Customer and Retention Manager

About Us

Snif is setting the new standard in fine fragrance. The search for high-quality scented products should be simple, accessible, and fun. We bring our customers what they want to smell and develop new, unexpected ways for them to incorporate fine fragrance into their daily routines.

Every scent we develop is designed to be an immersive experience. From the name, packaging design, and creative campaigns to someones first spray, we want them to see and smell the quality behind every release. Our formulas are always made with top-shelf ingredients and are genderless, non-toxic, vegan, and cruelty-free.

Snif products are sold on our DTC site www.snif.co and can also be found at all Ulta Beauty locations. Weve been featured across notable press outlets including, Forbes, Fast Co., WWD, Vogue, Allure, Cosmopolitan, NY Mag, Harpers Bazaar, and more. Additionally, were backed by some of the most revered investors in the consumer goods space.

Were a lean team thats expanding quickly, and were looking for someone who believes in our vision to shift the way people experience scents.

The Role:

At Snif, our customer informs everything we do from the products we release, to the way we communicate and evolve the brand. There is no person more important than our customer, and no objective more critical than fostering loyalty and community. As the Customer and Retention Manager, youll play a major role in Snifs retention marketing efforts. You will support planning, execution, and analysis across key initiatives including email and SMS marketing, subscriptions, loyalty, sampling, and customer surveying.

This role calls for a motivated, customer-centric thinker who excels at bringing ideas to life through cross-functional collaboration and meticulous, thoughtful implementation. Highly-organized and detail-oriented, they ensure seamless execution across multiple channels. With a test-and-learn mindset, they embrace creative and innovative approaches while continuously optimizing for engagement and retention.

The Customer and Retention Manager will report directly to our VP of Customer and Retention, and will work closely with our teams across marketing, creative and brand, retail, and product development.

While we are based in New York City, we operate as a fully remote team.

What You'll Do:

Lead execution of Snifs retention initiatives, ensuring seamless implementation across email, SMS, sampling, loyalty, subscriptions, and more

Define retention strategies for new product launches and evergreen products across channels

Own Snifs email and SMS marketing efforts across campaigns and automated flows. This includes outlining the marketing calendar, creating campaign briefs, coordinating with copy and design for asset development, defining customer segments, performing tests, scheduling campaigns, and optimizing content for performance

Support the management and optimization of Snifs subscription program, ensuring a seamless customer experience, assisting with subscriber communications, defining and implementing growth strategies, and monitoring key performance metrics

Assist in the management and enhancement of Snifs loyalty program, tracking engagement and collaborating with cross-functional teams to drive member participation and retention

Support the planning, execution, and analysis of Snifs product sampling initiatives, coordinating distribution, analyzing conversion, and optimizing strategies to drive repeat

Contribute to customer surveying efforts by coordinating survey distribution, collecting responses, and synthesizing insights for the broader team

Monitor and report on key retention and engagement metrics, identifying trends and opportunities for improvement

Stay up to date on best practices in retention marketing, conduct research on emerging trends, and support creative ideation and testing to inform future initiatives

Provide support for additional business and marketing needs

What You'll Bring:

At least 3-4 years of work experience in marketing or high-growth role; relevant experience in an e-commerce/DTC environment or with a major retailer is a plus

Experience owning or managing email and SMS marketing programs

Genuine excitement for customer loyalty and the world of retention marketing

Exceptional organizational skills and attention to detail

Next-level time management and project management skills. Youre a pro at taking an idea and owning it until completion

Strength and rigor in navigating ambiguity. Youre a self-starter and a team player

Excellent verbal, written, and interpersonal skills that support developing and maintaining real, trusting relationships

Eagerness to roll-up your sleeves with a figure it out mentality

A curious and innovative mindset, constantly seeking ways to make a product or process the best it can be

Ability to translate data into simple, real-world outcomes and goals

Advanced proficiency in Excel, Powerpoint, and Google Suite

Experience with Klaviyo and Postscript is strongly preferred

A desire for (perhaps even a need for) the excitement, grind, and freedom that comes with an early-stage and fast growing startup

Bonus Points:

Proven success at a fast-paced startup, extra bonus points if in the beauty industry

Knowledge/passion for scented products, including (but not limited to) fragrance, candles, and laundry categories

What You'll Get

Be part of a fast-growing company with an awesome mission

Highly competitive salary and equity so youre a part of the Snif family

An opportunity for growth and ability to widen your role and responsibilities

Medical, Dental, and Vision healthcare insurance

401K Retirement Plan with company matching

Paid Parental Leave

Flexible vacation and PTO policy

Industry-leading well-being and mental health benefits

Virtual and remote work as well as work-from-home setup

Snif product on us!

Snif is an equal employment opportunity employer to all employees and applicants for employment. We celebrate people from all backgrounds. If youre driven by our mission, wed love to hear from you! Email us at [email protected]

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Customer and Retention Manager

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