Head of CRM and Retention
On-siteWoodburn, Oregon, United States
Job Summary
Own the CRM and retention strategy across email and SMS, building and optimizing customer lifecycle journeys including welcome, abandonment, post-purchase, replenishment, and win-back programs. Manage Klaviyo flows, campaigns, segmentation, testing, and reporting to create personalized experiences that increase engagement and lifetime value. Develop segmentation strategies, build reporting frameworks, and turn data into actionable insights while collaborating with Growth, Ecommerce, Brand, and Creative teams. Explore loyalty, VIP, subscription, and replenishment opportunities to drive repeat purchases and long-term growth within a premium DTC ecommerce brand.
Required Qualifications
- Strong hands-on CRM, Retention or Lifecycle Marketing experience within a DTC ecommerce business
- Advanced Klaviyo experience
- Experience building and optimising retention programmes that drive repeat purchase and customer lifetime value
- Strong commercial awareness and analytical skills
- Comfortable operating strategically while remaining hands-on in delivery
- Experience with Shopify or Shopify Plus
- Excellent stakeholder management and cross-functional collaboration skills
Desired Qualifications
- Experience within beauty, personal care, wellness, fragrance or another premium consumer brand
- Experience scaling retention within a high-growth DTC business
- SMS marketing experience
- Exposure to loyalty, subscription or VIP programmes
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