Retention Specialist

Retention Specialist

This is a remote position. Our client is looking for a Retention Specialist to join their growing team. They are a well-established direct-to-consumer apparel brand that has experienced significant growth in recent years, expanding their digital presence and customer loyalty ecosystem across multiple channels.

Responsibilities:

• Design, build, and execute email, SMS, MMS, web browser push, and app push marketing campaigns and automated flows, from conception through final execution and performance analysis.
• Develop and implement segment-specific strategies targeting different customer groups and RFM (Recency, Frequency, Monetization) segments, with the goal of progressively moving customers into higher tiers on a monthly basis.
• Create personalized, engaging content that drives user engagement, conversion, and revenue growth across all retention channels.
• Develop full-funnel strategies (TOFU, MOFU, BOFU, and Retention) to meet growth and revenue objectives, guiding customers through each stage of the journey.
• Write compelling copy and CTAs for email, SMS, and push notifications, and design and format emails using templates, HTML/CSS, or Klaviyo's drag-and-drop tools as needed.
• Coordinate with design, innovation, graphic, video production, brand management, and ecommerce teams to ensure all visual content and messaging aligns with brand standards and campaign objectives.
• Develop and manage growth strategies for affiliate programs, brand ambassadors, collaborations, and content creators.
• Utilize customer data to segment audiences and deliver personalized messaging through Klaviyo, Shopify Audiences, and Triple Whale Audiences.
• Implement A/B and multivariate testing to continuously optimize content, subject lines, send times, layouts, and targeting strategies.
• Monitor, analyze, and report on key performance metrics — including open rates, CTR, conversion rates, ROAS/ROI, CLV, and revenue forecasts — on a daily, weekly, monthly, quarterly, and annual basis to the marketing department, leadership, and CEO.
• Develop and manage a comprehensive marketing calendar that is cohesive across all platforms and channels, aligned with brand voice, aesthetics, and messaging.
• Develop and implement customer retention strategies and programs aimed at increasing loyalty, reducing churn, and improving cohort performance.
• Identify key touchpoints throughout the customer journey to enhance the overall experience and drive repeat purchases approximately every 30–60 days.
• Design and manage the TLF Loyalty Rewards Membership program using RIVO, including point systems, reward tiers, perks, and engagement strategies.
• Develop and execute rewards strategies to incentivize desired customer behaviors, increase LTV, and improve the new customer acquisition journey from first to second purchase.
• Identify and implement new referral programs, app rating initiatives, and product review programs to significantly increase engagement.
• Collaborate with marketing, ecommerce, product, sales, and customer service teams to align campaigns with overall strategy and gather actionable insights.
• Leverage cross-sell and upsell opportunities based on customer profile data across all touchpoints — onsite, post-purchase, in-app, and through retention channels.
• Conduct market research to stay current on industry trends, competitor strategies, and emerging opportunities.
• Manage retention-related budgets to maximize ROI, ensuring all activities remain within financial goals and are adjusted based on market insights.
• Ensure all campaigns comply with applicable regulations including CAN-SPAM, GDPR, and DMARC, and conduct regular audits to maintain efficiency and effectiveness.
• Stay current with industry best practices and emerging technologies, including AI tools, to continuously improve retention and lifecycle marketing efforts.
• Implement and manage Shopify Plus Tags and Shopify Flows with proficiency in their logic and application.

Requirements:

• Minimum of 10 years of hands-on experience personally managing, publishing, executing, and optimizing email, SMS, and push campaigns and automated flows.
• Minimum of 10 years of experience working with tools such as GA4, Google Search Console, Google Trends, Google Tag Manager, Google Merchant Feed, Shopify Native Product and Catalog Feeds, Pixels, SEMrush, Triple Whale, Shopify Plus, Okendo, Trustpilot, Google Reviews, Shop App, and Shop App Advertising.
• Minimum of 5 recent years of experience in D2C consumer marketing for an apparel brand, including full-funnel optimization.
• Highly proficient in Klaviyo for email and SMS/MMS marketing, including segments, lists, flows, campaigns, and analytics.
• Highly proficient in RFM segmentation strategy, setup, and execution with a focus on moving customers into new tiers monthly.
• Familiarity with push notification platforms such as PushOwl, Klaviyo, and Aimtell.
• Highly proficient in Triple Whale and Asana for project, task, and OKR management.
• Expert-level proficiency in Microsoft Excel, including advanced formulas and large dataset analysis.
• Proficient in Shopify Plus, including tags and flows logic and implementation.
• Strong experience with A/B testing and multivariate experiments.
• Solid understanding of pixel implementation and tracking UTMs.
• Basic knowledge of HTML/CSS for email design purposes.
• Proficient in graphic design tools and asset creation, including Figma, Photoshop, Illustrator, InDesign, Adobe Premiere, After Effects, and MidJourney.
• Familiarity with AI tools including ChatGPT and Claude (Anthropic) for content creation and image/video generation.
• Proficient in creating and delivering PowerPoint presentations to departments and leadership.
• Strong quantitative, analytical, and problem-solving skills with a fact-based decision-making approach.
• Excellent written and verbal communication skills, including the ability to influence and persuade with diplomacy and tact.
• Highly organized, detail-oriented, and capable of managing multiple projects simultaneously with minimal supervision.
• Strong time management skills and the ability to work effectively across multiple departments and teams.
• Sales and KPI forecast-driven mindset on a daily, weekly, monthly, quarterly, and annual basis.

Qualifications:

• Bachelor's Degree in Marketing or a related field.
• Proven track record in D2C apparel marketing with measurable results in retention, loyalty, and lifecycle marketing.
• Up to date with the latest trends and best practices in AI, emerging marketing technology, and retention marketing tools.

Benefits:

• Full-time position with flexible hours (Monday–Friday, 8/9 AM – 5/6 PM).
• Annual performance review with the possibility of a salary increase of up to 5%, based on performance, work ethic, organizational skills, and overall contribution to the team.
• Opportunity to work with a recognized and fast-growing apparel brand with an established digital and loyalty ecosystem.