Senior Manager, CRM & Loyalty

OUAI means “yes” in that casual, Parisian way. We’re here to give you the confidence to win life YOUR OUAI. Our Hair, Body, and Fragrance products were created for effortless routines and nourishment from head to toe. Founder Jen Atkin’s simple philosophy – “Life is hard. Looking good should be easy.” We don’t use sulfates or parabens—just the good stuff, just for you. Oh yeah and btw, we smell as good as we look. Our product categories, ranging from hair care and body care to fragrances, supplements, and merch, reflect this commitment to easy, effective, and enjoyable self-care. Join us on this journey where 'OUAI' is not just a word; it's a lifestyle." 

What’s it like to work here? 

Our culture is driven by our brand ethos (fun, purposeful and approachable) and our 5 Culture Codes. (1.) We Aren’t Afraid to Go First. (2.) We Don’t Compete, We Collaborate. (3.) We Ask Questions to Find the Best Answers. (4.) We Keep It Real In a OUAI That Feels Kind. (5.) We Go All The OUAI With Work and Play.

Our flexible trust-based culture is rooted in respect, empathy and compassion and is driven by employees who love doing great work and care deeply about the brand and each other. 

OUAI does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

About the role: 

We are seeking a seasoned CRM + Loyalty Sr. Manager who is passionate about driving retention and developing innovative initiatives that engage, convert, and retain customers. Reporting to the Director of Growth + Retention, this person will own the vision and execution of OUAI’s customer lifecycle — building strategies that transform new customers into loyal advocates.

What you’ll do: 

CRM Strategy & Execution

• Own the strategy and calendar for all email and SMS marketing programs, balancing long term initiatives to drive retention with near term needs — from product launches and seasonal campaigns to retention flows and loyalty communications.
• Develop and optimize customer journeys across lifecycle stages (welcome, repurchase, winback, etc.).
• Define segmentation strategy to deliver personalized, high-converting communications.
• Partner with Growth and Digital teams to connect CRM insights to paid media and site experiences.
• Track, measure, and evaluate results of email and SMS marketing programs and develop understanding of what resonates and doesn't with the OUAI customer. 
• Identify and measure KPIs that ladder up to business goals, with ongoing efforts to continuously analyze data, identify trends, and implement optimizations.
• Become a subject matter expert in customer behavior and help with evolving our segmentation and customer communication strategy to deliver a personalized and relevant customer experience.
  

Data & Platform Ownership

• Serve as the business lead for OUAI’s CRM tech stack, including ESP, SMS platform (Klaviyo/Postscript), subscription (Recharge), loyalty platform and integration tools.
• Partner with Director of Growth + Retention and Digital team to evaluate, select, and potentially onboard a Customer Data Platform (CDP) — ensuring seamless data flow, audience unification, and personalization enablement.
• Refine KPIs, reporting frameworks, and test-and-learn agendas for lifecycle programs.
  

Creative & Collaboration

• Own the relationship with digital creative and copy teams for email briefing, creating and editing email content, writing/approving copy, and organizing digital assets and uploading into email deployment tool.
• Partner with the Creative team to ensure OUAI’s tone of voice and visual identity come through in every touchpoint.
• Collaborate cross-functionally with Digital and Brand teams to develop clear stories that showcase product attributes, encourage cross category purchases, and drive repeat purchases for new product launches, annual promotions, seasonal events, and more.
• Follow industry trends and competitor practices with regards to broadcast marketing emails, SMS, personalized marketing, and more to stay ahead of best practices and make recommendations to improve the business.
  

What you'll bring: 

• 6–8+ years of CRM or Lifecycle Marketing experience in DTC, ideally within beauty, lifestyle, or consumer goods.
• A commitment to asking questions to find the best answers. 
• Proven success driving retention and revenue through email/SMS programs.
• Deep familiarity with ESPs (Klaviyo) and SMS platforms (Postscript) and loyalty platforms.
• Excellent analytical skills and experience with data-driven decision-making.
• Experience with (or strong curiosity about) CDPs such as Segment, mParticle, or Amperity.
• Collaborative, curious, and excited to build meaningful relationships with OUAI’s community.
• Creative thinker with a track record of building successful retention marketing campaigns.
• Strong communication and collaboration skills.
• Desire to learn, grow and mentor. 

• Annual Base Salary Range is $115,000 - $125,000K (based on experience) + potential for yearly bonus
• Medical + Dental + Vision
• Unlimited PTO
• 25+ Paid Holidays
• Matching 401k program
• Quarterly OUAI Product Stipend + Employee Discounts
• Flex Fridays
• Employee HSA and FSA
• Charity matching and education reimbursement
• Hybrid work reimbursement
• Move Your OUAI (Exercise Reimbursement)

Immigration Sponsorship is not available for this role. OUAI does not sponsor candidates for non-immigrant visas or permanent residency except in some areas that in OUAI’s sole discretion require highly specialized backgrounds.