About the position
Our client is seeking a Customer Retention Manager to join their team. This is a new role created due to the growth of their women's lifestyle e-commerce focused brand. The Customer Retention Manager will be responsible for developing and executing strategies through various channels including Email, SMS, Print, and Mobile App. This role includes analyzing customer behavior, identifying trends, and creating campaigns to grow a loyal subscriber base, retain customers, drive repeat purchases, increase lifetime value, and create best-in-class digital experiences for customers. The ideal candidate has a strong understanding of customer behavior, excellent analytical skills, and experience in building successful retention campaigns. They will be comfortable leading and executing initiatives and demonstrate strong project management capabilities. This is a full-time position with the option of remote work for candidates with the appropriate experience and must be able to conduct business during EST time zone. This newly created role aims to achieve improved customer LTV (lifetime value) by increasing orders per customer and dollars per customer, overall customer satisfaction, and margins with personalization and segmentation. The role can be remote but periodic visits to the home office in Florida will be beneficial for optimal communication and involvement. This role reports into the Head of Digital. The salary for this position ranges from $115K to $125K plus benefits.
Responsibilities
- Analyze customer behavior and identify trends that impact customer retention.
- Develop and execute retention strategies to increase customer engagement and loyalty.
- Utilize customer data to develop insights that will improve retention efforts.
- Monitor and report on key performance metrics to measure the effectiveness of retention initiatives.
- Continuously research and stay up to date on industry trends and best practices related to customer retention.
- Create targeted campaigns and offers to retain customers and reduce churn.
- Create segmentation strategies for each retention channel (Email, SMS, App).
- Build and execute core segments for Email, SMS, and App.
- A/B test campaigns and implement key learnings.
- Test and schedule Emails, Text Messages, and Push Notifications.
- Build more recurring communications across site behavior and customer journey.
- Strategize overall messaging and asset strategy based on core segments.
- Work closely with the marketing team to develop personalized and relevant communications for customers.
- Collaborate with the customer service team to resolve customer issues and improve satisfaction.
- Weekly check-ins and point of contact for retention channel client success managers.
- Assist with the mobile app shopping experience.
- Report on full Email and SMS programs.
- Report on website segmentation efforts and A/B tests.
- Work within Daaisty and Klaviyo CDP (Customer Data Platform) for building segments and reports.
- Manage sign-up form management, A/B testing, and segmenting.
- Involved with platforming off of Bluecore (2025) and possibly Attentive (2026).
- Assist with launching and ongoing management of the loyalty program.
- Create strategies for positive and negative reviewers.
- Develop a program to improve all customer experiences, making loyal customers feel special and unhappy customers want to return.
- Manage, optimize, and A/B test the program.
- Integrate the program into other channels.
Requirements
- Bachelor's degree in marketing, business, or a related field.
- Minimum of 3-5 years of experience in retention marketing or a related field.
- Experience in analyzing customer behavior and developing retention strategies.
- Strong analytical skills and experience using customer data to drive insights and decision-making.
- Excellent communication and collaboration skills with the ability to work cross-functionally with marketing, operations, and customer service teams.
- Project management skills with the ability to prioritize and manage multiple projects simultaneously.
- Proficient in using customer data and analytics tools.
- Experience with email marketing platforms and loyalty programs.
- Experience in Klaviyo, Attentive (SMS), and Shopify is a plus.
- Proficient in SEO copywriting is a plus.
- Experience working for a digitally native/ecommerce centric brand is a plus.
Nice-to-haves
- Experience in Klaviyo, Attentive (SMS), and Shopify is a plus.
- Proficient in SEO copywriting is a plus.
- Experience working for a digitally native/ecommerce centric brand is a plus.
