Sr. Manager, CRM and Retention - Bis

Need somewhere to talk about your baggage but can't stop canceling on your therapist? Try working at a luggage company instead. Baggage is kind of our thing (but in a healthy way).

BIS is seeking a driven and collaborative Senior Retention Manager to join our dynamic team. In this role, you'll be responsible for designing and executing strategies that grow customer retention, strengthen loyalty, and optimize lifetime value across multiple channels. This role will be reporting to the VP of eCommerce & Digital. If you're passionate about creating meaningful customer experiences and building long-lasting relationships, we want to hear from you! Join BE?IS and be a part of a team that values innovation, collaboration, and continuous improvement. Join BE?IS and be a part of a team that values innovation, collaboration, and continuous improvement.

We are a remote-first company, but prefer candidates be local to Southern California (Santa Barbara down to San Diego for example), as we do require occasional in-person connection. Our office is located in Hollywood.

• Own the end-to-end customer journey and retention strategy, focusing on subscriber growth, retention, loyalty initiatives, and long-term customer relationships.
• Drive efforts to reduce churn, improve engagement, repeat purchase, and lifetime value.
• Oversee strategy, execution and reporting for existing retention programs
• Develop and optimize lifecycle strategies for key customer cohorts to grow the active customer and subscriber base.
• Manage testing roadmaps for retention programs, ensuring alignment with core KPIs.
• Measure and report on retention activities against KPIs, A/B testing, and ad hoc reports.
• Manage, mentor, and develop other Retention team members
• Collaborate cross-functionally with Brand Marketing, Creative, eCommerce, Performance Marketing, Customer Service to build strong partnerships.
• Develop marketing initiatives and strategies to drive customer loyalty, engagement, and LTV.
• Analyze and develop customer segmentation strategies, applying insights to enhance retention.
• Perform other related duties as required

• Minimum of 4+ years of experience in customer retention and lifecycle marketing.
• Proven track record in driving customer retention and loyalty, including developing and implementing customer segmentation strategies.
• Experience with Email Service Providers or CRM platforms (e.g., Klaviyo, Cordial).
• Strong analytical skills with expertise in digital analytics, campaign tracking, and ROI metrics.
• Collaborative mindset with the ability to work cross-functionally and navigate ambiguity while maintaining attention to detail.
• Excellent project management skills, with the ability to set goals, meet deadlines, and multitask in a fast-paced environment.

Base Salary Range

This position's annual base salary range is from $130,000 - $145,000. Offers to candidates are expected to fall within this range and will depend on the scope and complexity of the role, work experience, subject matter expertise, work location, and other relevant factors.