Retention Manager

Sunny Road is an award-winning digital consultancy focusing on driving revenue for high-growth ecommerce brands, through intense focus on Conversion Rate Optimization, Customer Retention, Email Marketing, and Development. We focus heavily on culture and community. We offer all the traditional benefits like medical, dental, and 401k but we also offer benefits like remote working, unlimited vacation policy, flexible schedules, a high priority on work/life balance, paid parental leave, and Summer Fridays. Location: Remote Type: Full-time Experience: 7–10+ years Department: Retention / Lifecycle Marketing Reports to: Head of Strategy Overview We are seeking a Retention Manager to lead retention and lifecycle marketing strategy for a portfolio of eCommerce clients. This role is ideal for a strategic yet hands‑on operator with deep expertise in Klaviyo, strong knowledge of the Shopify app ecosystem, and a proven ability to drive LTV growth, reduce churn, and scale owned revenue channels. You will own both campaign and automation strategy, collaborate cross‑functionally with design and copy teams, and guide database growth initiatives using best‑in‑class tools and tactics. This is the Right fit for you if: You are a highly analytical person with a proven track record of driving and accelerating revenue growth to increase retention within customer segments. You roll up your sleeves to execute effectively and iterate quickly with A/B testing and experimentation. You are highly collaborative and enjoy engaging with cross‑functional partners to real‑time problem solve. You also enjoy a high degree of autonomy to prioritize your individual client’s needs, putting their brand’s best interests first. You’re passionate about ensuring our clients’ customers become customers for life and are focused on increasing customer LTV. You have hands‑on experience developing, planning, launching, and analyzing customer retention campaigns and are obsessed with analytics and very strong at financial modelling. You can’t wait to spend your afternoon figuring out how to drive down CAC, increase LTV, analyze cohorts and dive deep into data to make impactful decisions. CORE RESPONSIBILITIES Own end‑to‑end email and SMS campaign strategy across multiple client accounts. Develop and maintain content calendars aligned with brand goals, promotions, and seasonal moments. Design advanced segmentation strategies based on behavior, lifecycle stage, predictive metrics, and purchase history. Manage campaign implementation, partnering closely with design and Account Management teams to ensure timely, on‑brand execution. Analyze campaign performance and continuously optimize for engagement, revenue, and LTV. Automation & Lifecycle Strategy Architect and optimize Klaviyo automation frameworks, including. Trigger logic and event‑based flows. Adding new flows and sunsetting or combining existing flows where appropriate. Advanced lifecycle flows (welcome, browse/cart abandon, post‑purchase, replenishment, win‑back, VIP, churn prevention). Ensure automations align with customer journey mapping and overall retention strategy. Regularly audit flows for performance, overlap, and opportunities for improvement. Database Growth & List Health Pop‑up strategy (timing, targeting, creative, and offer testing). Tool evaluation and implementation to accelerate list growth. Leverage and recommend tools within the Shopify + Klaviyo app ecosystem (e.g., pop‑ups, quizzes, reviews, loyalty, referrals). Maintain strong list health through deliverability best practices and engagement‑based suppression. Retention, LTV & Churn Prevention Develop and execute strategies to increase customer lifetime value (LTV) across client accounts. Identify churn risks and implement proactive churn prevention strategies. Use data and insights to inform retention initiatives, upsell/cross‑sell strategies, and customer reactivation efforts. Own reporting and performance analysis for retention programs. Translate data into actionable insights and clear recommendations. Serve as a senior, client‑facing strategist—confidently leading discussions, presenting results, and influencing retention roadmaps. Mentor junior team members and contribute to agency best practices. What Makes You a Great Fit 7–10+ years of experience in retention, lifecycle, or CRM marketing (agency experience strongly preferred). Hands‑on, expert‑level experience with Klaviyo (strategy + execution). Deep understanding of Shopify and the Shopify–Klaviyo app ecosystem. Proven success driving LTV growth and reducing churn for eCommerce brands. Strong experience with segmentation, behavioral data, and lifecycle mapping. Comfortable managing multiple accounts and complex implementations. Highly analytical with the ability to balance data, creativity, and strategy. #J-18808-Ljbffr