Position SummaryWe're looking for a Retention Marketing Manager to own the customer lifecycle across email, SMS, and - soon - in-person retail and café touchpoints. You'll be the primary driver of repeat purchase behavior, building and optimizing the automated flows, campaigns, and segmentation strategy that turn first-time buyers into loyal, high-LTV customers across five distinct brands.
This role sits at the intersection of data and creative; you should be as comfortable building a segmentation strategy in Klaviyo as you are working with our art director to execute your campaign concepts.
ResponsibilitiesLifecycle & Automation
- Own and evolve all automated CRM flows in Klaviyo - welcome series, abandoned cart/checkout, post-purchase, replenishment, win-back, and VIP journeys - across all five brands
- Continuously test and refine flow logic, timing, and creative to improve conversion and revenue per recipient
Campaigns & Segmentation
- Build and manage the email/SMS campaign calendar in partnership with the marketing team
- Develop and maintain customer segmentation (behavioral, purchase history, brand affinity, VIP status) to drive increasingly personalized targeting
- Partner with the paid media team to ensure retention and acquisition efforts are aligned
Loyalty & VIP
- Build and manage a loyalty/VIP program, including gifting, early access, and recognition for high-value repeat customers
- Identify and nurture our highest-LTV segments with dedicated journeys and offers
Retail & Café Integration
- Partner with the retail team to connect in-store (and future café) customer data with digital CRM, ensuring a single view of the customer across channels
- Support clienteling efforts for the flagship store, and develop retention strategies that treat online, retail, and café as one relationship rather than three
Reporting & Analysis
- Own reporting on CRM health, deliverability, subscriber growth/opt-outs, and automation-driven revenue contribution
- Report on core retention metrics - repeat purchase rate, time to second purchase, revenue recovered from abandon flows, win-back rate - on a weekly, monthly, and quarterly cadence
- Use Shopify and Klaviyo data to identify trends and opportunities, and translate findings into action
Cross-Functional Partnership
- Work closely with the paid media manager, developer, and merchandising to ensure retention marketing reflects real-time inventory, launches, and brand priorities
- Troubleshoot and QA technical issues in CRM flows and data integrations as the primary point of contact for retention marketing operations
Required Qualifications- 4+ years of experience in retention, lifecycle, or CRM marketing, with direct ownership of automated flows and campaign strategy
- Hands-on expertise in Klaviyo (required) - building, QA'ing, and troubleshooting flows and segmentation
- Demonstrated track record improving repeat purchase rate, LTV, or similar retention metrics at a comparable or larger DTC/e-commerce business
- Strong analytical skills - comfortable pulling and interpreting data to guide strategy, not just reporting on it after the fact
- Experience managing a campaign calendar across multiple product lines or sub-brands
Strongly Preferred- Experience in jewelry, fashion, beauty, or another high-frequency, high-SKU DTC or luxury brand
- Experience connecting retail/in-person customer data with digital CRM (omnichannel retention)
- Experience building or managing a loyalty or VIP program from the ground up
- Experience with SMS platforms in addition to email
- Familiarity with Shopify analytics and reporting
