Retention Specialist

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

📋 Description

• Design, develop, and implement marketing campaigns and automated flows for email, SMS, MMS, web browser push, and app push, overseeing the process from initial concept to final execution and performance evaluation.

• Create and execute strategies tailored to specific customer segments and RFM (Recency, Frequency, Monetization) groups, aiming to elevate customers to higher tiers on a monthly basis.

• Generate engaging and personalized content that enhances user interaction, conversion rates, and revenue growth across all retention channels.

• Formulate comprehensive strategies covering the full marketing funnel (TOFU, MOFU, BOFU, and Retention) to achieve growth and revenue goals, guiding customers through every phase of their journey.

• Craft persuasive copy and calls to action for email, SMS, and push notifications, and design and format emails using templates, HTML/CSS, or Klaviyo's drag-and-drop tools as necessary.

• Collaborate with design, innovation, graphic, video production, brand management, and ecommerce teams to ensure all visual content and messaging adhere to brand standards and campaign objectives.

• Create and oversee growth strategies for affiliate programs, brand ambassadors, partnerships, and content creators.

• Leverage customer data to segment audiences and deliver tailored messaging through Klaviyo, Shopify Audiences, and Triple Whale Audiences.

• Execute A/B and multivariate testing to optimize content, subject lines, sending times, layouts, and targeting strategies consistently.

• Track, analyze, and report on key performance metrics—including open rates, CTR, conversion rates, ROAS/ROI, CLV, and revenue forecasts—daily, weekly, monthly, quarterly, and annually to the marketing department, leadership, and CEO.

• Create and manage a detailed marketing calendar that integrates cohesively across all platforms and channels, aligning with brand voice, aesthetics, and messaging.

• Develop and implement strategies and programs for customer retention that aim to boost loyalty, diminish churn, and enhance cohort performance.

• Identify critical touchpoints throughout the customer journey to improve the overall experience and encourage repeat purchases approximately every 30–60 days.

• Design and oversee the TLF Loyalty Rewards Membership program using RIVO, incorporating point systems, reward tiers, perks, and engagement strategies.

• Formulate and implement incentive strategies to encourage desirable customer behaviors, enhance LTV, and improve the transition from first to second purchase in the new customer acquisition journey.

• Explore and implement new referral programs, app rating initiatives, and product review programs to significantly boost engagement.

• Work in partnership with marketing, ecommerce, product, sales, and customer service teams to align campaigns with the overall strategy and gather actionable insights.

• Utilize cross-sell and upsell opportunities based on customer profile data across all touchpoints—onsite, post-purchase, in-app, and through retention channels.

• Conduct market research to stay informed about industry trends, competitor strategies, and emerging opportunities.

• Manage retention-related budgets to maximize ROI, ensuring all activities stay within financial objectives and are adjusted based on market insights.

• Ensure all campaigns adhere to applicable regulations such as CAN-SPAM, GDPR, and DMARC, and perform regular audits to maintain operational efficiency and effectiveness.

• Stay updated with industry best practices and emerging technologies, including AI tools, to continually enhance retention and lifecycle marketing initiatives.

• Implement and manage Shopify Plus Tags and Shopify Flows with a strong understanding of their logic and application.

⛳️ Requirements

• At least 10 years of hands-on experience in managing, publishing, executing, and optimizing email, SMS, and push campaigns and automated flows.

• Minimum of 10 years of experience with tools such as GA4, Google Search Console, Google Trends, Google Tag Manager, Google Merchant Feed, Pixels, SEMrush, Triple Whale, Shopify Plus, Okendo, Trustpilot, Google Reviews, Shop App, and Shop App Advertising.

• At least 5 recent years of experience in D2C consumer marketing for an apparel brand, including full-funnel optimization.

• Highly skilled in Klaviyo for email and SMS/MMS marketing, including segments, lists, flows, campaigns, and analytics.

• Strong proficiency in RFM segmentation strategy, setup, and execution, with a focus on advancing customers into new tiers monthly.

• Familiarity with push notification platforms like PushOwl, Klaviyo, and Aimtell.

• Highly proficient in Triple Whale and Asana for project, task, and OKR management.

• Expert-level proficiency in Microsoft Excel, including advanced formulas and analysis of large datasets.

• Proficient in Shopify Plus, particularly in tags and flows logic and implementation.

• Solid experience with A/B testing and multivariate experiments.

• Strong understanding of pixel implementation and tracking UTMs.

• Basic knowledge of HTML/CSS for email design purposes.

• Proficient in graphic design tools and asset creation, including Figma, Photoshop, Illustrator, InDesign, Adobe Premiere, After Effects, and MidJourney.

• Familiarity with AI tools such as ChatGPT and Claude (Anthropic) for content creation and image/video generation.

• Proficient in creating and delivering PowerPoint presentations to departments and leadership.

• Strong quantitative, analytical, and problem-solving abilities with a fact-based decision-making approach.

• Excellent written and verbal communication skills, with the capacity to influence and persuade with diplomacy and tact.

• Highly organized, detail-oriented, and adept at managing multiple projects concurrently with minimal supervision.

• Strong time management skills and the ability to collaborate effectively across various departments and teams.

• Sales and KPI forecast-driven mindset for daily, weekly, monthly, quarterly, and annual evaluations.

🏝️ Benefits

• Full-time position with flexible hours (Monday–Friday, 8/9 AM – 5/6 PM).

• Annual performance review with the potential for a salary increase of up to 5%, based on performance, work ethic, organizational skills, and overall contribution to the team.

• Opportunity to work with a recognized and rapidly growing apparel brand that has an established digital and loyalty ecosystem.