Loyalty and Retention Manager

The Loyalty and Retention Manager for Amazfit North America will own strategy and execution of customer retention and loyalty programs for rapidly growing Amazfit smartwatch sports and fitness wearables.

Using Klaviyo-based CRM, email marketing, SMS, DTC email sign-up, and similar, you will introduce and measure effective ways to cause customers to return and convert. You will participate in cross-team projects to improve retention using SEM/SEO blog, DTC cart CRO and AOV growth, and introduce new lead gen programs using your knowledge of customer segmentation and content response optimization.

You will be responsible for developing and executing a customer retention strategy across the full customer journey from the collection of an email, to new-to-brand onboarding and welcome flows, product recommendation personalization, post-purchase engagement, product review solicitation, and lapsed customer reactivation campaigns. You will collaborate with marketing teams to improve lead in-person email collection at sporting events and on DTC webpages, and introduce new ways to collect in market in lifestyle emails.

Your extensive experience testing content, copy, and segments will be leveraged to decrease the time to first conversion, increase repeat purchases, grow lifetime value (LTV), and create and develop new customer centric value propositions for email sign-ups. This role requires a demonstrable advanced understanding of email flow optimization using data analysis combined with an empathetic personal participation in sports, fitness, and use of wearable technology.

Klaviyo will be your CRM platform to build customer flows, test content, optimize automation of email, and introduce and shape the voice of SMS campaigns. From these you will develop a robust segmentation matrix of target audiences based on products go-to-market goals, engagement behaviors, and borth to death lifecycle messages. Your strategic and evolving roadmap will be documented and clear to non SMEs and used to guide our brand in best-in-class loyalty and conversion of prospects.

The ideal candidate will be a data driven thinker with advanced Klaviyo ESP experience, and be familiar with DTC and Amazon-driven ecommerce models. If you have a history of balancing eye catching storytelling visuals with authentic copy using data-based decisions this is the ideal role for you. If you are looking to join a positive and supportive team culture that gives high levels of independence in trade for high productivity and a passion for sports, health, and wellness, you have found your place.

• 5+ years of experience in CRM, retention marketing, or email based lifecycle marketing, within a DTC ecommerce environment.
• Expert-level proficiency with Klaviyo
  , including segmentation, automation flows, A/B testing, deliverability optimization, and reporting.
• A test-and-learn mindset
  , continually optimizing based on experiments, insights, and performance.
• Excellent communication skills and a talent for crafting clear, concise, messaging and summaries.
• Strong understanding of customer segmentation strategy
  , including onboarding, post-purchase flows, win-back campaigns, and churn prevention.
• Proven ability to own retention and reactivation strategy end-to-end
  , from concept to execution to analytics.
• Deep comfort working and interpreting data analytics
  , customer behavior insights, and performance dashboards to guide decisions.
• Demonstrated ability to build personalization strategies using dynamic content, behavioral triggers, and advanced segmentation.
• Passion for fitness, sports, and wearable technology
  , for an understanding of what motivates users to maintain healthier lifestyles.
• Self-directed, proactive, and comfortable operating with high autonomy in a fast-paced growth environment.

• 401K & Matching
• Other Benefits

Zepp Health is an Equal Opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know. In your application, please feel free to note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).

Mid-Senior level

Full-time

• Marketing
• Computers and Electronics Manufacturing

Los Angeles, CA $-$ 1 month ago