Basic Research · 1 day ago
Manager, CRM & Conversion Rate Optimization
South Jordan, UT
Full-time
Onsite
Mid, Senior Level
2+ years expBasic Research is seeking a Manager of CRM & Conversion Rate Optimization to oversee the full customer lifecycle across all DTC brands. This role focuses on driving customer retention, subscription growth, and conversion rate improvement through data-driven strategies and personalized programs.
CosmeticsHealth CareManufacturingWholesale
Hiring Manager
Francy Nelson
Responsibilities
Own the end-to-end DTC customer lifecycle (acquisition → onboarding → engagement → subscription → win-back) across all brands
Develop segmented, behavior-based lifecycle journeys that improve repeat purchase rate and LTV
Lead CRM strategy across email, SMS, and onsite experiences using Klaviyo and related tools
Own the subscription P&L and strategy across Recharge and integrated systems
Reduce churn through predictive modeling, targeted save flows, loyalty incentives, and tailored messaging
Improve subscriber onboarding, replenishment timing, upsell/cross-sell flows, and loyalty program integration
Lead CRO roadmap across product pages, landing pages, checkout, and merchandising touchpoints
Conduct structured A/B testing using analytics, heatmaps, user recordings, and hypothesis-driven experiments
Partner closely with E-Commerce, Creative, Content, and Web Dev to implement winning tests and design improvements
Implement onsite personalization strategies (offers, product recommendations, content blocks, quiz logic)
Improve customer experience consistency across web, email, SMS, and Customer Support with coordinated messaging and triggers
Collaborate with Customer Support leadership to create proactive retention experiences and feedback loops
Own lifecycle analytics, including repeat rate, cohort performance, LTV, churn, and subscription retention
Build forecasting models that inform revenue planning, promo strategy, and retention investment
Provide insights to Product, Creative, E-Commerce, and Leadership to guide strategic decisions
Partner with E-Commerce to ensure CRO tests integrate with UX improvements and web performance goals
Partner with Creative & Brand to maintain consistent messaging and high-performing content across lifecycle channels
Partner with Operations and Supply Chain to ensure subscription cadence, inventory, and fulfillment are aligned
Qualification
Required
Bachelor's degree in Marketing, Business, Analytics, or related field
2-5+ years in retention marketing, lifecycle marketing, CRM, or performance marketing
Proven experience increasing LTV, improving retention, and reducing churn in a DTC or subscription-based brand, ideally in consumer health, wellness, or beauty
Deep experience with CRM platforms (Klaviyo required), segmentation strategy, and lifecycle automation
Strong expertise in CRO testing frameworks, A/B testing tools, analytics, and UX optimization
Highly analytical with experience using Shopify Analytics, Google Analytics, and data visualization tools
Experience working cross-functionally with web teams, designers, customer support, and operations
Strong communication and leadership skills, capable of influencing across teams and managing a high-impact roadmap
Passion for health, wellness, longevity, and empowering customers to live better
Preferred
Advanced degree preferred
Company
Basic Research
Basic Research is a herbal supplement and cosmetic manufacturer that distributes innovative formulations to the health & wellness sector.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Matt Draper
Chief Financial Officer
Company data provided by crunchbase