Senior Manager of Retention

📋 Description

• Take ownership of Klaviyo: including segmentation, flows, testing, reporting, and performance analysis.

• Coordinate calendars and execution for all lifecycle campaigns—covering product, promotions, and retention strategies.

• Spearhead voice memo SMS campaigns and experiment with new formats to enhance customer loyalty.

• Collaborate closely with the internal team.

• Supervise the creative and strategic execution of direct mail initiatives.

• Focus on retention strategies: implementing winbacks, reducing churn, fostering loyalty, upselling, and saving efforts.

• Work alongside Marketing to refine offerings, enhance onboarding experiences, and personalize interactions for subscribers.

• Map and refine customer journeys across various touchpoints.

• Utilize behavioral segmentation to ensure messaging aligns with customer needs.

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

• 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 for e-commerce or consumer brands.

• Extensive expertise in Klaviyo, including segmentation, deliverability, dynamic flows, and analytics.

• Capability to “get a little dangerous” with Shopify.

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

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

• Analytical skills—proficient in Excel/Sheets and comfortable working with dashboards or business intelligence tools.

• Proven track record of scaling retention programs in a high-growth direct-to-consumer (DTC) environment.

• Experience in managing or mentoring other marketers.

• Comfortable using AI to enhance workflow efficiency and experimentation.

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

🏝️ Benefits

• Health insurance

• Retirement plans

• Professional development