Job Description

The Email & Lifecycle Marketing Manager is responsible for building and scaling ProCaps Laboratories' customer retention engine from the ground up. This role owns lifecycle strategy and execution across email and SMS — including Klaviyo architecture, customer segmentation, automated journeys, voice-of-customer programs, and lifecycle reporting.

This is a foundational, hands-on build role. The ideal candidate combines strong lifecycle marketing expertise with a builder mentality and genuine customer empathy. They are equally comfortable architecting automation flows in Klaviyo, analyzing customer behavior, and presenting insights to leadership. Over time, this role evolves into the organization's primary steward of customer understanding and retention strategy.

Requirements

WHAT YOU BRING (MINIMUM JOB QUALIFICATIONS AND REQUIREMENTS)

• Bachelor's degree in Marketing, Communications, Business, or related field
• 8+ years of lifecycle marketing, CRM, retention, or email marketing experience
• Demonstrated experience building lifecycle programs and automation frameworks from scratch
• Strong hands-on Klaviyo expertise
• Experience with customer segmentation, lifecycle reporting, and retention analysis
• Proven success improving customer engagement and retention metrics
• Excellent written communication skills; ability to write in an educational, credibility-based brand voice
• Strong analytical and problem-solving abilities

PREFERRED QUALIFICATIONS

• Experience in supplements, wellness, nutraceuticals, or DTC e-commerce
• Subscription business experience
• Loyalty program implementation or management experience
• Voice-of-customer or customer research experience
• SMS marketing experience
• Experience following platform migrations or greenfield lifecycle launches

LEADERSHIP & PROFESSIONAL SKILLS

• Builder mentality; comfortable creating systems from scratch
• Strong customer empathy and curiosity
• Strategic thinker with strong hands-on execution skills
• Highly organized and detail-oriented
• Comfortable influencing cross-functional teams without direct authority
• Excellent communication and presentation abilities

WHAT YOU’LL DO (ESSENTIAL JOB DUTIES & RESPONSIBILITIES)Lifecycle Infrastructure & Foundation

• Own Klaviyo platform architecture, setup, and ongoing optimization
• Develop lifecycle marketing framework, segmentation strategy, and measurement approach
• Build email and SMS template systems aligned with ProCaps brand standards
• Establish list growth and subscriber acquisition programs
• Create lifecycle reporting dashboards and performance tracking processes
• Develop lifecycle governance, testing, and optimization cadence

Customer Journey Development

• Design and optimize customer journeys from first purchase through long-term loyalty
• Build and maintain key automated lifecycle programs: welcome series, browse/cart/checkout abandonment, post-purchase onboarding, product education, replenishment, subscription conversion, win-back, and re-engagement
• Map lifecycle touchpoints and identify opportunities to improve retention and customer experience

Email & SMS Execution

• Own lifecycle email and SMS strategy and execution
• Develop campaign calendars aligned with customer lifecycle stages
• Build targeted segmentation and personalization strategies
• Execute structured A/B testing programs to improve engagement, repeat purchase behavior, and LTV
• Ensure all communications reflect ProCaps' educational, founder-led brand voice

Voice of Customer & Customer Insights

• Establish and manage a formal Voice of Customer program
• Collect and analyze customer feedback from surveys, reviews, Customer Care interactions, social listening, and behavioral data
• Maintain customer personas and lifecycle journey maps
• Translate customer insights into actionable recommendations for Marketing, Product, and Customer Care
• Present recurring customer themes and lifecycle findings to cross-functional stakeholders

Loyalty & Retention Strategy

• Develop retention strategies that increase repeat purchase behavior and customer lifetime value
• Evaluate loyalty and rewards platform options and recommend program structure
• Support loyalty program implementation and measure effectiveness

Analytics & Reporting

• Define and monitor lifecycle KPIs including LTV, repeat purchase rate, retention rate, subscription performance, and email/SMS contribution
• Analyze customer cohorts, retention trends, and repeat purchase behavior
• Develop recurring lifecycle performance reporting for marketing leadership

Cross-Functional Collaboration

• Partner with DTC & Performance Marketing Manager to align acquisition and retention strategies
• Coordinate with Customer Care to capture feedback and identify experience opportunities
• Work with Creative to develop lifecycle assets consistent with ProCaps brand standards
• Share customer insights with Social Media, Product, and leadership teams

WORKING CONDITIONS

• Duties are performed primarily in a smoke-free manufacturing environment
• We pride ourselves on maintaining a clean and organized environment, fostering a sense of pride and ownership in our space.
• Our culture is rich in diversity, quality, safety, fun, and respect, creating a vibrant and inclusive atmosphere.
• We are dedicated to professionalism and growth, continually striving to improve and excel in all we do.

PHYSICAL REQUIREMENTS

• Frequent sitting, standing, walking
• Able to lift up to 25 lbs.

Benefits

ProCaps provide :

• Salary Range: $90,000 - $110,000 annually, depending on experience and qualifications
• Eligible for a discretionary company-wide bonus
• Top-Tier Medical, Dental & Vision Coverage - $0 when you qualify for the Wellness Program!
• Paid Time Off, Eight (8) Company Holidays
• 401(k) with Company Match – up to 4.5%
• 100% Company Life Coverage
• 100% Short Term Disability Coverage
• Gym Membership Reimbursement
• Vitamin Allowance + Discounts
• Company-Funded Health Savings Account ($1,600/year)
• Cash Reward Employee Referral Program
• Pet Insurance

* Fantastic work environment that focuses on Safety, Quality, Community, and amazing people. We hire top talent and celebrate the ingenuity and tenacity of our team members and leaders!

APPLICATION DEADLINE : This position will remain open until filled. Applications will be reviewed on a rolling basis.

HOW TO APPLY : Click below to apply directly through our career portal.