As Retention & Loyalty Marketing Manager, you will own and evolve OSEA’s CRM and lifecycle marketing ecosystem—including email, SMS, direct mail, loyalty, and subscription programs. - Plan calendar, brief and execute email, SMS and direct mail campaigns to engage and retain customers. - Create and implement automated campaigns that elevate the brand messaging while driving conversion to meet goals. - Segment customer lists based on behavior, demographics, and preferences for highly targeted communication. - Monitor, analyze, and report on performance metrics, providing recommendations to optimize campaigns and automated messaging and drive continuous improvement. - Oversee and optimize the subscription program, driving customer acquisition, retention, and lifetime value. - Collaborate with cross-functional teams to enhance subscription offerings and customer experience. - Lead the ongoing optimization, management, and execution of the Sea Rewards loyalty program to strengthen customer retention and lifetime value. - Develop and implement new point-based reward structures, exclusive perks, and personalized incentives that deepen engagement and encourage repeat purchases. - Analyze loyalty and customer data to uncover behavioral insights, and translate findings into program enhancements that improve participation, engagement, and overall program performance. - Develop comprehensive customer journey maps to identify key touchpoints for effective communication. - Implement strategies to guide customers through the entire lifecycle, from acquisition to advocacy. - Work collaboratively with other teams to ensure a seamless and consistent customer experience. - Analyze behavioral touchpoints to optimize and increase customer retention rate.