Retention Marketing Manager - Email & SMS Mar

Retention Marketing Manager — Email & SMS Marketing

You’re an enthusiastic digital marketing and CRM expert with a passion for email, SMS, and push notification marketing. Your deep understanding of channel best practices is complemented by your analytical mindset and data-based decision making. You understand and value the power of impactful creative, delivered on brand to the right audience in the right channel at the right time.

You will play a key role in driving customer loyalty, repeat visits, and lifetime value for Viva Day Spa + Med Spa guests. Reporting directly to the VP of Marketing, this role will develop and execute strategies that keep our guests engaged, educated, and feeling valued.

As Retention Marketing Manager, you'll oversee everything from list building and one-off campaigns to complex journeys and flows covering all aspects of the guest journey. Strong individual contributor skills are a must (e.g. ability to execute campaigns end to end), along with being ready and nimble as Viva continues to grow.

Key Responsibilities:

• Develop and own the strategic roadmap and execution of retention marketing for email, SMS, and push channels

• Build and implement a comprehensive marketing plan focused on improving customer engagement, driving repeat visits, and nurturing our relationship with guests
• Segment audiences to deliver targeted, personalized messages that drive engagement and conversion.
• Leverage strong analytics skills to identify, size, and prioritize opportunities leading to the highest impact outcomes across the guest lifecycle.
• Own end-to-end campaign workflows, including creative development, testing, QA, scheduling and rollout.
• Design and execute A/B tests to optimize copy, creative and segmentation strategies while minimizing unsubscribe, opt-out, or churn
• Oversee creative strategy from written content to design and more, ensuring creative is engaging and on brand
• Craft compelling, concise content that reflects Viva’s brand voice — both transactional and promotional — optimized for each channel
• Collaborate with in-house teams to craft personalized and compelling customer journeys
• Craft content calendars for one-off campaigns to compliment evergreen automations, journeys, and flows

• Understand different business intelligence techniques across attribution, conversion tracking, incrementality, and measurement

Minimum Requirements:

• 5-7 years of experience in Email and SMS marketing, preferably at top agencies and/or equivalent in-house roles at wellness, beauty, hospitality or lifestyle brands

• Proven track record of successfully developing and implementing creative, high-impact Email & SMS campaigns
• Experience building and optimizing complex flows/journeys
• Data driven mindset with comfort analyzing data in Excel, or other tools for purposes of identifying audiences, funnel drop-off, and opportunity sizing prospective projects
• Deep understanding of core retention channels, e.g. Email Headers, Responsive HTML/CSS, Deliverability, Opt-In/Out, Long vs Short SMS Codes, Flow & Automation Building, etc.
• Expert level proficiency with leading Email & SMS marketing platforms such as Mailchimp, Klaviyo, or equivalents, with experience handling everything from journeys/flows, campaigns, list building & curation, cost savings, and more
• Excellent organizational and prioritization skills

• Exceptional written and verbal communication skills, with a strong attention to detail

Bonus Skills:

• Experience with other performance marketing channels (e.g. SEO, Paid Social, etc.)

• Dashboarding, Data Science, and/or Business Intelligence skills (e.g. PowerBI, Tableau, etc.)

• Experience working with e-commerce platforms (Shopify, WooCommerce, etc.)

Salary/Benefits/Location:

• The most awesome co-workers you can imagine!

• Among the highest pay in the industry
• Incentive & bonus potential
• Health, Dental and Vision benefits at 30 hours per week
• STD, LTD, Life & AD&D
• 3 Weeks PTO at 30 hours per week
• Matching 401k plan (for qualified employment status)
• Paid Parental Leave
• Deep discounts on services and retail
• CEU Allowance after 6 months of Employment
• Ongoing training; opportunities to grow
• Location: Hybrid in Austin, TX

• Salary: $85-100k, depending on experience and other relevant qualifications

About Viva Day Spa + Med Spa

At Viva Day Spa + Med Spa, we believe self-care is a way of life — and we’re on a mission to make people feel better inside and out. Women-founded and based in Austin, Texas, we’re an award-winning wellness brand that’s redefining the spa and medical spa experience. We’ve brought together classic spa services with results-driven medical aesthetics, delivered with the kind of warm, world-class hospitality that has earned us loyal guests for over 20 years.

Our industry leadership is no accident. We’ve grown by staying relentlessly focused on delivering a 5-star guest experience, individualized care, and an uncompromising commitment to excellence at every touchpoint. Viva is trusted by thousands of guests every month. Named Best Spa in Austin in 2024, Viva is also a Top 250 Allergan Aesthetics provider, the #1 Hydrafacial provider, and the #1 SkinCeuticals Flagship provider in the United States.

As we enter an exciting phase of growth, including expansion into new markets, we’re looking for a Retention Marketing Manager to help lead that growth. This is a rare opportunity to help grow a best-in-class brand and play a pivotal role in defining the future of Viva.

Our culture is built on care, curiosity, and a deep commitment to excellence. At Viva, we support and challenge each other in equal measure — because we know that’s how great teams (and great brands) grow. We work hard, hold ourselves to high standards, and have a blast doing it. If you’re passionate about wellness, driven by initiative, and excited to shape how we connect with guests, drive loyalty, and grow lifetime value, we’d love to meet you.