Customer Retention Manager Position Available In Montgomery, Pennsylvania

Job Description:

As the Retention Manager, you will directly contribute to thecompany’s success by ensuring customers remain engaged and loyal,driving repeat purchases, and increasing overall LTV for theecommerce brand portfolio. Cardio Partners, a division of Sarnova,is a national leader in emergency prevention and an ardent advocatein the fight against Sudden Cardiac Arrest (SCA). Cardio Partnersoffers complete cardiac solutions to our customers includingequipment, consultation, end-to-end training, and programmanagement. As an authorized master distributer of all FDA-approveddefibrillator devices, the company provides customers thebest-in-class value for new and recertified equipment. Customers’emergency preparedness needs are met via Cardio Partners’nationwide CPR training courses and state-of-the-art programmanagement services. 100% remote opportunity for Non-Central Ohiobased candidates

Summary :

The Retention Manager is a strategicrole within the e-commerce team, dedicated to retaining existingecommerce customers, maximizing their lifetime value (LTV), andensuring their continued engagement within our CRM pipeline. Thisrole focuses on creating and executing data-driven retentionstrategies through email and direct CRM channels, segmentationanalysis, save/win-back campaigns, and proactive management ofexpiring parts or services. The Retention Manager will collaboratewith cross-functional teams to enhance customer loyalty, reducechurn, and optimize the customer journey for ecommerce brands.

Organizational Impact:

As the Retention Manager, you will directlycontribute to the company’s success by ensuring customers remainengaged and loyal, driving repeat purchases, and increasing overallLTV for the ecommerce brand portfolio. Your expertise in CRM,segmentation, and win-back strategies will help mitigate churn,address expiring product needs, and support sustainable revenuegrowth. By keeping customers active in the pipeline, you strengthenthe foundation for long-term business success.

Essential Duties andResponsibilities:

• Develop and implement CRM-based retentionstrategies using email, SMS, and direct communication channels
• Analyze customer segmentation data to identify key cohorts andtailor campaigns that drive engagement and loyalty
• Create andexecute save/win-back campaigns targeting at-risk or inactivecustomers, ensuring timely re-engagement
• Manage proactiveoutreach for expiring parts or services, ensuring timelycommunication to maintain customer satisfaction and repeat business
• Monitor and optimize retention metrics, including churn rate,repeat purchase rate, LTV, and engagement levels
• Leverage A/Btesting to refine campaign effectiveness and implement data-drivenimprovements
• Collaborate with marketing, product, and customerservice teams to design personalized offers, messaging, andretention workflows
• Maintain and optimize the CRM system toeffectively track customer behavior, automate communications, andsupport segmentation analysis
• Generate reports on retentionperformance, providing insights and recommendations to keystakeholders
• Stay updated on retention and CRM best practices,tools, and industry trends to continually enhance strategies
• Manage associates; assign tasks, manage workloads and provide cleardirection
• Set performance goals, conduct reviews and provideconstructive feedback
• Mentor and train employees to enhance theirskills and career growth

Skills/Experience Required:

• Bachelor’sdegree in Marketing, Business, Data Analytics, or a related field
• 5 years of experience in customer retention, CRM management, or arelated role, with strong preference for experience in ane-commerce environment with focus on high AOV, long lifecycle, orhealthcare businesses.
• Proficiency in CRM tools (e.g.,Salesforce, HubSpot, or similar platforms) and email marketingplatforms (e.g. Klaviyo or similar)
• Strong analytical skills withthe ability to interpret customer data and turn insights intoactionable strategies
• Experience with A/B testing, segmentation,and personalization techniques
• Knowledge of customer lifecyclemanagement and strategies to increase customer loyalty and LTV
• Excellent organizational and project management skills to handlemultiple initiatives simultaneously
• Strong proficiency with Exceland Google Sheets
• Strong communication and collaboration skills,with the ability to work effectively across teams
• Aresults-oriented mindset with a passion for improving the customerexperience
• Proven supervisory experience and industry-specificknowledge preferred
• Strong sense of ethics, confidentiality andintegrity Sarnova is an Equal Opportunity Employer.

We offer acompetitive salary, commensurate with experience, along with acomprehensive benefits package, including 401(k) Plan.

EEO/M/F/Veterans/Disabled. Our mission is to be the best partnerfor those who save and improve patients’ lives. Excellence indelivering upon our mission is dependent upon having a diverse teamthat is empowered to bring their full, authentic self to work eachday. We strive to create a workplace that reflects the communitieswe serve, and we are passionate about creating an inclusiveworkplace that promotes and values diversity.