Senior Manager, Retention

Senior Manager, Retention

Kate Spade

New York, NY, US

Since its launch in 1993 with a collection of six essential handbags, Kate Spade New York has always been colorful, bold, and optimistic. Today, it is a global lifestyle brand that designs extraordinary things for the everyday, delivering seasonal collections of handbags, ready-to-wear, jewelry, footwear, home décor, and more. Known for its rich heritage and unique brand DNA, Kate Spade New York offers a distinctive point of view and celebrates communities of women around the globe who live their perfectly imperfect lifestyles.

Kate Spade New York is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

We’re seeking a strategic and data-driven Senior Manager of Retention to lead our Email, SMS, and Consumer Lifecycle Marketing efforts. This role is pivotal in driving customer engagement, loyalty, and lifetime value through personalized, timely, and relevant communications across owned channels.

This role will own the end-to-end strategy and execution of lifecycle programs, working cross-functionally with Creative, Product, Analytics, and Marketing teams to deliver best-in-class retention experiences.

• Develop and lead the overall retention strategy across Email, SMS, and other owned channels.
• Design and optimize lifecycle journeys including onboarding, win-back, reactivation, and loyalty programs.
• Own segmentation strategies to deliver personalized messaging based on behavioral, transactional, and demographic data.
• Oversee campaign planning, calendar management, and execution for Email and SMS.
• Partner with creative and content teams to ensure messaging aligns with brand voice and drives engagement.
• Manage A/B testing and experimentation to continuously improve performance.
• Analytics & Optimization
  • Define KPIs and reporting frameworks to measure campaign effectiveness and customer retention.
  • Analyze performance data to uncover insights and inform future strategies.
  • Collaborate with Analytics teams to build predictive models and customer scoring.
• Cross-Functional Collaboration
  • Work closely with Product, Buying, Digital, and Customer Experience teams to ensure seamless customer journeys.
  • Partner with Acquisition and Brand teams to ensure consistent messaging across the funnel.
• Manage relationships with ESPs, SMS platforms, and other Martech vendors.
• Stay current on industry trends and emerging technologies to drive innovation.
• Team Management
  • Direct development plan and provide oversight of 3x team members (2x Associates & 1x Coordinator)

• 6+ years of experience in a digital marketing role, experience in email marketing required. An equivalent combination of work experience and education will be considered.
• Experience with a large scale ESP is required; SFMC experience preferred
• Understanding of email fundamentals: CAN-SPAM, segmentation, list/data extension management, KPIs, etc.
• Experience in HTML/CSS/AMPScript preferred
• Advanced Excel skills (VLOOKUP, Pivot Tables, SUMif statements, etc.)

• Strong analytical and project management skills
• Detail oriented with focus on delivering results
• Self-starter, takes initiative, with the ability to juggle multiple priorities
• Ability to partner with multiple cross functional teams
• Excellent oral and written communication skills

• Courage
  :
  Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity
  :
  Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in…