Location: Hybrid - Los Angeles

Job Type: Full-Time

Experience Level: 3-4 Years

Salary Range: $90-$100k

About the Role

We are looking for a data-driven and creative Retention Manager to lead our customer retention strategy. In this role, you will own the lifecycle marketing roadmap, focusing on increasing Customer Lifetime Value (LTV) and driving repeat revenue through email and SMS channels.

You will architect the strategy for automated flows, manage a robust campaign calendar, and utilize data to optimize the customer journey. If you are a Klaviyo expert who loves digging data we want to hear from you.

Key Responsibilities

1. Strategy & Lifecycle Management

• Develop and execute a comprehensive CRM strategy (Email & SMS) aimed at increasing retention, LTV, and repeat purchase rates.
• Audit and optimize existing automated flows (Welcome Series, Abandoned Cart, Browse Abandonment, Win-Backs, Post-Purchase) and build new complex journeys based on customer behavior.
• Map out the customer journey to identify friction points and opportunities for cross-selling and up-selling.
• Work cross functionally with the Growth team on retention + subscription campaigns within our paid channels.

2. Campaign Execution & Operations

• Manage the end-to-end production of the marketing calendar,ensuring a cohesive narrative across Email and SMS.
• Oversee the deployment of all campaigns within Klaviyo, ensuring perfect segmentation, timing, and deliverability.
• Utilize Asana to manage project timelines, coordinating with Creative and Copy teams to ensure assets are delivered on time and on brand.

3. Segmentation & Personalization

• Leverage Shopify and Klaviyo data to create deep customer segments (e.g., VIPs, Churn Risks, High-Value Prospects).
• Implement personalization strategies to deliver the right message to the right customer at the right time.

4. Analytics & Optimization

• Monitor and report on core KPIs weekly/monthly (Open Rate, CTR, Conversion Rate, Revenue per Recipient, List Growth, Unsubscribe Rate).
• Lead an extensive A/B testing roadmap (subject lines, send times, content, creative, offers) to constantly improve performance.

Qualifications

• Experience: 3–4 years of dedicated experience in CRM, Email Marketing, or Retention Marketing, preferably within the E-commerce or DTC space.
• Tech Stack Mastery:
• Klaviyo: deeply proficient in building complex flows, advanced segmentation, and deliverability best practices.
• Shopify: strong understanding of customer data, order tagging and integration with marketing tools.
• Asana: experience with project collaboration and cross-functional workflows.
• Subscription: Experience managing a robust subscription program (Recharge experience preferred) and driving subscription growth.
• Direct Mail: Experience managing direct mail campaigns including list segmentation, targeting, forecasting, and post-campaign analysis/optimization.
• Referral program: Strategy and understanding of the referral program’s integration into the customer journey: Integration, Optimization and Communication.
• Analytical Mindset: Strong ability to interpret data and translate it into actionable marketing strategies. You are comfortable working with Excel/Google Sheets.
• Strategic Thinker: Proven track record of building strategies that grew LTV or retention rates.
• Attention to Detail: QA is second nature to you; you catch typos and broken links before anyone else does.



Preferred Qualifications

• Beauty/Wellness Experience: Familiarity with the beauty industry, including product replenishment cycles and consumer behavior.
• Experience with SMS platforms (Klaviyo SMS).
• Basic knowledge of HTML/CSS for email template troubleshooting, a plus!