Senior Manager of Retention

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

📋 Description

• Take ownership of Klaviyo, focusing on segmentation, flows, testing, reporting, and performance.

• Oversee the calendars and execution of all lifecycle campaigns, including product, promotional, and retention initiatives.

• Lead SMS campaigns utilizing voice memos and experiment with new formats to enhance customer loyalty.

• Collaborate effectively with internal teams.

• Supervise the creative and strategic implementation of direct mail campaigns.

• Focus on retention strategies such as winbacks, churn reduction, loyalty programs, upselling, and saving initiatives.

• Work alongside the Marketing team to refine offerings, improve onboarding processes, and personalize subscriber experiences.

• Map and enhance customer journeys across various touchpoints.

• Implement behavioral segmentation to ensure messaging aligns with customer requirements.

• Monitor key performance indicators (KPIs) such as LTV, churn, deliverability, and subscription health.

• Convert insights into actionable strategies across marketing, customer experience, and product teams.

⛳️ Requirements

• 4-6+ years of experience in retention, lifecycle marketing, CRM, or subscription growth within e-commerce or consumer brands.

• Extensive knowledge of Klaviyo, including segmentation, deliverability, dynamic flows, and analytics.

• Ability to navigate Shopify with confidence.

• Familiarity with retention technology stacks including SMS, subscription platforms, and Direct Mail.

• Strong understanding of retention metrics such as LTV, CAC:LTV, churn, cohorts, repeat rates, and subscription KPIs.

• Analytical skills with proficiency in Excel/Sheets and familiarity with dashboards or business intelligence tools.

• Proven track record of scaling retention programs in a rapidly growing DTC environment.

• Experience in managing or mentoring other marketing professionals.

• Comfortable leveraging AI to enhance workflow efficiency and experimentation.

• Highly organized, detail-oriented, and operationally adept.

🏝️ Benefits

• Health insurance

• Retirement plans

• Professional development