Senior Manager, Lifecycle, Loyalty + Subscription

Company Description

Dr. Idriss is a board-certified dermatologist dedicated to making skincare and cosmetic procedures clear, approachable, and evidence-based. Through her #PillowtalkDerm persona, she has built a global community of over 3 million “Skin Nerds” who rely on her for myth-busting education and honest guidance. The brand is rooted in transparency, science-backed formulations, and a playful yet rigorous approach to skin health. Team members join a fast-growing, mission-driven company that blends medical expertise, digital content, and product innovation. At Dr. Idriss, complex skin topics are transformed into simple, empowering solutions for people everywhere.

Role Description

Dr. Idriss is looking for a Senior Manager, Lifecycle, Loyalty \& Subscription Growth to build the engine that turns community into commerce, first-time buyers into repeat customers, and repeat customers into subscribers and loyalists.

We have a highly engaged audience and email list, with significant opportunity to convert non-purchasers, grow retention, reduce churn, and increase LTV. This role owns how we activate that audience across email, SMS, loyalty, subscription, and lifecycle marketing.

You will lead CRM strategy, lifecycle revenue, subscription growth, and customer retention, ensuring every touchpoint is useful, brand-right, and commercially effective.

What You’ll Build and Own

• Own strategies to convert our engaged audience and 200K\+ email list into first-time customers.
• Develop robust segmentation strategies that improve relevance, conversion, and customer progression.
• Build lifecycle journeys that educate, activate, and convert customers across the funnel.
• Partner with eCommerce, Performance, and Social to turn audience engagement into revenue.
• Own email and SMS strategy across acquisition, education, launch, replenishment, winback, loyalty, and retention.
• Build high-performing flows that move customers from awareness to first purchase, repeat purchase, subscription, and advocacy.
• Develop retention strategies that deepen customer relationships across products, routines, and franchises.
• Identify opportunities to grow lifecycle revenue across campaigns, flows, triggers, cohorts, and customer moments.
• Own subscription growth strategy across conversion, retention, churn prevention, cancellation reduction, and reactivation.
• Identify churn risks and develop strategies to reduce drop-off.
• Build a loyalty program that goes beyond points through access, exclusives, referrals, recognition, education, and community.
• Use loyalty to increase engagement, repeat purchase, referrals, and long-term customer value.
• Ensure loyalty feels connected to the Dr. Idriss brand, not like a generic rewards program.
• Own the email and SMS calendar across brand, product, launch, education, promotional, loyalty, and subscription moments.
• Balance revenue-driving campaigns with content diversity, clinical education, founder authority, product proof, and community value.
• Turn launches, trends, social moments, press, and customer insights into clear CRM strategies.
• Own CRM, loyalty, subscription, and retention reporting.
• Manage the email/SMS agency, ensuring work is strategic, timely, on-brand, and tied to performance.
• Own Klaviyo standards across segmentation, QA, flow logic, personalization, testing, deliverability, and reporting.
• Manage loyalty and subscription platform partners as needed.

Must Haves

• 3–5\+ years of CRM, lifecycle, retention, or loyalty marketing experience, ideally in DTC beauty, wellness, skincare, or lifestyle.
• Deep Klaviyo experience, including flow strategy, segmentation, campaign buildout, A/B testing, QA, deliverability, and reporting.
• Proven ability to convert large engaged audiences into customers.
• Experience growing repeat purchase, LTV, subscription revenue, loyalty engagement, or retention KPIs.
• Experience managing subscription lifecycle strategy, including churn prevention, winback, save flows, and subscriber growth.
• Strong understanding of lifecycle metrics including list growth, list-to-purchase conversion, first purchase rate, repeat rate, purchase frequency, LTV, churn, retention cohorts, engagement, and revenue per recipient.
• Experience managing external agencies and internal creative workflows.
• Ability to brief, QA, analyze, and build when needed.
• Familiarity with loyalty and subscription platforms such as Yotpo, LoyaltyLion, Smile.io, Recharge, Skio, or similar.
• Strong eye for content, timing, customer psychology, and commercial storytelling.
• Comfortable moving between strategy and execution in a fast-moving environment.

Compensation:

$125,000–$150,000 base salary, commensurate with experience.