As Retention & Loyalty Marketing Manager, you will own and evolve OSEA’s CRM and lifecycle marketing ecosystem—including email, SMS, direct mail, loyalty, and subscription programs. In this role, you will play a key part in strengthening customer relationships, driving repeat purchases, and increasing long-term customer value.

The ideal candidate is a collaborative team player who thrives in a fast-paced, high-impact, and cross-functional environment. This person proactively identifies opportunities to improve retention metrics, executes effective A/B tests, and continuously enhances the end-to-end customer experience across the business.

Responsibilities:

Owned Channel Management

• Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers.
• Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals.
• Segment customer lists based on behavior, demographics, and preferences for highly targeted communication.
• Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement.

Subscription Program Management:

• Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value.
• Collaborate with cross-functional teams to enhance subscription offerings and customer experience.
• Implement strategies to reduce churn and increase customer satisfaction within the subscription program.

Loyalty Program Expansion

• Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value.
• Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases.
• Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance.

Customer Journey Mapping:

• Develop comprehensive customer journey maps to identify key touchpoints for effective communication.
• Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy.
• Work collaboratively with other teams to ensure a seamless and consistent customer experience.
• Analyze behavioral touchpoints to optimize and increase customer retention rate.