Background

MìLà has experienced unparalleled growth since its founding, selling over 25 million soup dumplings! After quickly moving past product-market fit and driving new customer demand, we've turned our attention to retention. The current program is in its infancy and this role has the opportunity to provide an outsized impact at one of the fastest-growing Food & Beverage companies. Our customers already love our product – now we need to capitalize on it! This role has a meaningful opportunity for upward mobility and people management

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Job Summary

Reporting directly to our Co-Founder, we're looking for a Head of Retention Marketing to lead the ideation, implementation, and measurement of CRM strategies to maximize customer satisfaction and lifetime value for MiLa. This role will spearhead the buildout of our Email/SMS programs, establish our loyalty and referral programs to help drive both acquisition & retention, and oversee customer segmentation, lifecycle marketing analysis, and related insights. The ideal candidate will thrive in a fast-paced and results-driven environment, is hard working, is a natural leader who works with a strong sense of urgency, and is enthusiastic about helping us achieve our mission, as well as our business goals.

You'll be expected to

• Lead the strategy, development, and successful execution of a robust retention marketing program to drive growth, replenishment/cross-sell, and LTV. Leverage a multi-channel approach with an emphasis on email marketing, SMS, and onsite messaging
• Implement programs for customer onboarding, lifecycle management (campaign & trigger), and win-back initiatives
• Launch and scale customer loyalty and referral programs to further drive LTV and brand ambassadorship
• Develop segmentation research and accompanying personas for marketing campaigns and lifecycle flows
• Own and report on retention, cohort analyses, and LTV to the leadership team
• Oversee external vendor relationships related to CRM, loyalty, and database management and manage related marketing budget
• Opportunity to oversee Customer Service depending on background and experience

Who you are

• 7+ years of CRM experience with a consumer-focused brand (Food & Beverage / CPG experience preferred, but not required)
• Proven track record of scaling retention and loyalty against aggressive goals
• Well-grounded in direct marketing metrics, segmentation, data analysis, and response measurement
• Experienced in CRM technology management, with an understanding of marketing and operational databases, segmentation, and campaign management.
• Deep knowledge of Email (Klaviyo) and SMS (Attentive / Postscript)
• Ability to toggle between high-level strategy and digging into the details
• An appreciation of brand & creative and how to marry the analytical with the qualitative
• Comfortable presenting to all levels of management and effectively communicating analyses and findings
• An innovative and entrepreneurial mindset that can thrive in a highly ambiguous and fast-paced environment

Why you should join us?

• Stock options: this position is eligible to participate in the company's equity program (high-growth start-up)!

• Employer-funded health benefits including medical, dental, and vision insurance. The company covers 75% of employee premiums & 25% of dependent premiums

• Voluntary/optional employee-paid group insurance for Life & AD&D (with guarantee issue amounts at time of hire), Hospital, and Short Term Disability

• Great company culture with an ENPS score in the 80s+! Learn more about our History, Mission, and Core Values:https://eatmila.breezy.hr/

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