-functional teams (e.g., web, brand, creative, customer experience) to improve customer retention and ensure a seamless, personalized customer experience.

+ Manage and monitor retention campaigns, from planning and execution to tracking performance metrics like renewal rates, churn rates, and customer satisfaction scores.

+ Ensure integration of Retention strategy across Acquisition and Web to drive high-value customer acquisition and retention across evergreen campaigns and tentpole moments.

+ Leverage data & experimentation agency to conduct A/B testing for continuous refinement of email and SMS programs, including discounts, product features, and further content personalization.

+ Implement win-back strategies to re-engage lapsed customers and drive reactivations.

+ Automate and optimize upsell and cross-sell flows to increase AOV and LTV.

+ Own the customer loyalty program, enhancing its appeal and effectiveness in driving subscriber engagement and repeat purchases.

+ Establish retention KPIs and regularly report to leadership on progress, challenges, and strategic initiatives to meet retention goals.

+ Stay current on industry trends and best practices in subscription retention to ensure innovative and effective approaches are integrated into retention strategies.

**Qualifications:**

+ 5+ years of experience in customer retention or lifecycle marketing within a D2C or subscription-based eCommerce environment.

+ Proven track record in designing and executing retention strategies that drive customer lifetime value and reduce churn.

+ Expertise in customer journey mapping and creating personalized, multi-channel experiences across email, SMS, and loyalty programs.

+ Strong analytical skills with a data-driven approach to identifying trends, understanding customer behavior, and optimizing retention strategies.

+ Hands-on experience managing and reporting on KPIs related to customer retention.

+ Experience with CRM (Klaviyo and Attentive) and loyalty program management, with a focus on customer engagement and repeat purchase strategies.

+ Preferred experience with CDP (Segment) platforms.

+ Proficiency in A/B testing and leveraging customer insights to improve retention efforts and campaign effectiveness.

+ Ability to drive retention strategies cross-functionally with collaboration with acquisition, web ops, marketing, and customer service teams.

+ Excellent communication and leadership skills.

+ Knowledge of industry trends and best practices in subscription retention, with a continuous improvement mindset to integrate innovative approaches into strategies.

**What We Give:**

+ 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).

+ A 401k plan with company match, short and long-term disability coverage.

+ A generous PTO and sick policy that includes 13+ paid annual holidays.

+ Wellness classes (fitness, mental health, nutrition, finance, etc.).

+ An Employee Assistance Program, including membership for guided meditation for all employees.

+ Monthly tech and wellness reimbursement.

+ An infinite supply of Liquid I.V. for endless hydration!

**Work Environment:**

+ Hybrid office environment with flexibility for industry events.

Candidates must be authorized to work in the United States without sponsorship.

The expected salary range for this position is $110,700 - $166,100 annually and is bonus eligible. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.