Retention Marketing Manager
On-siteChicago, Illinois, United States
Job Summary
Own and evolve all automated CRM flows in Klaviyo, including welcome series, abandoned cart, post-purchase, replenishment, win-back, and VIP journeys, while continuously testing logic and creative to improve conversion and revenue per recipient. Build and manage the email/SMS campaign calendar and customer segmentation strategy to drive personalized targeting across five distinct brands, partnering with paid media to align retention and acquisition efforts. Develop and manage a loyalty/VIP program with gifting and early access, while connecting in-store and future café customer data with digital CRM to support clienteling and treat online, retail, and café as one relationship. Report weekly, monthly, and quarterly on CRM health, subscriber growth, automation-driven revenue, and core retention metrics such as repeat purchase rate and win-back rate.
Required Qualifications
- 4+ years of experience in retention, lifecycle, or CRM marketing, with direct ownership of automated flows and campaign strategy
- Hands-on expertise in Klaviyo (required) — building, QA'ing, and troubleshooting flows and segmentation
- Demonstrated track record improving repeat purchase rate, LTV, or similar retention metrics at a comparable or larger DTC/e-commerce business
- Strong analytical skills — comfortable pulling and interpreting data to guide strategy, not just reporting on it after the fact
- Experience managing a campaign calendar across multiple product lines or sub-brands
Desired Qualifications
- Experience in jewelry, fashion, beauty, or another high-frequency, high-SKU DTC or luxury brand
- Experience connecting retail/in-person customer data with digital CRM (omnichannel retention)
- Experience building or managing a loyalty or VIP program from the ground up
- Experience with SMS platforms in addition to email
- Familiarity with Shopify analytics and reporting
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