Customer Retention & Engagement Coordinator

About Kirna Zabte

Kirna Zabte is a 360 fashion experience offering a curated collection of designer fashion in stores and on KirnaZabete.com. Since 1999, Kirna Zabte has created a style mecca where customers can browse the runways most covetable looks through our uniquely vibrant retail spaces and digital flagship. We currently have retail locations in Soho, Madison Ave, East Hampton, Palm Beach, Miami, Bryn Mawr, and Nashville.

Role Summary

The Retention & Engagement Coordinator is responsible for the day-to-day execution and optimization of Kirna Zabtes retention marketing strategy, with a focus on strengthening customer loyalty, improving repeat purchase behavior, and supporting the full 360 customer journey across both digital and physical touchpoints.

This role is ideal for a retention-focused marketer passionate about customer segmentation, lifecycle strategy, and delivering best-in-class communication via email and SMS. The Coordinator will act as a customer champion, ensuring that all outreach supports the brand experience while driving measurable retention performance.

Key Responsibilities

Retention Marketing & Lifecycle Execution

• Own the end-to-end execution of daily email and SMS campaigns, ensuring flawless QA, accuracy, and on-time delivery.
• Build and optimize lifecycle journeys, including welcome series, post-purchase flows, replenishment messaging, VIP engagement, reactivation, and winback programs.
• Maintain retention documentation and workflows to ensure alignment across merchandising, creative, and e-commerce priorities.
• Continuously monitor customer behavior and identify opportunities to improve lifecycle communication across the customer journey.
• Write all marketing copy, ensuring it aligns with brand tone and reinforces Kirnas luxury positioning across all customer touchpoints.

Customer Segmentation & Database Health

• Be an expert on the make-up of our customer database and develop segmentation strategies that improve ROI and customer engagement.
• Maintain the health of our email and SMS lists, ensuring we engage valuable customers while protecting deliverability.
• Create targeted outreach strategies for key customer segments, including VIP customers, new customers, high-intent browsers, and lapsed customers.
• Use customer data to support personalization efforts and improve the relevance of messaging over time.
• Perform RFM analysis quarterly to evaluate retention strategy performance and customer quality trends.

Customer Engagement & Omni-Channel Strategy

• Support the 360 customer experience by partnering with store teams and leadership on customer engagement initiatives and evolving our clienteling app strategies.
• Create event-driven retention messaging in conjunction with Store Directors to support store initiatives, activations, and local customer outreach.
• Collaborate with store teams and clienteling partners to identify additional customer outreach opportunities that strengthen loyalty and retention.
• Help inform the business about customer personas and shopping behavior across both in-store and online experiences.

Reporting, Analytics & Optimization

• Track and monitor retention KPIs, including repeat purchase rate, returning customer revenue, email/SMS engagement, unsubscribe rates, and segment performance.
• Compile weekly retention reports highlighting performance trends, key takeaways, and opportunities for improvement.
• Translate performance data into actionable recommendations, including A/B testing strategies, segmentation improvements, and lifecycle flow optimization.
• Deliver insights that help inform merchandising strategy and customer engagement decisions across the organization.

Cross-Functional Collaboration & Creative Workflow

• Collaborate closely with the E-Commerce Coordinator and Graphic Designer to ensure assets, product priorities, and campaign storytelling are properly represented.
• Write and support campaign messaging, including subject lines, email copy, and retention-focused communication aligned with merchandising priorities.
• Coordinate with the creative team to brief campaign needs, maintain deadlines, and ensure final execution meets Kirna standards.
• Ensure strong communication and alignment across internal teams, including customer service, merchandising, store leadership, and e-commerce.

Customer Service Partnership & Feedback Loop

• Partner with the Customer Service lead to monitor customer feedback, identify pain points, and help improve customer experience.
• Assist with escalations related to e-commerce and retention communications when needed.
• Use customer feedback and performance insights to recommend improvements in customer-facing policies, messaging, and service workflows.

Qualifications

• 35 years of experience in retention marketing, lifecycle marketing, CRM, or customer engagement.
• Strong experience executing retention programs across email and SMS.
• Proficiency in Klaviyo is required.
• Strong analytical mindset with comfort reviewing and interpreting campaign performance data.
• Experience working in a fast-paced e-commerce environment, ideally within fashion, luxury, or premium consumer retail.
• Strong organizational skills and ability to manage multiple deadlines and cross-functional priorities.
• Strong written communication skills and attention to detail.
• Curious, proactive, and excited to stay ahead of retention trends and best practices.

Personal Attributes

• Customer-obsessed with a passion for understanding shopping behavior and improving loyalty.
• Highly detail-oriented with a strong quality bar for execution.
• Comfortable working independently while collaborating across teams.
• Excited by segmentation, personalization, and continuous improvement.
• Start-up mentality: eager to move quickly, learn constantly, and contribute beyond assigned responsibilities.

What Success Looks Like in This Role

• Strong retention performance driven by improved lifecycle flows and segmentation.
• A consistently healthy and engaged email/SMS database.
• Clear reporting and insights that influence decision-making across e-commerce and merchandising.
• Seamless execution of daily campaigns with strong brand consistency and operational excellence.
• Improved customer engagement across both online and store experiences.

Location: Soho, NY Monday through Thursday on-site / Friday WFH

Reports To: VP of E-commerce

Department: E-commerce

Salary Range: $60,000 - $70,000 commensurate with experience