Retention Marketing Manager

Home Science Tools is a successful, agile, growth oriented online retailer of educational science products. Our mission is to inspire learning so that students grow and impact their world. Over the next five years we expect our educational science products to positively impact over two million K-12 students in home, public, charter and private schools, making their futures better! We passionately pursue our mission while living out our core values of family, faith, wonder and growth. Visit the company website www.homesciencetools.com for more information.

Retention Marketing Manager

Purpose: The Retention Manager is responsible for nurturing customer relationships to grow repeat customers and loyalty to the Home Science Tools brand. This position is also responsible for maximizing the value of our existing customers through managing customer outreach, engagement, and feedback. Key areas of ownership include strategy and execution of the loyalty & referral program, product & site reviews, organic social media & Affiliate strategy, and email & SMS marketing. The Retention Manager will develop and oversee the strategic approach for all areas of accountability, leveraging data analysis and customer feedback for continuous improvement to drive long-term growth.

PLEASE NOTE: If you are interested in this position, please complete our pre-screening assessment to be considered for the role: https://apply.select.wonderlic.com/URC3CK/Home-Science-Tools. (It will take approximately 30-40 minutes of your time.)

Primary Accountabilities:

• Repeat Customers
• Loyalty, and Reviews Management
• Organic Social Media Marketing
• Email & SMS Marketing
• Affiliate & Influencer Marketing
• Website Page Management

Primary Responsibilities:

Repeat Customers

• Create and implement annual strategy and tactics to consistently and effectively increase repeat customers and sales, including homeschool segments and other secondary segments.
• Identify and manage scorecard metrics, regularly analyzing data and making recommendations to adjust efforts where needed.
• Define and document customer journey mapping for all audience segments, with support from Content Manager as needed.
• Define and maintain KPI to measure and monitor repeat customers and sales, including AOV and repeat purchase rate.

Loyalty and Reviews Management

• Manage the customer loyalty program to ensure customers are continually aware of their rewards; works to improve conversions and repeat sales while consistently communicating loyalty program benefits to customers.
• Manage the customer referral program to leverage customer loyalty and increase referred customer acquisition.
• Manage product and website reviews process, including automated emails, settings, and staying up to date on platform changes and opportunities.
• Monitor KPI and define areas for growth in these programs, taking the lead on implementation.

Organic Social Media Marketing

• Maintain a social media calendar that aligns with the marketing campaigns and content calendar.
• Maintain an annual social media strategy and engagement KPIs across all social channels encompassing paid social advertising.
• Support the Content Manager on social post/reel concepts and creation as needed to ensure posts align with social media strategy.
• Complete outbound social engagement and social listening to inform campaign plans as needed.
• Support customer engagement with research and recommendations for paid ads and retargeting.

Email & SMS Marketing

• Define and implement an annual strategy to constantly improve email and SMS signups, list growth, revenue, and repeat customers. Research and apply best practices.
• Create, execute, and manage all flows and campaign messaging in Klaviyo. Identify how to achieve top email and SMS performance of all existing and/or new flows.
• Manage customer list segmentation to grow overall email revenue results by targeting the right customers with the right message at the right time.
• Continuously improve email and SMS marketing by applying best practices and capturing and analyzing the appropriate KPI to optimize results.
• Maintain integrity of email and SMS lists by cleaning, importing, and appending data.

Affiliate & Influencer Marketing

• Manage and execute the Affiliate & Influencer Marketing strategy.
• Design and manage Affiliate collaborations to support Marketing campaigns, managing contracts, agreements, payments, etc.
• Evaluate new Affiliate program applications and approve or deny.
• Maintain clear communication with Affiliates, which includes:
• Write, build, and send monthly HST Affiliate Newsletter
• Respond to email inquiries and requests from Affiliates

Website Page Maintenance

• Contribute to team campaign discussions to ensure landing page plans meet campaign needs while driving engagement with customers, with a keen eye toward user experience and conversion optimization.
• Build, edit, update, and maintain all website landing pages.
• Provide expertise and recommendations for use of widgets, layout options, and functionality to create an excellent user experience.
• Collaborate with eCommerce Manager to optimize user experience on landing pages for both desktop and mobile devices.
• Coordinate updates, collateral, wireframes, copy, and design needs with the Project Manager.

Secondary responsibilities:

• Contribute to team collaboration and meetings.
• Manage scorecards related to role responsibilities, consistently identifying areas for improvement.
• Manage and implement improvements to maximize loyalty program participation.
• Manage and implement improvements to maximize reviews program participation.
• Leverage Yotpo CSM to continuously monitor and improve our Loyalty and product/site review programs.
• Research, identify and contact 3-5 top affiliate candidates; sign up at least one per month.
• Coordinate affiliate/influencer communications and promotions aligned with current campaign plans and provide marketing collateral to Affiliates (3 weeks in advance).

Required Qualifications and Skills:

• Bachelor's degree in digital marketing, or equivalent related experience
• 8+ years of digital marketing experience
• Natural curiosity and interest in science
• Excellent oral and written communication skills and an ability to influence others
• Strong analytic and quantitative skills, using data to develop and measure marketing programs
• Possesses strong marketing knowledge including marketing strategy, customer journey mapping, and digital marketing channels.
• Able to think creatively and innovatively
• Experience using and editing HTML
• A self-starting team player and able to prioritize and complete multiple projects well, on time, and with proper attention to detail
• Ability to work cross-functionally with other teams
• Proficient with Microsoft Office suite, comfortable with Excel and manipulating data to perform both high-level and granular analysis
• Familiarity with email marketing platforms and strategies
• Alignment with Home Science Tools’ core values

Physical Demands & Working Conditions:

• Located in Billings, Montana
• Prolonged periods of sitting at a desk and working on a computer
• Auditory ability to listen attentively in a busy office environment
• Good close, distance and peripheral vision
• Ability to handle stressful situations such as dealing with conflict in a respectful manner

Compensation and Benefits:

• Competitive wage based on experience.
• Paid time off includes PTO and nine holidays.
• Medical and dental insurance.
• 401(k) and ESOP plan with generous company contributions.

Location: Corporate Office, Billings, Montana

Travel Required: Less than 5%

Job Type: Full Time

Career Level: Professional (Exempt)

PLEASE NOTE: If you are interested in this position, please complete our pre-screening assessment to be considered for the role: https://apply.select.wonderlic.com/URC3CK/Home-Science-Tools. (It will take approximately 30-40 minutes of your time.)