Senior Manager Retention & Lifecycle Marketing

Overview

The Senior Manager, Retention & Lifecycle Marketing, reporting to the Director of eCommerce, builds the most ambitious subscription and loyalty program in the supplement category. Subscription and loyalty are not repeat purchase mechanics, they are how Onnit recognizes the people who live this brand, train every day, take the work seriously, and choose us as part of how they show up. The mission is to turn customers into members, members into community, and community into a moat no competitor can copy.

This role lives at the intersection of brand and revenue. Subscriber take-up, churn, and LTV all matter. They are the consequence of doing the deeper work right.

What You Own

• Subscription program performance, including take-up rate, churn, MRR, and 12-month subscriber LTV reported weekly
• Lifecycle email and SMS via Klaviyo, end to end
• Onnit Tribe loyalty program execution, in partnership with the platform team, on track for Q3 soft launch
• Cancel flow, retention offers, win-back, and reactivation programs, with regular diagnostic of what is and isn't working
• Subscriber unboxing, milestone moments, and the rituals that make membership feel earned
• The connection point between brand, community, ambassadors, and the people who buy
• Cross-functional partnership with paid, brand, creative, customer service, and finance

Required Experience

• 4 to 6 years in retention, lifecycle, CRM, subscription, or community marketing
• At least 3 years at a digitally native DTC brand with a meaningful subscription business
• Hands-on operator in Klaviyo (flows, segmentation, deliverability, attribution)
• Direct experience with subscription platforms (Ordergroove, Recharge, Skio, or similar)
• Loyalty program build or operation experience (RIVO, Smile, Yotpo, or similar) is a plus
• Track record of measurable subscriber retention or LTV improvement, with the cohort data to prove it

Required Skills

• Builds flows, writes briefs, and segments audiences without handing it off
• Reads cohort retention and churn curves with confidence
• Designs milestone, gifting, and tier economics that hold up to unit-economic scrutiny
• Translates brand voice into lifecycle without losing either
• Communicates retention performance in numbers when it counts and stories when it matters
• Spends time inside the community, the ambassador program, and the customer service inbox before recommending anything large

What We Need You To Understand

• The Onnit customer is not a casual supplement buyer. They train, they read, they push themselves, and they pick brands that respect that
• Subscription is a commitment customers make to themselves through us. The job is to honor it
• Loyalty is recognition for living the work, not points for placing orders
• Fitness, performance, recovery, mental clarity, and human optimization are not adjacent to the role. They are the role

How We Work

• Customer obsessed, data first, iterative testing as the default
• Brand and performance treated as one job, not two
• Direct communication and short feedback loops
• Open to being wrong when the data says so