Email & Lifecycle Marketing Manager

Role Overview

• Own Klaviyo platform architecture, setup, and ongoing optimization
• Develop lifecycle marketing framework, segmentation strategy, and measurement approach
• Build email and SMS template systems aligned with ProCaps brand standards
• Establish list growth and subscriber acquisition programs
• Create lifecycle reporting dashboards and performance tracking processes
• Develop lifecycle governance, testing, and optimization cadence
• Design and optimize customer journeys from first purchase through long-term loyalty
• Build and maintain key automated lifecycle programs: welcome series, browse/cart/checkout abandonment, post-purchase onboarding, product education, replenishment, subscription conversion, win-back, and re-engagement
• Map lifecycle touchpoints and identify opportunities to improve retention and customer experience
• Own lifecycle email and SMS strategy and execution
• Develop campaign calendars aligned with customer lifecycle stages
• Build targeted segmentation and personalization strategies
• Execute structured A/B testing programs to improve engagement, repeat purchase behavior, and LTV
• Ensure all communications reflect ProCaps' educational, founder-led brand voice
• Establish and manage a formal Voice of Customer program
• Collect and analyze customer feedback from surveys, reviews, Customer Care interactions, social listening, and behavioral data
• Maintain customer personas and lifecycle journey maps
• Translate customer insights into actionable recommendations for Marketing, Product, and Customer Care
• Present recurring customer themes and lifecycle findings to cross-functional stakeholders
• Develop retention strategies that increase repeat purchase behavior and customer lifetime value
• Evaluate loyalty and rewards platform options and recommend program structure
• Support loyalty program implementation and measure effectiveness
• Define and monitor lifecycle KPIs including LTV, repeat purchase rate, retention rate, subscription performance, and email/SMS contribution
• Analyze customer cohorts, retention trends, and repeat purchase behavior
• Develop recurring lifecycle performance reporting for marketing leadership
• Partner with DTC & Performance Marketing Manager to align acquisition and retention strategies
• Coordinate with Customer Care to capture feedback and identify experience opportunities
• Work with Creative to develop lifecycle assets consistent with ProCaps brand standards
• Share customer insights with Social Media, Product, and leadership teams

Requirements

• Bachelor's degree in Marketing, Communications, Business, or related field
• 8+ years of lifecycle marketing, CRM, retention, or email marketing experience
• Demonstrated experience building lifecycle programs and automation frameworks from scratch
• Strong hands-on Klaviyo expertise
• Experience with customer segmentation, lifecycle reporting, and retention analysis
• Proven success improving customer engagement and retention metrics
• Excellent written communication skills; ability to write in an educational, credibility-based brand voice
• Strong analytical and problem-solving abilities
• Experience in supplements, wellness, nutraceuticals, or DTC e-commerce (preferred)
• Subscription business experience (preferred)
• Loyalty program implementation or management experience (preferred)
• Voice-of-customer or customer research experience (preferred)
• SMS marketing experience (preferred)
• Experience following platform migrations or greenfield lifecycle launches (preferred)

Benefits

• Salary Range: $90,000
• $110,000 annually, depending on experience and qualifications
• Eligible for a discretionary company-wide bonus
• Top-Tier Medical, Dental & Vision Coverage
• $0 when you qualify for the Wellness Program!
• Paid Time Off, Eight (8) Company Holidays
• 401(k) with Company Match – up to 4.5%
• 100% Company Life Coverage
• 100% Short Term Disability Coverage
• Gym Membership Reimbursement
• Vitamin Allowance + Discounts
• Company-Funded Health Savings Account ($1,600/year)
• Cash Reward Employee Referral Program
• Pet Insurance
• Fantastic work environment that focuses on Safety, Quality, Community, and amazing people. We hire top talent and celebrate the ingenuity and tenacity of our team members and leaders!