Lifecycle Marketing Manager

Job Title: Senior Lifecycle Marketing Manager or Lifecycle Marketing Manager 
Location: New York City, NY 
Department: Marketing 
Reports To: Marketing Director 

Overview 

Kate McLeod makes solid body care products that melt nature’s most moisturizing ingredients directly into the skin. At the heart of everything we do is a commitment to creating meaningful, long-term connections with our customers. We’re looking for a strategic, data-driven Lifecycle Marketing Manager to own and optimize the customer experience from the moment they land on our website through to conversion, retention, subscription, and beyond. This person will be responsible for crafting best-in-class, highly personalized customer journeys through web, email, and SMS, ensuring every touchpoint is intentional, engaging, and drives loyalty. 

Who You Are 

You are obsessed with the customer journey and have a deep understanding of how to strategically nurture relationships across various touchpoints. You thrive on data-driven decision-making and have a proven track record of optimizing customer lifecycle strategies. You’re passionate about clean beauty, wellness, and sustainability, and you have a deep understanding of how to cater to different audience segments, adapting messaging and experiences to meet their unique needs and preferences. You’re eager to own and enhance our retention strategy, driving not just transactions, but brand love and long-term engagement. 

Key Responsibilities 

Lifecycle & Retention Marketing 

• Develop and execute a holistic customer lifecycle strategy, ensuring seamless transitions from acquisition to retention and subscription. 
• Own and optimize email and SMS marketing, deploying personalized, behavior-based flows to increase engagement and repeat purchases. 
• Continuously analyze customer data and behavior to refine segmentation, improve retention, and drive LTV (lifetime value). 
• Launch and optimize automated flows, including welcome, abandonment, post-purchase, replenishment, and win-back sequences. 
• Develop loyalty and referral strategies to increase engagement and advocacy. 
• Leverage A/B testing to improve email open rates, click-through rates, and conversion rates. 

Website & Conversion Optimization 

• Partner with the e-commerce agency to enhance the onsite customer journey, ensuring a frictionless, high-converting experience from landing page to checkout. 
• Identify and execute conversion rate optimization (CRO) strategies, including landing page testing, personalized content, and product recommendations
• Work closely with the creative and social media team to ensure that website content aligns with lifecycle goals.

Customer Insights & Data Strategy

• Develop a deep understanding of customer behavior, using data to drive decision-making and refine messaging.
• Monitor and report on key customer KPIs, including churn rate, AOV (average order value), repeat purchase rate, and LTV.
• Partner with the customer service and operations teams to leverage insights from post-purchase surveys, customer service interactions, and subscription data.

Collaboration & Leadership

• Work cross-functionally with marketing, creative, product, and operations teams to ensure a consistent, high-touch customer experience.
• Stay ahead of industry trends, technologies, and customer engagement best practices to continuously evolve our retention strategy.
• Own relationships with email/SMS providers (e.g. Klaviyo) and other key technology partners (e.g. Shopify).

What We’re Looking For

• 5-10 years of experience in lifecycle marketing, retention marketing, or CRM
• Experience in e-commerce DTC required; experience in the beauty industry preferred
• Expertise in email and SMS marketing platforms (Klaviyo, Attentive, Postscript, etc.) and a strong understanding of automation, segmentation, and performance tracking.
• Experience with Shopify Plus, customer analytics tools, and conversion optimization strategies.
• Deep understanding of customer behavior, segmentation, and personalization to create engaging, high-converting experiences.
• A data-driven, strategic thinker who thrives in a fast-paced, collaborative environment.
• Passion for clean beauty, wellness, and sustainability, with a desire to build deep customer relationships and drive brand loyalty.
• #LI-DN1