Job Description
Senior Manager, Retention
at hims & hers
Remote
Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims and forhers.
We are looking for a marketing leader to support us in building a best-in-class user experience to delight our customers for years to come. The successful candidate will have a track record of running effective customer-focused retention initiatives from early tenure management, engagement, upsell, renewal and win-back. The ideal candidate will know how to use data to develop strategic insights, have a strong business intuition and a deep understanding of how to leverage customer segmentation, owned channels, and marketing technology to drive customer retention. Experience with developing retention marketing campaigns for subscription products and driving app adoption are a plus. In this role, you will work highly cross-functionally, partnering with multiple teams across the business to execute our Retention efforts, including: Consumer Insights, Analytics, Product, Marketing Channel Owners, Product Marketing, Operations, Telehealth, Customer Experience and more.
Responsibilities:
- Lead cross-functional teams to concept and execute retention initiatives spanning the full customer lifecycle across multiple product lines
- Working closely with Analytics, develop a deep understanding of our retention behavior of customers and monitor key performance metrics related to our initiatives to inform decision making
- Partner with our Consumer Insights & CX teams to unlock customer insights to inform our retention strategy and plans
- Develop segmentation and targeting strategies to engage users with a combination of content and user experience
- Build strong relationships with marketing partners and product category stakeholders
- Support the execution of retention campaigns across multiple owned channels in partnership with the channel managers
- Partner with channel leads to understand creative performance and work through ongoing creative optimization recommendations to deliver on our retention goals
- Excel at project management to ensure projects move forward on time and with minimal friction from all stages from pre to post launch
Experience/Skills:
- 7+ years relevant work experience in retention, customer marketing, marketing strategy, or integrated marketing with proven ability to develop successful retention marketing campaigns
- Strong cross functional relationship builder
- Experience operating within complex organizations with multiple products, lines of business and many stakeholders
- Excellent project management skills and strong attention to detail with the capability to work on multiple campaigns/priorities simultaneously
- Outstanding communication and ability to problem solve with minimal guidance in a fast-paced, deadline-driven, and team-oriented environment
- Ability to drive projects forward in an environment that could lean ambiguous
- Has a bias for action and are willing to move through the clutter to get to an output quickly and efficiently
- Understanding of KPIs and campaign performance metrics across owned marketing channels
Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.