Retention Marketing Specialist

Job Summary

As our Retention Marketing Specialist/Manager
, you’ll own the full lifecycle of our existing customers building strategies and programs that increase repeat purchase, reduce subscription churn, and re-engage lapsed users. The main focus of this role is to optimize the Lifetime Value of a customer. You’ll blend creative CRM thinking with analytical rigor to improve retention KPIs across email, SMS, Subscription, Membership, and owned channels. This role sits within the Growth team and partners closely with Creative, Design, Operation, and Product teams to ensure that every touchpoint drives deeper brand love and customer value,which translates into increased LTV.

• Conceptualize, develop and execute retention campaigns that drive repeat purchase, subscription renewal, and customer lifetime value
• Manage CRM programs (email, SMS, loyalty, push) with clear customer segmentation, testing, and performance measurement
• Analyze churn drivers across all touchpoints - including initial acquisition product and payment format- and create targeted win-back strategies for lapsed and at-risk customers and subscribers
• Drive higher subscription repeat across the business and thus grow subscription as a % of total revenue
• Track purchase cohorts across time, product, marketing channel, and other identifiers to monitor LTV health, and suggest upstream optimizations to marketing team
• Partner with Data & Product to identify behavioral triggers and develop personalized communications that drive brand engagement
• Collaborate with Creative and Design teams for email and owned communication channels
• Utilize your deep understanding of retention metrics, including repeat purchase rate, churn rate, order frequency, active subscriber base, and CRM performance, in order to optimize and extend LTV
• Design and run A/B tests across messaging, cohorts, and promotions to continually improve customer performance

• 3–7 years of retention or CRM experience at a DTC brand (luxury, beauty, wellness, or lifestyle preferred)
• Deep understanding of lifecycle marketing, segmentation, and customer journeys.
• Proven experience working with Shopify Plus
• Experience with CRM platforms (Klaviyo, Attentive) and analytics tools (Google Analytics, Looker, or Tableau)
• Analytical thinker with strong communication skills and able to turn insights into actionable programs
• Excited by brand storytelling and building emotional loyalty, not just discount-driven retention
• Thrives in a fast-moving, creative environment and loves testing, learning, and optimizing
• Excellent project management and stakeholder communication skills.
• Deep knowledge of subscription models, as well as subscription-specific retention strategies
• Knowledge loyalty programs, and personalization strategies.