Summary of Position
We're looking for an experienced retention marketer who loves turning customer data into meaningful experiences that increase repeat purchases, customer lifetime value, and brand loyalty. This role will own the strategy, execution, testing, and optimization of our customer retention programs across email, SMS, loyalty, and direct mail. You’ll support lifecycle marketing across two distinct ecommerce brands, while designing and developing our B2b/Wholesale lifecycle marketing strategy to strengthen customer relationships across every channel. If you're excited by segmentation, automation, creative testing, and using data to drive growth, we'd love to meet you.

This role will lead the planning, execution, optimization, and reporting of:

Email Marketing
SMS Marketing
Loyalty Program
Direct Mail
Customer Lifecycle Automation

Responsibilities

Lifecycle Strategy

Own the customer retention roadmap across multiple ecommerce brands
Develop customer journeys that increase repeat purchase rate and LTV
Build segmentation strategies using purchase behavior, engagement, demographics, and customer value
Identify opportunities to improve customer experience throughout the lifecycle
Partner with b2b marketing team to support email initiatives
Collaborate with Director of Ecommerce and paid media agency to improve acquisition-to-retention handoff

Email Marketing

Build monthly email marketing calendars
Execute promotional, editorial, and triggered campaigns
Optimize subject lines, creative, offers, and messaging through A/B testing
Monitor deliverability and list health
Grow email subscriber acquisition
Partner with Senior Ecommerce Operations Manager and Marketing, and Product teams to influence merchandising, product launches, and promotional strategy.
Partner with Marketing team to incorporate brand-level storytelling and content strategy across retention channels

SMS Marketing

Develop SMS strategy aligned with promotional and lifecycle marketing
Execute campaigns and automated flows
Improve subscriber growth and engagement
Balance revenue generation with subscriber experience

Lifecycle Automation

Own and optimize automated programs including behavioral flows (welcome, abandon, post-purchase, cross-sell, loyalty, and more)
Continuously test timing, messaging, segmentation, and offers to improve performance and overall customer journey
Develop and manage an ongoing testing roadmap

Loyalty & Customer Engagement

Own the customer loyalty program
Develop campaigns that increase enrollment, engagement, and redemption
Identify opportunities to reward and recognize high-value customers
Partner with Ecommerce on customer retention initiatives

Direct Mail

Partner with Direct Mail agency to:

Manage customer segmentation and campaign planning
Coordinate with external vendors
Analyze campaign performance and incrementality
Recommend testing opportunities to improve ROI

Analytics & Reporting

Provide insights and recommendations that improve program performance.
Track and report key retention KPIs including:

Revenue by channel (email, SMS, direct, etc.)
Repeat purchase rate
Customer Lifetime Value
Email/SMS KPIs (Open Rate, Click Rate, Conversion Rate, Revenue per Recipient, List Growth, etc.)
Loyalty participation and growth
Direct mail performance

Qualifications

4–7+ years of ecommerce retention marketing experience
Strong experience with:

Email Marketing
SMS Marketing
Customer Lifecycle Marketing
Loyalty & Referral Programs
Direct Mail

Experience with Klaviyo preferred
Experience with Shopify Plus preferred
Strong understanding of customer segmentation
Comfortable analyzing campaign performance and making data-driven recommendations
Experience using or managing marketing calendars
Experience leveraging AI tools to improve segmentation, personalization, content creation, and campaign efficiency
Excellent project management skills
Strong copy and creative instincts
Highly organized with exceptional attention to detail

Learn more about this Employer on their Career Site

Lifecycle Marketing Manager