Responsibilities

• Lifecycle Strategy
• Own the customer retention roadmap across multiple ecommerce brands
• Develop customer journeys that increase repeat purchase rate and LTV
• Build segmentation strategies using purchase behavior, engagement, demographics, and customer value
• Identify opportunities to improve customer experience throughout the lifecycle
• Partner with b2b marketing team to support email initiatives
• Collaborate with Director of Ecommerce and paid media agency to improve acquisition-to-retention handoff
• Email Marketing
• Build monthly email marketing calendars
• Execute promotional, editorial, and triggered campaigns
• Optimize subject lines, creative, offers, and messaging through A/B testing
• Monitor deliverability and list health
• Grow email subscriber acquisition
• Partner with Senior Ecommerce Operations Manager and Marketing, and Product teams to influence merchandising, product launches, and promotional strategy.
• Partner with Marketing team to incorporate brand-level storytelling and content strategy across retention channels
• SMS Marketing
• Develop SMS strategy aligned with promotional and lifecycle marketing
• Execute campaigns and automated flows
• Improve subscriber growth and engagement
• Balance revenue generation with subscriber experience
• Lifecycle Automation
• Own and optimize automated programs including behavioral flows (welcome, abandon, post-purchase, cross-sell, loyalty, and more)
• Continuously test timing, messaging, segmentation, and offers to improve performance and overall customer journey
• Develop and manage an ongoing testing roadmap
• Loyalty & Customer Engagement
• Own the customer loyalty program
• Develop campaigns that increase enrollment, engagement, and redemption
• Identify opportunities to reward and recognize high-value customers
• Partner with Ecommerce on customer retention initiatives
• Direct Mail
• Partner with Direct Mail agency to:
• Manage customer segmentation and campaign planning
• Coordinate with external vendors
• Analyze campaign performance and incrementality
• Recommend testing opportunities to improve ROI
• Analytics & Reporting
• Provide insights and recommendations that improve program performance.
• Track and report key retention KPIs including:
• Revenue by channel (email, SMS, direct, etc.)
• Repeat purchase rate
• Customer Lifetime Value
• Email/SMS KPIs (Open Rate, Click Rate, Conversion Rate, Revenue per Recipient, List Growth, etc.)
• Loyalty participation and growth
• Direct mail performance

Requirements

• 4–7+ years of ecommerce retention marketing experience
• Strong experience with:
• Email Marketing
• SMS Marketing
• Customer Lifecycle Marketing
• Loyalty & Referral Programs
• Direct Mail
• Experience with Klaviyo preferred
• Experience with Shopify Plus preferred
• Strong understanding of customer segmentation
• Comfortable analyzing campaign performance and making data-driven recommendations
• Experience using or managing marketing calendars
• Experience leveraging AI tools to improve segmentation, personalization, content creation, and campaign efficiency
• Excellent project management skills
• Strong copy and creative instincts
• Highly organized with exceptional attention to detail