Retention & CRM Manager (Fashion)

Retention & CRM Manager

Employment Type: Temp to Perm

Location: Hybrid in NYC (3x per week onsite, 2x per week remote)

We are seeking a hands-on, strategic Retention & CRM Manager to help accelerate customer loyalty and durable direct-to-consumer revenue. This role will own the retention and CRM revenue line, with responsibility for improving repeat purchase rate, customer lifetime value, and CRM contribution to total e-commerce revenue.

The ideal candidate combines strong lifecycle marketing strategy with deep executional expertise in Klaviyo. You will build programs directly, use data to identify growth opportunities, and partner closely with creative, merchandising, acquisition, and digital marketing teams to deliver a cohesive customer experience.

Key Responsibilities

• Lifecycle Marketing: Design, build, and optimize email and SMS lifecycle programs, including welcome, post-purchase, retention, win-back, reactivation, and promotional campaigns.
• Klaviyo Execution: Build and manage flows, segments, automations, and campaigns directly within Klaviyo.
• Loyalty Strategy: Own the loyalty program end to end, including rewards structure, personalized incentives, redemption experience, and performance measurement.
• Campaign & Creative Management: Brief and manage CRM creative in partnership with graphic design and merchandising teams, ensuring every customer touchpoint is compelling and on-brand.
• Segmentation & Customer Data: Develop advanced customer segments using purchase behavior, engagement signals, and first-party and zero-party data.
• Testing & Personalization: Establish a continuous testing framework across subject lines, creative, timing, audience, and offers; translate successful tests into scalable personalization programs.
• Analytics & Forecasting: Own CRM reporting, revenue contribution, forecasting, lifecycle conversion, engagement, retention, and LTV performance metrics.
• Deliverability & Compliance: Maintain strong CRM data hygiene, deliverability, privacy compliance, and technology integrations in partnership with internal development resources.
• Cross-Functional Partnership: Collaborate with digital marketing, merchandising, creative, and acquisition teams to ensure CRM supports the broader e-commerce growth strategy.

Required Qualifications

• 5+ years of experience in lifecycle marketing, retention marketing, email marketing, or CRM within a DTC or e-commerce environment.
• Deep, hands-on Klaviyo expertise, including building flows, campaigns, segments, and automations.
• A measurable track record of improving retention, repeat purchase rate, customer lifetime value, and/or CRM-generated revenue.
• Strong analytical skills and the ability to develop data-driven strategies, interpret performance, and communicate actionable insights.
• Excellent prioritization skills with a focus on high-impact work.
• A collaborative, proactive, solutions-oriented approach suited to a fast-moving, growth-stage team.
• Strong brand judgment and the ability to uphold brand standards while driving performance.

Preferred Qualifications

• Experience with Yotpo, including reviews and/or loyalty programs.
• Experience with SMS marketing platforms.
• Experience in apparel, fashion, or another considered-purchase category.
• Background working in-house for a consumer brand or at a CRM/retention agency.