Responsibilities

• Build and execute a retention roadmap that increases repeat purchase rate, purchase frequency, cross-category adoption, and customer lifetime value.
• Identify the highest-impact opportunities across onboarding, second-purchase conversion, cross-sell, loyalty, and win-back.
• Develop customer journeys that reflect gardening seasonality, product ownership, and customers’ evolving needs.
• Partner with the Growth Director to set retention goals, prioritize investments, and forecast existing customer revenue.
• Own the strategy and execution of email, SMS, and other relevant lifecycle channels, including automated journeys and promotional campaigns.
• Build segmented, personalized experiences based on purchase history, engagement, customer value, and lifecycle stage.
• Strengthen post-purchase journeys through product education, timely recommendations, and content that helps customers succeed in their gardens.
• Manage the retention calendar, balancing education, product discovery, seasonal demand, and promotional activity.
• Establish strong standards for deliverability, audience health, consent, and communication frequency.
• Analyze customer cohorts to understand repeat purchase patterns, time to second purchase, category progression, and lapse risk.

Requirements

• 5+ years of experience in retention, lifecycle, CRM, or customer marketing, including ownership of retention programs for a DTC or e-commerce business.
• A demonstrated track record of improving repeat purchase behavior, existing customer revenue, or customer lifetime value.
• Hands-on expertise with email and SMS platforms such as Klaviyo or comparable tools, including automation, segmentation, testing, and reporting.
• Strong analytical skills and experience using cohort analysis and customer data to prioritize growth opportunities.
• A clear understanding of contribution margin, promotional economics, and the trade-offs between short-term revenue and long-term customer value.
• The ability to translate customer insights into compelling messaging, relevant offers, and thoughtful lifecycle experiences.
• Strong cross-functional collaboration and project management skills.
• Comfort moving between strategy, execution, and performance analysis in a fast-paced environment.

Preferred

• Experience in gardening, home, outdoor living, or other categories with seasonal demand and longer purchase cycles.
• Experience with Shopify, loyalty platforms, customer data tools, or subscription programs.
• Experience designing incrementality tests or working with BI tools and SQL.
• A personal interest in gardening and helping customers build confidence as they grow.

Benefits

• Flexible Paid Time Off.
• 12 PTO days per year, accrued bi-weekly, with incremental increases annually.
• 7 paid Holidays.
• 401k contribution match of 4%.
• Comprehensive Medical, Dental, Vision, and Life insurance plans. The Company pays 100% of premiums for its employees for Dental, Vision, Life, and select Medical plans.
• Toll Roads Allowance of $100 per month for hybrid employees.
• Phone Allowance of $50 per month.
• Professional Development reimbursement.
• Company-sponsored breakfasts and lunches.
• We offer great culture, supportive leadership, engaging activities, employee appreciation, and other perks that make every day at work more rewarding!