RETENTION & LIFECYCLE

FOR DTC BRANDS WITH SOUL.

NEW YORK CITY-BASED MARKETER WITH A KNACK FOR building THOUGHTFUL LIFECYCLE EXPERIENCES & WINNING RETENTION STRATEGIES. I HELP EARLY BRANDS THAT WANT STAYING POWER WIN CUSTOMERS FOR LIFE. 

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DATA-DRIVEN LIFECYCLE

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DTC SUBSCRIPTION MODELS

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EMAIL & SMS STRATEGY

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CUSTOMER JOURNEY MAPPING

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SEGMENTATION & TARGETING

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STRATEGIC PERSONALIZATION

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LOYALTY & REFERRALS

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DELIVERABILITY OPTIMIZATION

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TESTING & EXPERIMENTATION

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CRM PLATFORM MANAGEMENT

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COPYWRITING & MESSAGING STRATEGY

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CUSTOMER INSIGHTS

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FOCUS GROUPS & SURVEYING

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ONBOARDING & ACTIVATION

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CHURN ANALYSIS & REDUCTION

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CUSTOMER RETENTION & ADVOCACY

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DIRECT MAIL CAMPAIGNS

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COHORT ANALYSIS

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WINBACK & RE-ENGAGEMENT FLOWS

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CLV OPTIMIZATION

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RFM ANALYSIS

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PREORDER & LAUNCH COMMS

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RETENTION METRICS & KPIS

✸ DATA-DRIVEN LIFECYCLE ✸ DTC SUBSCRIPTION MODELS ✸ EMAIL & SMS STRATEGY ✸ CUSTOMER JOURNEY MAPPING ✸ SEGMENTATION & TARGETING ✸ STRATEGIC PERSONALIZATION ✸ LOYALTY & REFERRALS ✸ DELIVERABILITY OPTIMIZATION ✸ TESTING & EXPERIMENTATION ✸ CRM PLATFORM MANAGEMENT ✸ COPYWRITING & MESSAGING STRATEGY ✸ CUSTOMER INSIGHTS ✸ FOCUS GROUPS & SURVEYING ✸ ONBOARDING & ACTIVATION ✸ CHURN ANALYSIS & REDUCTION ✸ CUSTOMER RETENTION & ADVOCACY ✸ DIRECT MAIL CAMPAIGNS ✸ COHORT ANALYSIS ✸ WINBACK & RE-ENGAGEMENT FLOWS ✸ CLV OPTIMIZATION ✸ RFM ANALYSIS ✸ PREORDER & LAUNCH COMMS ✸ RETENTION METRICS & KPIS

MY WHEELHOUSE

  • From transactional emails to interactive SMS flows, I’ve transformed fragmented touchpoints into seamless, insight-led journeys that drive retention and brand love.

  • I’ve elevated email and SMS from “keep the lights on” channels to powerful levers for storytelling and relationship-building. I pair holistic vision with hands-on experimentation to keep programs high impact and always evolving.

  • From detailed lifecycle campaigns to strategic onboarding initiatives, I bring a full-spectrum approach to building retention programs that are rooted in customer behavior, optimized through testing, and built to scale.

  • I cut my teeth building CX programs from scratch and approach every strategy through a customer-first lens. I’ve launched loyalty & referral programs, transformed pain points driving churn, and strengthened brand trust through post-purchase experiences that deliver.

  • WHETHER BUILDING A MULTI-LEVEL CX ORG OR A SPECIALIZED, WHITE-GLOVE RETENTION TEAM, I KNOW WHAT IT TAKES TO DO THE WORK AND ASSEMBLE THE RIGHT PEOPLE TO SCALE IT. I'M PASSIONATE ABOUT NURTURING STANDOUT TALENT WHILE KEEPING TEAMS LEAN, THOUGHTFUL, AND AGILE.

SEE MY WORK

REFERENCES

  • At each stop on my career journey, I only hope that I'm lucky enough to work with 1-2 people who are so unbelievably fantastic that they make my job a success and a pleasure; lift up all of those around them; and become someone in my professional "forever" crew of people who I'd give anything to work with again; do anything for; and hope to know just that long — forever. For my time at Sundays for Dogs, Madison was one of those people! Madison's kindness is matched also by her creativity, smarts, resolve and ability to read the room and understand all of the strategy and nuance involved in a situation. She is someone who would both take an idea from me and RUN with it...and even more often, come up with the best ideas without even that spark from anyone else. She is impact personified. 

    JOE GILGOFF
    AG1, DAILY HARVEST, & SEATGEEK

  • I had the privilege of managing Madison at Sundays for Dogs, but more than that, I’ve had the joy of working alongside her as a true partner. She’s one of the most genuine, intuitive, and thoughtful people I’ve ever worked with. Madison brings a rare mix of creativity, empathy, and strategic thinking to everything she does. She deeply understands the customer and uses that insight to craft thoughtful, on-brand lifecycle experiences that are both beautifully executed and business-driving. She’s mastered the balance of putting the customer first while making smart decisions that build brand trust and drive revenue. She’s incredibly smart, fun to work with, and someone I’d work with again in a heartbeat.

    Bea Minges
    Sr. Director of Lifecycle Marketing at ARMRA

  • Over my time at Terra Kaffe, I had the absolute pleasure of working alongside Madison. She is incredibly well spoken, a confident leader and mentor, deliberate in her words and actions, and wildly strategic. Madison sets the bar high on what being a true leader means and never shies short of excellence in all she does. I’ve learned endlessly from her leadership style and am grateful to have worked alongside her these past few years. I’ve witnessed Madison lead strategic projects that champion our customer and brand, help build the Customer Experience department from the ground up, spearhead an employee resource group, work cross-functionally to bring SOPs forward, research and onboard new tools, among countless other initiatives.

    Delaney Doria
    Sr. Brand & Creative Strategy Manager At SoundCloud