Seeking an experienced Retention Manager to oversee and execute all email and SMS campaigns and lead brand’s retention and customer engagement strategies.
You will be Responsible for
Oversee customer retention programs to drive engagement, CLTV, and loyalty and deliver “returning customers” goals and revenue
Manage and grow our email and SMS marketing programs
Define and execute daily/weekly email/SMS calendar in alignment with the company’s marketing calendar to achieve revenue goals and by engaging customers with targeted, relevant content
Define and manage customer segmentation, and execute targeted tactics by segment to increase engagement, value, retention
Design and manage sign up flows
Design and manage post-purchase, post sign up flows
Design and execute lapsed/lost customer reactivation flows
Design and execute VIP/high value customer engagement flows
Design and execute cross sell flows
Analyze and provide insight into customer behavior in collaboration with the E-Commerce Analyst
Report on list growth, weekly/monthly email performance, subscribers and customer database performance, cohort, and testing results
Partner with the Brand Marketing Manager to help build compelling storytelling for email/SMS and direct mail
Define, manage, and execute VIP/Loyalty programs/CRM programs
What We’re Looking For
5+ years as Retention, Email Marketing or CRM Manager
Proven ability to design and execute campaigns directly within an email platform
Hands-on experience improving retention and hitting KPI’s such as: list growth, retention rate, customer lifetime value, repeat revenue contribution, revenue per customer growth
Excellent understanding of data, analytics, cohort model, retention metrics, segmentation
Experience with web analytics reporting tools (e.g., Google Analytics / GA4)
Bachelor’s degree in related field or equivalent experience