RETENTION MANAGER – CRM & LOYALTY PROGRAM SPECIALIST

RETENTION MANAGER – CRM & LOYALTY PROGRAM SPECIALIST

Department: Marketing

Reports to: CMO

Location: Remote

Employment Type: Full-Time

ABOUT BIOPTIMIZERS

BIOptimizers is a mission-driven health optimization company that has served over 900,000 clients across 90 countries since 2004. Founded by Wade Lightheart and Matt Gallant from a shared passion to help others achieve optimal health, we're committed to creating best-in-class nutritional formulas backed by cutting-edge science. We invest 200–400% more in our formulations than competitors because we believe there's nothing more expensive than a product that doesn't work.

Working with world-class formulators, PhD scientists, and trusted by top biohackers and health authorities, BIOptimizers continues to evolve and optimize every aspect of health and digestion through premium supplements and solutions.

POSITION OVERVIEW

We're seeking a strategic and execution-focused Retention Manager to transform our customer retention strategy and loyalty program performance. This role combines deep CRM expertise with loyalty program innovation to maximize customer lifetime value, particularly among our highest-value subscribers.

You’ll be responsible for building out and optimizing our email and SMS marketing programs on Salesforce Marketing Cloud through Q1 2026, while simultaneously planning our future migration to Klaviyo and dramatically improving our BioBucks loyalty program into 20%+ redemption rates.

KEY RESPONSIBILITIES

CRM & Email Marketing Management (60%)

• Maximize utilization of Salesforce Marketing Cloud capabilities through Q1 2026, building sophisticated email and SMS marketing programs within our existing contract commitment
• Develop and execute advanced SFMC campaigns using Journey Builder, Email Studio, and Automation Studio to drive retention and customer lifetime value
• Create comprehensive SMS marketing strategies within SFMC's Mobile Studio to complement email campaigns
• Build complex customer journeys and automated sequences for onboarding, cross-sell, upsell, win-back, and retention using SFMC's full capabilities
• Implement advanced segmentation and personalization using SFMC's Audience Builder and Data Extensions
• Prepare strategic migration plan to Klaviyo for post-Q1 2026 transition, including data mapping, feature comparisons, and implementation timeline
• A/B test campaigns, messaging, timing, and customer journeys to optimize performance within SFMC infrastructure
• Manage email deliverability, data management, and compliance using SFMC's native tools and integrations

BioBucks Loyalty Program Transformation (40%)

• Conduct comprehensive audit of current BioBucks program to identify barriers to redemption and engagement
• Redesign program structure, rewards tiers, and redemption mechanisms to achieve 20%+ redemption rates
• Increase program visibility across all customer touchpoints including website, email, SMS, and post-purchase communications
• Develop data-driven strategies to drive program enrollment, engagement, and long-term retention
• Create personalized loyalty experiences that resonate with high-LTV subscribers and health optimization enthusiasts
• Establish KPIs and reporting frameworks to track program performance and ROI
• Collaborate with product, customer success, and marketing teams to integrate loyalty messaging across all channels

REQUIRED QUALIFICATIONS

• 2+ years hands-on experience with Salesforce Marketing Cloud including Journey Builder, Email Studio, Mobile Studio, Automation Studio, and Contact Builder
• 2+ years proven experience with Klaviyo for email and SMS marketing automation (for future migration planning)
• Demonstrated success in building comprehensive email and SMS programs from strategy through execution
• Experience with SFMC integrations, data extensions, and advanced segmentation capabilities
• Demonstrated success in improving loyalty program performance and customer retention metrics
• Strong analytical skills with experience in customer segmentation, cohort analysis, and LTV modeling
• Experience with ecommerce platforms and understanding of customer purchase behavior patterns
• Proficiency in A/B testing methodologies and data-driven decision making
• Knowledge of email deliverability best practices and CAN-SPAM compliance
• Experience with customer data platforms and marketing automation workflows

PREFERRED QUALIFICATIONS

• Background in health, wellness, supplements, or related industries a plus
• Experience with subscription-based business models and recurring revenue optimization
• Familiarity with customer loyalty psychology and behavioral economics
• Knowledge of advanced personalization and dynamic content strategies
• Experience with customer feedback programs and voice-of-customer initiatives
• Understanding of mobile-first marketing strategies and SMS compliance (TCPA)

SUCCESS METRICS

• Successfully build and optimize comprehensive SFMC email and SMS programs
• Develop strategic Klaviyo migration roadmap for Q1 2026 transition
• Increase BioBucks loyalty program redemption rate to 20%+ within 12 months
• Improve email-driven revenue year-over-year
• Increase customer lifetime value among loyalty program participants
• Achieve 95%+ email deliverability rates and drive list growth annually
• Drive 40% improvement in customer retention rates among targeted segments

WHAT WE OFFER

• Opportunity to make a direct impact on hundreds of thousands of health optimization journeys
• Work with a passionate, mission-driven team committed to creating best-in-class products
• Collaborate with world-renowned scientists, formulators, and health experts
• Competitive compensation with performance-based incentives
• Professional development opportunities in cutting-edge marketing technology
• Remote-first culture with flexible working arrangements
• Access to BIOptimizers products for personal health optimization

Ready to help us optimize customer relationships and transform lives through better retention strategies?

Apply now and become part of the BIOptimizers mission to help people achieve optimal health and vitality.