Responsibilities

• Architect the Retention Roadmap: Partner with the Director to define the strategic direction of our nurture ecosystem, focusing on recurring revenue, repeat purchase frequency, and long-term engagement.
• Optimize the Loyalty Program: Lead the messaging and engagement strategy for our "built-from-scratch" loyalty programs, ensuring "smile-sparking" rewards at every touchpoint.
• Post-Purchase & Education Mastery: Own the journey after the first order, including transactional messaging, product education, and "how-to" onboarding to ensure customer success.
• Scale Personalization & ML: Shape how we use machine learning (such as churn risk, propensity modeling, and recommendation ranking) to deliver high-value, personalized communications.
• Win-Back & Reactivation: Design and optimize automated re-engagement, replenishment, and win-back flows to mitigate churn and bring "hibernating" customers back into the fold.
• Community & Advocacy: Leverage reviews and social proof to build brand equity and foster a community that customers are proud to belong to.
• Collaborate & Experiment: Partner cross-functionally with Creative, CS, Merchandising, and Site teams to operationalize continuous A/B testing that improves the repeat user lifecycle.
• Cross-Sell & Up-Sell Strategy: Utilize purchase history and AI to recommend the next best product, driving higher AOV and deeper account adoption.

Requirements

• Experience: 5+ years in Lifecycle Marketing, CRM, or Growth, with a proven track record in retention and loyalty strategy for a D2C or e-commerce brand.
• Strategy First: Ability to build strategic roadmaps and learning agendas that drive measurable LTV growth.
• Analytical Mindset: Expert-level knowledge of A/B testing and the ability to translate complex data into actionable insights.
• Tech-Savvy: Experience with major customer engagement platforms (e.g., Klaviyo, Iterable, Bloomreach) and loyalty infrastructure.
• ML Fluency: Comfort working with data teams to productize machine learning models like churn prediction or recommendation engines.
• Communication: An excellent communicator who can align diverse stakeholders—from Customer Service to Merchandising—around shared retention outcomes.
• The "Little Sleepies" Spirit: A proactive self-starter who thrives in a collaborative, fast-paced environment and isn't afraid to innovate.

Benefits

• Health, dental, and vision insurance
• Paid time off, vacation
• Sick days
• Paid holidays
• Short and long-term disability
• Life insurance
• 401(k)
• Employee Assistance Program
• Flexible Spending Accounts
• Home office stipend