CRM Specialist, Retention

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.

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

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

• 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.

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