CRM Manager – Retention Specialist, eCommerce, DTC

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Take ownership of and implement the CRM and customer retention strategy through email marketing and lifecycle campaigns.

• Create, oversee, and enhance Klaviyo campaigns, flows, and customer segmentation.

• Enhance welcome, post-purchase, replenishment, and win-back customer journeys.

• Analyze customer behaviors, purchasing patterns, and retention opportunities.

• Craft targeted campaigns aimed at boosting repeat purchases and customer lifetime value.

• Utilize cohort analysis, A/B testing, and holdout testing to assess retention performance.

• Monitor deliverability rates, unsubscribe metrics, spam complaints, and overall customer engagement.

• Optimize email frequency, offers, and messaging while safeguarding contribution margin.

• Tailor lifecycle communications for customers in the Netherlands/Belgium, UK, and US markets.

• Communicate customer insights with Paid Media, Creative, CRO, and Customer Support teams.

• Track retention KPIs, report on performance, and continually refine lifecycle campaigns.

⛳️ Requirements

• Demonstrable experience in CRM, lifecycle marketing, email marketing, or customer retention in the eCommerce/DTC sector.

• Robust hands-on experience with Klaviyo and Shopify platforms.

• Proven track record of enhancing repeat purchase rates, retention, and customer value.

• Comprehensive knowledge of email automation, segmentation strategies, and lifecycle flows.

• Experience analyzing customer cohorts, purchase frequency, lifetime value (LTV), and retention performance.

• Capability to assess campaign performance beyond just attributed email revenue and open rates.

• Understanding of email deliverability, consent management, and list hygiene practices.

• Commercial insight into discount costs, contribution margin, and incremental revenue.

• Highly organized, proactive, and confident in taking ownership of strategy and execution.

• Located in the Netherlands and able to collaborate during EU working hours.

• Experience in supplements, health and wellness, or subscription-based eCommerce (preferred).

• Background in developing replenishment and win-back campaigns for repeat-purchase products (preferred).

• Familiarity with holdout testing and measuring incremental retention (preferred).

• Experience localizing email campaigns for European and US markets (preferred).

• Experience collaborating with cross-functional growth and creative teams (preferred).

🏝️ Benefits

• Long-term career opportunity.

• Chance to work across four international markets.

• Flexible remote work arrangement.

• Collaborative environment during EU business hours.

• Join a fast-paced, performance-oriented team focused on sustainable growth.