Responsibilities

• Serve as the primary retention lead for emerging businesses, channels, and customer programs, including (but not limited to) initiatives such as Worn Wear and Direct Mail, owning the planning, briefing, testing, execution, and performance reporting of campaigns and lifecycle programs.
• Translate business needs and objectives (ex. Trade-In customer acquisition targets, revenue per mailer goals) into coordinated omni-channel retention strategies and customer touchpoints. Partner with cross-functional teams to prioritize, operationalize, and deliver programs that support customer engagement and business objectives.
• Independently build, deploy, and manage email, SMS, and customer communication programs from intake through launch, for all: campaign, lifecycle, transactional.
• Partner with retention team on audience segmentation; Own campaign setup, scheduling, QA, testing, send readiness, and campaign production timelines.
• Monitor program performance, develop recaps, share actionable insights, and identify opportunities to improve customer experiences, processes, and program effectiveness.
• Use customer insights, market research, competitive benchmarking, digital marketing trends, and evolving privacy regulations to identify opportunities that improve customer experiences, optimize workflows, and increase the effectiveness of retention marketing programs.
• Document learnings and best practices to support future program growth and scalability.

Requirements

• 3–5+ years of experience in CRM, lifecycle marketing, or retention marketing.
• Experience working with cross-channel customer communications, including email, SMS, and direct mail.
• Hands-on experience building and deploying customer marketing campaigns, journeys and transactional communications in modern ESPs (ex. Klaviyo, Iterable).
• Experience managing projects across multiple stakeholders and competing priorities.
• Strong organizational and project management skills with exceptional attention to detail.
• Experience interpreting performance data and translating insights into recommendations.
• Ability to work independently while collaborating effectively across teams.
• Experience supporting emerging business initiatives, new programs, or innovation-focused workstreams.

Benefits

• Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.