Retention Marketing Manager

RETENTION MARKETING MANAGER (LIFECYCLE, SEGMENTATION \& ANALYTICS)

ABOUT FLEUR DU MAL

Fleur du Mal is a luxury lingerie, ready-to-wear brand founded by Jennifer Zuccarini in 2012\. Its name, derived from the title of a collection of poems by Charles Baudelaire, speaks to the unique duality of its spirit.

Fleur du Mal takes a fashion approach to lingerie and applies a lingerie language to fashion. Its products are delicate and sophisticated, using luxury fabrics like French Leavers lace and bespoke embroideries crafted by world-class artisans.

Zuccarini is constantly thinking about the emotion attached to lingerie, and her goal is to create products that make women of all ages and sizes feel their best while getting dressed and undressed. She understands that if a woman feels powerful and seductive in her undergarments, it can transform the way she moves through the world.

ABOUT THE ROLE

Lead Fleur du Mal’s retention growth engine across email and SMS through advanced segmentation, lifecycle architecture, personalization, testing, and measurement. This is a quantitative role focused on building scalable systems that increase repeat rate, AOV, and LTV, while decreasing churn and protecting brand experience and deliverability.

KEY RESPONSIBILITIES

Lifecycle strategy \+ automation architecture

• Lead end-to-end lifecycle programs: welcome/activation, browse/cart/checkout abandon, post-purchase, cross-sell, replenishment, VIP, winback.

• Define customer-state logic (new/active/lapsing/lapsed/VIP) and trigger frameworks.

• Set channel governance: cadence, frequency caps, suppression logic, and contact strategy.

Advanced segmentation \+ personalization

• Build segmentation models: RFM, cohorts, category affinity, discount dependency, engagement, predicted LTV propensity.

• Deploy personalization: dynamic modules, product recommendations, send-time optimization, channel preference.

• Create segment playbooks and messaging strategy inputs for Creative/Merchandising partners.

Loyalty Program management:

• Operationalize loyalty across lifecycle: integrate loyalty status, and tier progression into segmentation, automation, and personalization (e.g., tier-triggered journeys, points-expiry flows, VIP concierge moments, winback offers tied to loyalty value).

• Measure and optimize loyalty performance: track incremental lift vs non-members (repeat rate, frequency, AOV, LTV, redemption rate, breakage, cost per retained customer), run A/B tests on benefits and messaging, and manage vendor/tool performance if applicable.

Analytics, experimentation, and incrementality

• Own KPI framework and reporting: repeat purchase rate, retention rate, time-to-2nd purchase, incremental revenue, contribution margin impact, LTV lift.

• Build and run an experimentation roadmap (A/B, holdouts where feasible); operationalize learnings.

• Produce decision-grade insights (what changes, what scales, what stops).

Deliverability \+ list health \+ compliance

• Own deliverability strategy, list hygiene, complaint/unsubscribe management, and consent compliance (especially SMS/TCPA).

• Protect customer experience through fatigue management and preference strategy.

Data \+ systems rigor

• Partner with Data/Engineering to ensure event tracking and identity resolution are accurate.

• Own retention tech roadmap (ESP/SMS/CDP capabilities, audience sync, automation tooling).

Success metrics

• Repeat purchase rate, retention rate, churn reduction

• Automated lifecycle revenue \+ incremental lift (not just attributed)

• LTV and contribution margin lift

• Experiment velocity \+ measurable winners adopted

• Deliverability health, unsubscribe/complaint rates, list quality

QUALIFICATIONS

• 7\+ years retention/lifecycle ownership with strong analytics depth

• Demonstrated advanced segmentation \+ automation design at scale

• Strong measurement discipline and comfort partnering with Data/Engineering

• Hands-on expertise in ESP/SMS platforms (Attentive and Klaviyo a plus) and CRM analytics

SALARY // $120,000\+ BOE (based-on-experience)

NYC BASED // IN-OFFICE MON-FRI

HEALTH INSURANCE, 401K, FSA, EMPLOYEE DISCOUNT