Retention Manager

About Trafilea Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth. : Work across multiple brands, leverage data-driven strategies, and drive rapid growth in a dynamic remote work environment. We have 3 business lines with brands based on digital marketing & growth strategies. Our intimate apparel Brands: Shapermint, Truekind and Shapermint Essentials, Our beauty Brands: Revel Beauty and Spa Dr. Our content and subscription Brand: The BodCon. Role’s Mission At Trafilea, we believe retention isn’t just a metric—it’s the heartbeat of our brands. In the fast-evolving world of beauty, loyalty is earned through unforgettable experiences, meaningful connections, and personalized value at every touchpoint. Our mission is clear: to transform every purchase into a long-term relationship and every customer into a true brand advocate. As Retention Sr. Manager – Beauty Brands , you’ll lead the charge in turning one-time shoppers into lifelong fans of Revel Beauty and The Spa Dr. . You’ll be the architect behind innovative, data-fueled retention strategies that drive subscription growth, reduce churn, and boost customer lifetime value (LTV)—all while delivering real beauty, real results, and real connection. In this role, you’ll own the full retention ecosystem: from crafting engaging lifecycle journeys and optimizing repurchase rates to scaling loyalty programs powered by AI personalization. You’ll bring ideas to life across Email, SMS, Push Notifications , and emerging channels—making sure every interaction feels tailor-made. Collaborating closely with our Data Science, Creative, and Growth teams, you’ll continuously test, learn, and innovate to stay ahead of the curve and ensure our customers don’t just buy—they belong. If you’re passionate about beauty, data-driven growth, and building brands people love to come back to, this is your opportunity to make a lasting impact and redefine what retention looks like in the beauty industry. Responsibilities Retention Strategy Development: Develop and execute a comprehensive retention strategy tailored to Revel Beauty and The Spa Dr's subscription and e-commerce models. Identify retention opportunities by analyzing customer data, market trends, and competitor insights. Align retention initiatives with each brand’s unique identity and overall business objectives. Customer Segmentation and Personalization: Leverage customer segmentation to design hyper-personalized campaigns, product recommendations, and engagement plans. Develop targeted strategies for different customer cohorts to enhance the subscription experience and build loyalty. Continuously refine and improve personalization efforts based on customer feedback and behavior. Subscription Model Optimization: Analyze the customer lifecycle within the subscription models to identify improvement opportunities for onboarding, engagement, and renewal processes. Design strategies to increase subscription conversion rates and maximize lifetime value. Collaborate with product and marketing teams to test subscription offers, pricing, and incentives. Churn Analysis and Reduction: Monitor subscription churn drivers and design proactive initiatives to mitigate risks. Conduct surveys, analyze feedback, and utilize predictive models to anticipate and address customer dissatisfaction. Design reactivation campaigns to win back lapsed subscribers. Loyalty Program Management: Manage and optimize loyalty programs tailored to the beauty audience, ensuring measurable value for subscribers. Introduce innovative benefits and rewards that resonate with beauty customers to increase engagement and advocacy. Cross-functional Collaboration: Work closely with marketing, product, and customer service teams to ensure a cohesive customer journey across all touchpoints. Provide actionable insights to product teams to improve subscription offerings and customer satisfaction. Data Analysis and Reporting: Utilize advanced analytics tools, AI models, and CRM systems to track and improve key retention metrics. Prepare detailed reports and insights on subscription performance and retention strategies for senior leadership. Team Leadership and Development: Mentor and guide a team of retention specialists, fostering a culture of innovation, collaboration, and continuous learning. Encourage the adoption of AI-driven tools and methodologies within the team. We’re looking for a bold, hands-on leader who thrives in fast-moving environments and is excited to drive real business impact. This is not a role for spectators — we need someone who’s ready to roll up their sleeves, lead by example, and build strong teams while keeping an eye on both the strategy and the details. To be successful in this role, you’ll need: Bachelor's degree in Marketing, Business, Data Science, or related fields; Master’s degree is a plus. Minimum of 3 to 5 years of proven experience in customer retention management , with a strong focus on subscription-based business models and e-commerce. Demonstrated success in building, optimizing, and scaling subscription programs to drive customer retention, reduce churn, and maximize lifetime value. Solid expertise in customer segmentation, lifecycle marketing, loyalty programs, and AI-driven personalization , specifically applied to subscription audiences . Strong analytical skills with the ability to interpret complex customer data, subscription metrics (churn rate, LTV, cohorts), and design data-driven retention strategies. Advanced proficiency in CRM and marketing platforms such as Klaviyo, Salesforce, Looker, and familiarity with subscription management tools . Proven leadership experience managing cross-functional teams (marketing, creative, data, product) to deliver high-impact retention and subscription initiatives . Outstanding project management and organizational skills; able to lead multiple initiatives in a fast-paced, digital-first environment. Strategic and creative thinker, constantly looking for ways to improve subscription engagement, reduce cancellations, and enhance customer experience. Deep understanding of beauty industry trends and consumer behavior is a plus, particularly in relation to subscription products and customer loyalty. #J-18808-Ljbffr