CRM & Retention Manager
About Princeton Medspa Partners (PMP) Princeton Medspa Partners is the leader in acquiring and growing aesthetic and cosmetic medical clinics in the country – focusing on fueling the growth of traditional medspas, cosmetic dermatology, plastic surgery, and functional medicine clinics. We are industry outliers with an unprecedented team of aesthetic pioneers and thought leaders who bring decades of experience and proven track records to every partnership. Princeton Medspa Partners is guided by core values of agility, teamwork, result-focused, and positive mindset. We are committed to helping aesthetic medical clinics shape our collective future that will open new doors for your brand and for the people who make your aesthetic medical clinics special!
About the Role
We’re looking for data-driven, -obsessed CRM & Retention Manager to lead lifecycle marketing across our portfolio of MedSpas, with a strong focus on Email and SMS. This role will own the strategy, execution, and optimization of retention programs across the full patient lifecycle, driving revenue by maximizing patient lifetime value through retention, frequency, and upsell/ cross sell. You will operate within our centralized marketing team, reporting to the CMO, and partner closely with our Growth Team (call center), clinic managers, operations, and our data agency to deliver fully integrated, performance-driven lifecycle programs. This position is remote and can be located anywhere in the U.S.
Key Responsibilities
Lifecycle Strategy & Execution
- Own and execute PMP’s lifecycle marketing strategy across Email & SMS
- Build and optimize automated journeys including
- Lead nurture & missed opportunity recovery
- Appointment booking & reminders
- Post-visit follow-ups
- Rebooking
- Cross Sell and Upsell opportunities
- Membership & loyalty engagement
- Win-back and reactivation campaigns
- Manage campaign calendar across clinics, aligning with promotions, memberships, and local initiatives Clinic-Level CRM Strategy
- Tailor lifecycle and CRM strategies by clinic, accounting for local market dynamics, patient mix, provider specialties, and performance
- Partner with clinic managers and call center manager to ensure campaigns are locally relevant and operationally executable
- Balance centralized best practices with clinic-specific customization to maximize performance Performance & LTV Optimization
- Own core retention KPIs
- Retention rate, LTV, rebooking rate, frequency, churn reduction
- CTR, CVR, deliverability, revenue per
- Drive LTV growth through improved rebooking cadence, cross-service adoption (injectables, laser, skincare), and membership penetration
- Continuously test and optimize messaging, timing, offers, and segmentation
- Monitor list health, compliance, and deliverability Data, Attribution & Insights
- Partner with PMP’s data agency to enhance lifecycle reporting, attribution, and incrementality measurement
- Collaborate on LTV modeling, cohort analysis, and advanced segmentation strategies
- Leverage PMP’s CDP to personalize messaging and trigger campaigns based on real-time behavior (calls, bookings, treatments, no-shows)
- Deliver clear, actionable reporting tied to revenue impact Qualifications
- 3–6+ years of experience in retention, lifecycle, or CRM marketing
- Hands-on experience with Email & SMS platforms (GHL preferred; Klaviyo, Braze, Iterable, etc. a plus)
- Strong analytical skills with experience in data and reporting tools
- Experience building and optimizing automated lifecycle journeys
- Proven track record of driving revenue through retention channels
- Excellent project management and cross-functional communication skills What Success Looks Like
- Increased patient LTV driven by higher retention, average ticket, frequency, and membership adoption
- Improved 1–3 month rebooking rates and overall patient lifecycle performance
- Scalable, automated lifecycle programs integrated across CGT and clinic operations
- Clear, data-backed insights that inform marketing, operations, and growth strategy Apply Now If your excited about joining a growing marketing team as a CRM & Retention Manager, where you’ll lead data-driven Email and SMS lifecycle campaigns that drive patient engagement, loyalty, and revenue across our MedSpa portfolio, we'd love to hear from you! Princeton MedSpa Partners is an Equal Opportunity Employer. We are committed to creating an inclusive environment that respects and values diversity. We do not discriminate on the basis of race, color, national origin, gender, gender identity, sexual orientation, religion, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws. Apply To this Job