About Us

At SKINN, we’re dedicated to creating lasting connections with our customers. With over 20 years of skincare expertise, we’ve become a trusted name in beauty, empowering radiant, confident skin. As one of the Top 5 skincare brands on TikTok Shop, we’re growing rapidly, and now more than ever, we’re focused on nurturing our customers at every stage of their journey – from discovering us on TikTok and Amazon to becoming loyal SKINN.com shoppers.

Your Role

As the Manager of Customer Retention & Loyalty, you’ll play a pivotal role in shaping how we connect with and retain our customers. Reporting to the Director of Ecommerce, you will drive initiatives that strengthen loyalty, boost subscription rates, and grow our direct-to-consumer (DTC) business. From overseeing our loyalty program to leading email and SMS marketing strategies, direct mailer campaigns, and customer service initiatives, you’ll ensure every touchpoint strengthens our relationship with customers and encourages them to shop directly with SKINN.com. Your mission: to transform one-time shoppers into lifelong SKINN enthusiasts.

Key Responsibilities

• Retention Mastermind: Develop and execute bold, innovative strategies to improve customer retention and nurture loyalty across all touchpoints.
• Subscription Growth: Optimize and scale our subscription opt-in experience to drive recurring revenue and reduce churn.
• Website Conversion: Craft strategies to transition customers from Amazon, TikTok Shop, and other retail platforms into loyal SKINN.com shoppers.
• Loyalty Program Leadership: Oversee the launch and ongoing optimization of our loyalty program, ensuring it delivers value to our most engaged customers.
• Email & SMS Marketing: Lead retention-focused email and SMS campaigns that engage, educate, and keep our customers coming back for more.
• Direct Mailer Campaigns: Work closely with the design team to oversee creative and execution of direct mailer campaigns, ensuring alignment with retention goals.
• Copy & Wireframe Creation: Generate your own copy and wireframes for campaigns and projects to provide clear direction to the design team and ensure cohesive messaging.
• Customer Service Excellence: Collaborate with the customer service team to ensure every interaction reflects SKINN’s friendly and trustworthy tone.
• Shopify Expertise: Manage and make necessary changes to the backend of Shopify, including theme customizations, to ensure the optimal customer experience.
• Data-Driven Insights: Analyze customer behavior, segmentation, and feedback to inform strategy and improve the customer journey.
• Team Collaboration: Work closely with marketing, design, e-commerce, and product teams to align retention efforts with overall brand goals.

What We’re Looking For

• Proven experience in retention marketing, e-commerce, or customer lifesycle strategy (5+ years preferred).
• Strong understanding of subscription models, loyalty programs, and customer lifecycle management.
• Hands-on experience with Shopify’s backend, including the ability to make theme changes when necessary.
• Experience overseeing direct mailer campaigns, with a creative eye for design and messaging.
• Ability to spin up effective copy and wireframes for campaigns and projects to guide creative execution.
• A data-driven mindset with the ability to analyze metrics and translate insights into actionable strategies.
• Creative thinker with a knack for crafting engaging customer experiences.
• Familiarity with tools like Klaviyo and subscription platforms is a plus.
• Excellent communication and leadership skills to inspire and collaborate with cross-functional teams.
• Passion for skincare and beauty is a bonus!

Why Join SKINN?

• Be part of a fast-growing, top-performing skincare brand breaking records on TikTok Shop and beyond.
• Lead impactful initiatives that shape the future of SKINN’s retention and loyalty strategy.
• Work in a collaborative, supportive environment where your ideas and expertise are valued.
• Competitive salary (salary range $90,000 - $110,000), benefits, and perks
• High longevity rate among employees

How to Apply: If you’re ready to help us nurture our customers at every touchpoint and grow SKINN into the ultimate destination for radiant skin, we’d love to hear from you! Please send your resume and a brief cover letter through LinkedIn. Thank you!