Location: Corporate Headquarters - Pompano Beach, FL

Position Type: Full-Time, In-Office

As our digital business continues to grow, we are seeking a strategic, analytical, and customer-focused Lifecycle Marketing & Retention Manager to lead the development and execution of customer retention strategies that strengthen brand loyalty, maximize customer lifetime value, and drive sustainable revenue growth.

This role will own the end-to-end customer lifecycle across SpringStepShoes.com, creating personalized customer experiences that drive acquisition, engagement, retention, and long-term loyalty. Working closely with eCommerce, Creative, Merchandising, Customer Service, and Performance Marketing, you will leverage Shopify, Klaviyo, SMS marketing, automation, segmentation, and data-driven insights to build meaningful customer relationships while increasing repeat purchases, average order value, and overall profitability.

What You'll Do

Lifecycle Marketing Strategy & Customer Journey Management (35%)

• Own the end-to-end customer lifecycle strategy across SpringStepShoes.com, developing personalized customer journeys that increase customer retention, repeat purchases, and customer lifetime value.
• Develop and optimize automated lifecycle programs including Welcome Series, Browse Abandonment, Cart Abandonment, Checkout Abandonment, Post-Purchase, Review Requests, Replenishment, Win-Back, VIP, Birthday, Anniversary, and Sunset campaigns.
• Build customer segmentation strategies based on purchase behavior, browsing activity, engagement, geography, product affinity, and customer value.
• Identify opportunities to improve customer engagement throughout every stage of the customer journey.
• Develop lifecycle strategies supporting seasonal campaigns, new product launches, promotions, and customer milestones.
• Partner with the eCommerce Experience Specialist to ensure lifecycle marketing aligns with onsite customer experiences and conversion initiatives.
• Continuously evaluate and improve customer journeys using behavioral data, testing, and performance

Email & SMS Marketing (35%)

• Develop, execute, and optimize email and SMS marketing campaigns using Klaviyo and SMS marketing platforms.
• Own the promotional email and SMS calendar in partnership with Marketing and Merchandising.
• Create highly personalized campaigns utilizing dynamic content, segmentation, behavioral triggers, and customer preferences.
• Develop and optimize automated email and SMS flows that improve customer engagement and revenue.
• Conduct ongoing A/B testing of subject lines, messaging, creative, calls-to-action, timing, audience segmentation, and automation workflows.
• Monitor deliverability, list health, subscriber growth, and engagement metrics while maintaining email and SMS best practices.
• Collaborate with Creative to ensure all lifecycle communications align with Spring Step Shoes' premium brand positioning.
• Ensure compliance with all applicable email and SMS marketing regulations and best practices.

Loyalty, Customer Engagement & Personalization (15%)

• Support and optimize customer loyalty, referral, and rewards initiatives designed to increase customer retention and long-term engagement.
• Develop customer segmentation strategies supporting personalized product recommendations and customer experiences.
• Manage review generation initiatives and customer feedback programs.
• Identify opportunities to improve customer engagement through personalized experiences and loyalty initiatives.
• Partner with Customer Service to identify recurring customer concerns and develop lifecycle initiatives that improve customer satisfaction.
• Assist in evaluating and implementing new lifecycle marketing technologies, personalization tools, and customer engagement platforms.

Reporting, Analytics & Business Insights (10%)

• Contribute to the overall success, growth, and profitability of the Spring Step Shoes direct-to-consumer business.
• Support eCommerce marketing initiatives including promotional campaigns, email marketing, SMS marketing, landing page optimization, and SEO improvements.
• Work with all Spring Footwear departments to ensure quality and timely support of the B2C business.
• Assist with implementation and optimization of new technologies, tools, and website enhancements.
• Perform other duties as assigned.

Innovation & Cross-Functional Collaboration (5%)

• Contribute to the overall growth and profitability of the Spring Step Shoes direct-to-consumer business.
• Partner closely with eCommerce, Creative, Merchandising, Customer Service, and Performance Marketing to ensure a consistent customer experience across all channels.
• Stay informed on lifecycle marketing trends, customer engagement strategies, AI technologies, and industry best practices.
• Identify opportunities to improve internal processes, marketing automation, personalization, and customer communications.
• Perform other duties as assigned.

What We're Looking For

Required Qualifications

• 3-5 years' experience managing lifecycle marketing, customer retention, or CRM marketing for an eCommerce or direct-to-consumer brand.
• Hands-on experience with Shopify and Klaviyo required.
• Experience managing email and SMS marketing campaigns, automation, segmentation, and customer lifecycle strategies.
• Strong understanding of customer lifecycle marketing, customer journey mapping, personalization, and customer retention best practices.
• Experience developing automated marketing flows including welcome, abandoned cart, post-purchase, win-back, and loyalty campaigns.
• Experience creating customer segments based on behavioral, transactional, and demographic data.
• Strong understanding of A/B testing methodologies and campaign optimization.
• Experience with Google Analytics 4 (GA4) and marketing performance reporting.
• Advanced Microsoft Excel skills including Pivot Tables, XLOOKUP/VLOOKUP, reporting, and analysis.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written communication skills with strong attention to detail.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Ability to translate customer insights into actionable marketing strategies.

Preferred Qualifications

• Experience with Attentive or similar SMS marketing platforms.
• Experience managing customer loyalty, referral, and rewards programs.
• Experience with personalization platforms and product recommendation technologies.
• Familiarity with Shopify Plus.
• Experience with AI-powered marketing tools and customer segmentation platforms.
• Experience within footwear, fashion, apparel, or consumer retail eCommerce.
• Experience collaborating with Creative, Merchandising, and eCommerce teams to execute integrated customer marketing initiatives.

What Success Looks Like

Success in this role means creating highly personalized customer experiences that strengthen brand loyalty, increase customer lifetime value, improve retention and repeat purchase rates, and drive measurable revenue growth through best-in-class lifecycle marketing, automation, and customer engagement strategies.

We offer:

• Competitive wages and benefits
• Company paid Holidays and Vacation
• Profit sharing program
• Advancement opportunities

If you're passionate about lifecycle marketing, customer engagement, and using data-driven strategies to build lasting customer relationships, we'd love to hear from you.

JOB CODE: ECOM-LCM-MNG