Retention Manager

About THG 

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition. 

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition. 

From Manchester to New York, we’re powered by a team of over 2500 people who work together, lead by example, and think BIG.  

With us, you’ll go further, faster. What are you waiting for? 

Life at THG Beauty 

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader. 

Why be a Senior Manager, Retention at THG Beauty? 

Biossance is a pioneering clean beauty brand built on biotechnology, efficacy, and sustainability. Powered by sugarcane-derived squalane and cutting-edge science, Biossance delivers high-performance skincare that’s safe for people and the planet. Available at Sephora and leading global retailers, Biossance continues to drive innovation within prestige skincare - where Beauty Meets Biotech.

As Senior Manager, Retention, you’ll lead Biossance’s retention marketing strategy and execution across email, SMS, loyalty, and lifecycle marketing. You’ll be responsible for growing customer lifetime value, repeat purchase, and engagement while ensuring our retention channels deliver against both brand and commercial objectives. 

This role requires someone who can balance strategic thinking with hands-on execution, translating customer insights and performance data into campaigns, journeys, and testing strategies that drive measurable revenue growth. 

As Senior Manager, Retention, you’ll:  

Retention Strategy & Campaign Execution

• Own the strategy, planning, and execution of Biossance’s retention marketing program across email, SMS, and loyalty.
• Develop and manage the retention marketing calendar in partnership with E-commerce, Brand Marketing and Creative, ensuring alignment with product launches, promotional events, and broader brand priorities.
• Drive retention revenue through thoughtful segmentation, personalization, targeting, and contact strategies.
• Oversee end-to-end campaign execution, from briefing and audience strategy through QA, deployment, and post-campaign analysis.
• Ensure all customer communications are accurate, on-brand, and delivered on time, with a high standard of execution across every customer touchpoint.

Lifecycle, Automation & Customer Journey

• Own and continuously optimize Biossance’s automated lifecycle journeys, including Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Replenishment, Winback, and other behavioral programs.
• Identify opportunities to expand lifecycle coverage and create more personalized customer journeys based on behavior, purchase history, lifecycle stage, and engagement.
• Develop strategies to increase new customer acquisition, repeat purchase, purchase frequency, and customer lifetime value across key customer segments.
• Partner with E-commerce and Analytics teams to understand customer behavior and identify opportunities to improve retention throughout the digital customer journey.
• Monitor the health and performance of triggered programs and proactively identify and resolve issues impacting reach, engagement, or revenue.

Loyalty, Subscriber Growth & Customer Engagement

• Lead the ongoing strategy and execution of Biossance’s loyalty program, with a focus on member acquisition, engagement, retention, and repeat purchase.
• Develop strategies to grow the reachable customer audience across email and SMS while maintaining healthy engagement and list quality.
• Identify opportunities to reactivate lapsed customers and subscribers through targeted lifecycle and promotional strategies.
• Leverage customer insights and segmentation to develop differentiated strategies for new, active, high-value, and lapsed customers.
• Partner cross-functionally to ensure loyalty and retention initiatives are integrated into major launches, promotions, and brand moments.

Performance, Testing & Optimization

• Own retention performance reporting and clearly communicate channel performance, opportunities, and risks to cross-functional and senior stakeholders.
• Track and optimize key KPIs including retention revenue, repeat purchase, customer lifetime value, conversion, engagement, subscriber growth, and automated program performance.
• Develop and execute a structured testing roadmap across audiences, cadence, creative, messaging, offers, subject lines, personalization, and customer journeys.
• Translate customer and campaign data into actionable recommendations that improve both near-term revenue and long-term customer value.
• Manage Listrak and supporting retention technology, ensuring strong practices around deliverability, segmentation, list health, data integrity, and campaign execution.

What Does Success Look Like?

• Retention channels consistently deliver against revenue and customer growth objectives.
• Automated lifecycle programs are healthy, optimized, and continually expanding to address opportunities across the customer journey.
• Email and SMS audiences are growing while maintaining strong engagement, deliverability, and list health.
• Customer segmentation and personalization become increasingly sophisticated and actionable.
• Testing and optimization are embedded into the retention program, with learnings translated into measurable performance improvements.
• Major launches and promotional events are planned proactively and executed accurately and on time.
• Cross-functional partners have clear visibility into retention performance, priorities, opportunities, and risks.

What skills and experience do I need for this role? 

• 4–6+ years of experience in CRM, retention, lifecycle, email/SMS, or customer marketing, ideally within a DTC consumer brand.
• Beauty, skincare, or prestige consumer experience is strongly preferred.
• Hands-on experience with CRM/ESP platforms; Listrak experience is highly preferred.
• Strong understanding of email and SMS best practices, segmentation, automation, personalization, deliverability, and the digital customer journey.
• Demonstrated ability to use customer and campaign data to identify opportunities and translate insights into actionable growth strategies.
• Commercial mindset with a strong understanding of how retention marketing contributes to revenue, repeat purchase, and customer lifetime value.
• Experience managing loyalty programs and customer lifecycle strategies is strongly preferred.
• Strong project management skills and exceptional attention to detail, with the ability to manage multiple campaigns, stakeholders, and tight timelines simultaneously.
• Comfortable operating both strategically and hands-on — able to develop the plan while also ensuring excellent day-to-day execution.
• Proactive, accountable communicator who thrives in a collaborative, fast-paced environment.

What’s in it for me? 

• Salary: $100,000 to $130,000

• Type: 6-month fixed-term contract (November - May 2027)

• Hybrid Work Model - San Francisco, 3 days office/2 days home

• Medical, Dental, Vision plans

• 401K matched up to 5%

• Generous PTO (Paid Time Off)

• Short and long-term disability

• Exclusive employee discounts off THG Brands

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.