Responsibilities

• Channel Ownership and Performance: Own email, SMS, loyalty, and direct mail channels; drive measurable improvements in repeat customer KPIs, achieve financial targets, and meet customer-level goals through data-driven strategies.
• Planning and Roadmapping: Develop and maintain a comprehensive calendar, roadmap, and learning agenda for retention programs, including email, SMS, direct mail, loyalty, and customer lifecycle initiatives.
• Performance Monitoring: Track, analyze, and report on campaign metrics weekly and monthly, providing actionable insights to inform strategy and optimize performance.
• Partner and Platform Management: Lead third-party platforms and partners (e.g., email/SMS providers, direct mail vendors, loyalty tools, and agencies) and oversee daily support and projects.
• Strategy Development: Create and optimize email and SMS strategies to support product launches, retention, loyalty, segmentation, and lifetime value growth; implement cross-sell, upsell, and loyalty programs to increase repeat purchases and deliver exceptional customer experiences.
• Execution and Deployment: Set up, schedule, and deploy email/SMS programs with flawless execution and on-time delivery, supported by third-party agencies; build automated email roadmaps for key lifecycle touchpoints.
• Creative Collaboration: Submit strategic creative briefs for campaign assets and copy; work cross-functionally with design and content teams to define requirements and bring strategies to life.
• Process Optimization: Establish brand best practices for campaign strategy and asset requests; develop new processes to enhance cross-functional collaboration; maintain email/SMS list health, deliverability, and compliance with regulations like CAN-SPAM and GDPR.
• Testing and Innovation: Lead A/B testing roadmaps to refine campaigns, boost engagement, and improve financial outcomes; evaluate and launch new channels and programs to improve performance.
• Cross-Functional Support: Assist the eCommerce team with site content QA and campaign launches as needed, ensuring seamless integration across channels

Requirements

• 6+ years of experience in eCommerce or digital marketing for a high-growth consumer brand
• Strong experience managing and optimizing multi-channel retention programs (email, SMS, loyalty, direct mail) in a fast-paced environment
• Proven success driving strong growth for CRM channels
• Demonstrated success collaborating with creative, design, and cross-functional teams to execute campaigns effectively
• Ability to prioritize and manage multiple complex projects simultaneously, with impeccable attention to detail
• Excellent verbal and written communication skills, paired with high adaptability and a passion for continuous learning
• Required: Experience with Klaviyo (ESP); Preferred: Attentive (SMS platform)
• Familiarity with Shopify/Shopify Plus or similar CMS platforms
• Knowledge of email deliverability best practices, CAN-SPAM, GDPR, and basic HTML coding
• Flexibility to work PDT business hours, with occasional support for off-hours campaign launches

Preferred

• Attentive (SMS platform)

Benefits

• Equity
• Cell phone stipend
• Paid, Equal Parental Leave for Birth, Non-Birth, and Adoptive Parents
• Comprehensive medical, dental and vision coverage
• Flexible Time-Off Policies
• 401(k)
• Life Insurance
• FunHaus Event