Sr. Manager, Retention Strategy
Hims & Hers
Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more.
With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health. We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers.
We are looking for a passionate, detail-oriented and analytical marketing leader to support us in building best-in-class strategies that deliver a user experience to delight our customers for years to come. The ideal candidate will have 6-8 years of experience in retention or customer strategy, a strong business intuition, possess a love of problem solving, and a proven track record of maintaining high output and growing effective customer-focused retention programs in a fast paced environment.
This role will be responsible for uncovering strategic insights, evangelizing retention and customer-first decisions, and proactively identifying and communicating retention trends on a regular basis to support our Retention strategy. A candidate for this position must demonstrate a deep interest in research and data analysis, and drawing actionable insights from raw data and information to help further our Retention KPIs.
The ideal candidate excels at using data to develop strategic insights and recommendations and has 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 is 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.
Develop and implement comprehensive customer retention strategies across multiple touchpoints, leveraging data-driven insights to maximize customer lifetime value.
Develop actionable business cases for high value retention opportunities, including segmentation and targeting test strategies to engage users with a combination of content and user experience across web & app touchpoints
Develop a deep understanding of our retention behavior of customers and monitor key performance metrics related to our initiatives to inform decision making
Proactively communicate performance on retention KPIs and goals with the business, inclusive of the executive team. Identify trends, risks, and recommendations to leadership and cross-functional teams, in order to adjust operational strategies in real-time and support the development of new retention initiatives
Perform quantitative analysis combined with qualitative insight gathering to create actionable recommendations across the organization that increase customer retention
Partner with Analytics to uncover leading indicators of customer churn and identify those trigger points in the customer journey
Partner with our Consumer Insights & CX teams to identify customer insights
Build strong relationships with marketing partners and product category stakeholders
Excel at project management to ensure projects move forward on time and with minimal friction from all stages from pre to post launch
5+ years relevant work experience in retention, business strategy, customer marketing, marketing strategy, or analytics with proven ability to develop successful retention marketing strategies and results
Deep interest in research and data analysis, with a proven track record of drawing actionable insights from raw data, inclusive of Excel & Looker (or equivalent data visualization tools)
Direct Retention-focused Analysis or Marketing experience identifying and monitoring key performance indicators
Self starter and naturally curious mindset with a hunger to dig into problem solving
Strong cross functional relationship builder
Excellent project management and prioritization skills and strong attention to detail with the capability to work on multiple campaigns/initiatives 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
Experience operating within complex organizations with multiple products, lines of business, and many stakeholders
Experience working with subscription products and both web and app-based businesses is a plus
Our Benefits (there are more but here are some highlights)
Medical, Dental, and Vision healthcare plans
Generous Parental Leave
Employee Stock Purchase Program
We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.
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.
H&H also offers a comprehensive Total Rewards package that includes equity grants of restricted stock (RSU’s) so that H&H employees own a piece of our company.
The actual amount will take into account a range of factors that are considered in making compensation decisions including but not limited to, skill sets, experience and training, licensure and certifications, and location.
Consult with your Recruiter during any potential screening to determine a more targeted range based on the job-related factors. We don’t ever want the pay range to act as a deterrent from you applying!