Retention Marketing Manager

FIGS is hiring a Retention Marketing Manager to join our team! This role is key to developing personalized, data-driven campaigns that boost channel revenue, purchase frequency and order value, and customer retention. By owning the full lifecycle of customer communication, this role will increase customer lifetime value (LTV) and reduce churn, while optimizing and growing retention strategies.

You will be the expert in analyzing customer data and driving growth throughout each lifecycle stage of a FIGS customer. Reporting directly to our Senior Director of Retention, you will own automated customer journey campaigns across various channels and customer segments, with the goal of improving Repeat Rates and LTV. This role requires a deep understanding of customer behavior, segmentation strategies, and the ability to collaborate effectively with cross-functional teams to enhance technical capabilities within our retention program. The ideal candidate has +5 years of lifecycle strategy and hands-on journey building experience. Candidates should have a passion for marketing automation, problem solving, and working cross-functionally.

What You’ll Be Responsible For:

Customer Data Analysis:

• Analyze customer data to identify trends, preferences, and opportunities for segmentation.
• Utilize insights to develop targeted lifecycle marketing strategies across email, SMS, push, and other owned and paid channels. 

Campaign Development and Execution:

• Develop and execute email, SMS, and push campaigns that are personalized, relevant, and drive stronger repeat rates and lifetime revenue.
• Lead creative briefing, in partnership with internal Brand and Creative teams, for new and existing email series with data-backed recommendations.
• Establish, implement, and optimize A/B testing strategies to drive campaign performance.
• Monitor campaign KPIs and report to key stakeholders on program performance.

Technical Expertise:

• Collaborate with engineering, data and analytics teams to enhance technical capabilities within our program, including but not limited to dynamic product recommendations, promo and offers implementation, and advancing event-based triggers and behavioral segmentation.
• Oversee the implementation of new tools and technologies to support lifecycle marketing efforts.

Cross-Functional Collaboration:

• Work closely with marketing, insights, brand, merchandising, and site teams to ensure alignment of lifecycle marketing campaigns with Retention roadmap objectives.
• Collaborate with creative teams to develop compelling content and messaging for campaigns.

Performance Analysis and Reporting:

• Track and analyze key performance metrics for automated email and SMS campaigns.
• Prepare regular reports and insights to inform decision-making and optimize future campaigns.

Who You Are:

• Minimum 5+ years of experience in CRM and retention marketing, with a proven track record of driving customer engagement and loyalty.
• Strong analytical skills and ability to interpret and act on data insights. 
• Hands-on experience with building out customer journeys in CRM platforms, Iterable (Email) and Attentive (SMS) preferred
• End-to-end understanding of automated campaigns (e.g. data infrastructure, targeting logic, campaign creation)
• Proven ability to lead end-to-end creative briefing for email automations
• Highly organized with the ability to manage multiple projects and priorities simultaneously
• Knowledge of HTML, CSS, and design principles for email marketing
• Working knowledge of SQL, and dynamic scripting languages preferred 
• A team player with excellent communication and collaboration skills.

FIGS Compensation and Benefits

Pay Range

• At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $110,000 and $130,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. 

Additional Compensation and Benefits 

• Equity: All FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  
• Annual bonus: This position is eligible to participate in the FIGS annual bonus program

• Other compensation and benefits offered include: 
• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance  
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

*Benefits eligibility is determined by hour requirements and length of service 

A little bit about us…

FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand.

Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.