Email and Retention Specialist

Hillberg & Berk, a Canadian owned, women‑led, purpose driven jewellery brand, is seeking an Email & Retention Specialist to own and scale our lifecycle marketing program - Email, SMS and Loyalty Program. This role is critical to driving repeat purchase, increasing customer LTV, tier progression and deepening brand engagement across email, SMS, and loyalty.

You’ll be responsible for both strategy and execution, from building high-performing automated flows to optimizing campaign performance and our loyalty program. This is a highly collaborative role, working closely with Marketing, Product, eCommerce, and Client Experience to ensure our retention channels feel thoughtful, brand forward, and commercially impactful.

• Own end-to-end email and SMS strategy and execution, including campaign planning, build, QA, deployment, and post-campaign analysis
• Build, optimize, and scale lifecycle automation (welcome, abandon cart, post-purchase, re-engagement, loyalty, win-back, etc.)
• Lead the loyalty program strategy and execution, partnering with cross-functional teams to drive engagement, tier progression, and retention economics
• Collaborate closely with Digital, Marketing and Product to align launches, storytelling, and promotional moments across retention channels
• Use data and insights to continuously test, learn, and optimize (A/B testing, segmentation, timing, offers, creative)
• Own performance reporting and insights across key KPIs such as repeat rate, AOV, LTV, engagement, and redemption
• Ensure all communications reflect H&B’s brand voice, values, and premium positioning

• 3–5 years of hands‑on experience managing email and SMS programs in a DTC or retail environment
• Experience working with or managing a loyalty program
• Strong executional skills, you’re comfortable building, testing, and launching campaigns yourself
• Highly collaborative mindset with experience working cross‑functionally with marketing, product, and creative teams
• Data‑driven with strong analytical and problem‑solving skills
• Organized, detail‑oriented, and able to manage multiple initiatives in a fast‑paced environment

• Experience with Klaviyo (strong asset)
• Experience with Loyalty Lion or similar loyalty platforms (asset)
• Familiarity with eCommerce platforms (e.g., Shopify Plus) and analytics tools

Preferred locations - Vancouver, Toronto, Calgary

New

$65,000 - $75,000. In addition to base salary, we also offer a competitive bonus program, benefits, and total rewards package. If your experience does not meet or exceeds these role requirements, this salary band may be adjusted accordingly in the event that an employment offer is made.

We are a customer and employee centric business with ambitious growth plans. We are excited about the future of delighting our customers, innovating our product, growing our business along with our people and empowering women in the process. If you have a learning mindset, would like to pursue growth and development in your career and want to work for a business with an authentic motivation to do good in the communities we serve, a role at H&B might be an exciting change for you!

Hillberg & Berk is dedicated to providing an inclusive, diverse and equitable work environment representative of the communities in which we operate, while creating a culture where all employees can show up, participate and contribute as their authentic selves. This commitment applies to all candidates and employees regardless of their race, creed, religion, colour, sex, sexual orientation, marital status, family status, disability, gender identity or expression, physical size or weight, age, nationality, ancestry, or place of origin.

Requests for accommodation can be made due to disability or any other protected characteristic at any time during the recruitment process by contacting People & Culture.