Sr. Marketing Manager, Loyalty and Retenion

About the position Saatchi Art is seeking a Senior Marketing Manager, Loyalty & Retention to lead the strategy and execution of our customer lifecycle and retention initiatives. This role will own the programs that strengthen long-term relationships with our collectors, deepen engagement, and drive repeat purchases across our global marketplace. You will design and optimize holistic retention and loyalty strategies that connect seamlessly to broader business objectives while leading execution across key lifecycle channels including email, SMS, and direct mail. Working closely with partners such as Klaviyo (email), Attentive (SMS), and Postie (direct mail), you will build programs that create meaningful, personalized experiences throughout the customer journey. This role is ideal for a marketer who enjoys both big-picture strategy and hands-on execution. You will have the opportunity to shape how Saatchi Art builds lasting relationships with collectors while driving measurable growth in loyalty, repeat purchase, and customer lifetime value.

Responsibilities

• Lead and define Saatchi Art’s long-term retention and loyalty strategy, aligning lifecycle marketing initiatives with broader business growth goals.
• Build and maintain a comprehensive lifecycle marketing roadmap spanning onboarding, engagement, repurchase, loyalty, reactivation, and at-risk retention programs.
• Design retention programs tailored to distinct buyer personas — from first-time decorators discovering original art to seasoned collectors building long-term collections — ensuring messaging reflects each customer’s stage in their collecting journey.
• Develop frameworks and measurement models to track key retention metrics, including repeat purchase rate, churn, customer lifetime value (CLV), cohort behavior, and broader loyalty KPIs.
• Own and operate email marketing (Klaviyo) and SMS marketing (Attentive) programs end-to-end, including segmentation, journey design, automation, testing, deployment, and performance optimization.
• Manage direct mail campaigns via Postie, integrating them strategically into lifecycle programs to strengthen retention outcomes.
• Coordinate lifecycle touchpoints across channels to deliver personalized, cohesive customer experiences that nurture engagement and drive re-engagement.
• Design and launch high-impact lifecycle journeys, including welcome series, replenishment programs, loyalty tier engagement, win-back campaigns, VIP experiences, and churn-prevention triggers.
• Lead creative briefing, messaging strategy, cadence planning, and QA processes across all lifecycle deployments.
• Continuously test and optimize programs through A/B testing across segmentation, messaging, timing, and channel mix to maximize performance.
• Serve as the primary internal partner for key marketing platforms and vendors, ensuring alignment on product capabilities, integrations, and performance optimization.
• Stay informed on new features, emerging capabilities, and platform innovations that can enhance retention strategies.
• Analyze customer behavior and lifecycle campaign performance to generate actionable insights that inform strategy and optimization.
• Build and maintain clear reporting and dashboards that communicate retention performance and progress against goals to leadership and cross-functional teams.
• Translate data into practical recommendations that improve campaign effectiveness and customer engagement.
• Partner closely with Product and Marketing teams to align retention strategies with broader brand, merchandising, and commercial initiatives.
• Provide CRM and lifecycle marketing expertise to additional Saatchi Art business units including Art Advisory, Hospitality, and The Other Art Fair, supporting their engagement and retention goals.

Requirements

• 6+ years of experience in retention, lifecycle, CRM, or loyalty marketing within a consumer-focused e-commerce or DTC environment (high-ticket e-commerce experience preferred).
• Demonstrated success managing multi-channel retention programs (email, SMS, direct mail, loyalty) that drive measurable improvements in retention metrics and customer lifetime value.
• Hands-on experience with Klaviyo (or similar ESP), Attentive (or similar SMS platform), and direct mail programs, including automation, segmentation, and analytics.
• Strong analytical capabilities including customer segmentation, A/B testing, lifecycle measurement, and campaign optimization.
• Excellent project management, communication, and collaboration skills, with the ability to lead both strategy and execution in a lean, fast-moving environment.
• A curious, customer-centric mindset, with the ability to translate evolving consumer behaviors and trends into innovative marketing strategies.

Nice-to-haves

• Familiarity with AI-powered tools for content generation, personalization, or workflow automation; basic HTML knowledge is a plus.

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