Responsibilities

• Retainion and Lifecycle Marketing: Develop and lead Graffeo's retention strategy, including all email and customer/prospect communications.
• Design and improve the end-to-end customer journey from first purchase through long-term loyalty.
• Build lifecycle programs across email, direct mail, and other relevant channels.
• Lead campaign creation across the customer lifecycle, from strategy and segmentation through copy, design, and send.
• Build moments of surprise and delight into the journey that turn buyers into brand advocates.
• Apply proven retention practices without resorting to transactional or off-brand customer experiences.
• Research and Insights: Give us a clear-eyed view of why we win and lose customers.
• Build and run a market research toolkit: surveys, focus groups, and landing page variations.
• Create nuanced behavioral segments — not just subscriber/non-subscriber — that interoperate with our advertising and analytics tools (Lifetimely, Meta, AI tools) and improve the efficiency of our marketing spend.
• Create a feedback loop between customer insights and marketing efforts.

Requirements

• Meaningful experience in lifecycle, CRM, retention, loyalty, or subscription marketing.
• Experience owning customer journeys for a DTC, e-commerce, membership, or recurring-purchase business.
• Strong command of Klaviyo and Shopify.
• Experience with subscription platforms; Graffeo uses Loop.
• Hands-on experience with email marketing, segmentation, automation, and experimentation.
• Experience designing and running customer research — surveys, interviews, focus groups — and translating findings into action.
• Strong written communication skills and the ability to create persuasive, brand-appropriate email content.
• Analytical ability, including cohort analysis, dashboard building, and customer lifetime-value measurement.
• Taste. You know the difference between a retention program that builds a premium brand and one that erodes it.
• Sound judgment and sensitivity to the details that shape a premium consumer experience.

Preferred

• Experience in food, beverage, supplements, beauty, wellness, pet, or another habitual-purchase category is helpful.