Responsibilities

• Own and scale the retention program across email, SMS, push, and triggers to drive returning revenue.
• Manage monthly and weekly content plans, audience segmentation, and tech stack, including Klaviyo, Attentive, and PushOwl.
• Identify AI-enabled opportunities to improve performance and partner with creative for content execution.
• Segment and test campaigns; design A/B tests and measure impact on engagement and LTV.
• Maintain the subscription program and ensure brand-aligned, on-brand touchpoints.
• Track retention health metrics (LTV, churn, engagement) and report to CMO and leadership.
• Collaborate with cross-functional teams to reflect premium positioning in every interaction.
• Own end-to-end content workflow with the creative team from briefing to deployment.
• Ensure high-value customer segments are identified for personalized, white-glove follow-up.
• Understand luxury branding and preserve brand values across communications.

Requirements

• 4–6 years in retention, lifecycle marketing, or CRM at a luxury, lifestyle, or consumer brand.
• Proven track record of driving returning revenue via email and SMS.
• Hands-on experience with Klaviyo and SMS; strong segmentation, reporting, and personalization.
• Experience managing list health, deliverability, and data hygiene with compliance knowledge.

Preferred

• Experience owning and scaling subscription programs.
• Experience in luxury goods, retail or hospitality.