CRM Specialist, Retention

About the Role:

IPSY is seeking a CRM Specialist, Retention to execute and support programs that directly drive revenue and keep members engaged, growing, and loyal to IPSY. This is a hands-on, high-impact role focused on four key areas: upgrades, loyalty (campaigns and coupons), operational support, and special projects.

Each of these programs ties directly to a business outcome: keeping members active, increasing their subscription value, and deepening their loyalty to IPSY. Your work will show up in the metrics that matter most to the business -- and you will have the cross-functional access to understand exactly why.

This role touches multiple parts of the business -- from member-facing loyalty campaigns to behind-the-scenes operational workflows -- giving you broad DTC exposure and real cross-functional experience inside one of beauty’s most recognized subscription brands. You will work closely with CRM, Product, Operations, Customer Experience, Creative, Finance, and Data/Analytics.

This position reports to Senior Director, Loyalty and can be fully remote from the 16 U.S. states where IPSY hires.

What You’ll Be Doing:

Retention Program Execution & Performance

• Execute and support programs across upgrades, loyalty campaigns, coupons, and operational initiatives
• Own day-to-day deliverables across multiple programs, managing workflows from brief through launch
• Partner with channel managers to create campaigns and synthesize overall performance across channels, learnings, and identify new opportunities 
• Assist in forecasting and modeling for program and campaign design and approvals
• Monitor program performance weekly and monthly; deliver program analysis with clear insights and recommendations
• Identify risks and optimization opportunities; bring solutions, not just observations
• Support performance reporting for team and cross-functional stakeholders

Loyalty Programs (Campaigns & Coupons)

• Plan and execute loyalty promotions, coupon programs, and member incentive offers that drive engagement and reduce churn
• Partner with CRM, Creative, and Operations on end-to-end campaign development and deployment
• Track coupon inventory, redemption, and program performance; surface actionable findings
• Help evolve the loyalty program experience based on performance learnings and member behavior

Upgrade Programs

• Support upgrade campaign development and targeting members for tier conversion
• Partner with Merchandising and Product to identify the right upgrade moments, offers, and messaging
• Contribute to testing, iteration, and ongoing optimization

Operational Support

• Own key operational workflows that keep retention programs running smoothly: campaign design, QA, legal copy review and approvals, product and offer setup in dotCMS, offer/gift operations (inventory and unit tracking)
• Partner with Tech and Marketing Ops to resolve platform issues and support new feature launches
• Collaborate with CX on member-facing issues that intersect with retention programs
• Maintain tight cross-functional coordination to ensure seamless, consistent member experiences

Special Projects

• Support ad hoc strategic initiatives tied to retention, engagement, and member lifecycle growth
• Contribute to cross-functional workstreams as a retention subject matter contributor

What We Are Looking For:

Experience

• 3-6 years of experience in marketing, with a focus on lifecycle, CRM, growth, digital marketing, or eCommerce
• Bachelor's degree required
• Experience at a DTC, subscription, or eCommerce company is strongly preferred -- understanding subscription economics is a real plus
• Hands-on experience supporting loyalty, retention, referral, or engagement programs heavily preferred
• Channel marketing experience (email, SMS, push) is a plus, but not a hard requirement

Skills

• Strong execution skills with solid project management instincts -- can manage multiple workstreams without losing detail
• Analytical fluency: can pull and interpret performance data to drive decisions; Excel or Google Sheets required
• Forecasting and modeling experience to inform planned performance based historical data and trends and financial planning for program setup
• Familiarity with CRM/ESP platforms (Iterable, Braze, SFMC, etc.) 
• Familiarity with analytics tools such as Amplitude, Sigma, Tableau, or Looker
• Clear communicator, written and verbal; comfortable working across multiple teams
• Detail-oriented with strong QA instincts

Mindset

• Bias for action -- comfortable moving fast and figuring things out
• Curious and data-driven: asks why and chases the answer
• Highly accountable and self-directed
• Thrives in fast-paced, evolving environments with competing priorities

Why This Role Matters

• Keeping members is just as important as acquiring them. At IPSY, member retention is a direct revenue driver -- and the programs you will support, from upgrades and loyalty to operational execution, contribute meaningfully to that goal. Your work will have a measurable impact on the business from day one.
• You will also have something rarer: genuine breadth. This role spans multiple programs, channels, and cross-functional teams -- giving you the kind of broad DTC and subscription marketing experience that takes years to accumulate elsewhere. If you are a marketer who wants to build real retention expertise inside a brand members genuinely love, this is your role.

Bonus if You Have:

• Beauty or personal care industry experience is a plus
• Subscription experience is a plus
  
  

What We Offer:

• Competitive base salary & bonus program
• Medical, dental & vision insurance
• 401(k) plan with company match
• Paid Time Off
• Work from home flexibility
• Free IPSY Extra subscription
• Learning & development programs

EEO Statement: We celebrate diversity and are an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic. 

If you need reasonable accommodation in the application or employment process, please contact us.

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