Job Title: Customer Retention Specialist
Job Type: Full-Time Remote
Time Zone: US Hours
Role Overview
We are seeking a Customer Retention Specialist to build and scale a high-impact retention and lifecycle marketing function from the ground up. This role will be responsible for designing and executing data-driven lifecycle programs that increase repeat purchase rate, customer lifetime value (LTV), and long-term brand loyalty, with a primary focus on the U.S. market.
This is a hands-on, builder role ideal for someone who thrives in an environment with minimal existing structure and is excited to create strategy, processes, and programs from scratch.
Key Responsibilities
- Own the strategy and execution of email and SMS lifecycle marketing, with a strong focus on U.S. customer growth
- Build, manage, and optimize automated flows in Klaviyo, including welcome, post-purchase, win-back, replenishment, VIP, and churn-prevention programs
- Develop and refine customer segmentation strategies based on behavior, cohorts, and lifecycle stage to deliver highly personalized messaging
- Plan and execute lifecycle campaigns to support product launches, promotions, and key brand moments
- Monitor and continuously optimize performance across flows and campaigns, including open rates, click-through rates, conversion, revenue, unsubscribe rates, and deliverability metrics
- Partner cross-functionally with Ecommerce, Customer Experience, and Marketing teams to align retention initiatives with site experience, promotions, and broader campaigns
- Analyze customer and performance data to identify LTV growth opportunities and test hypotheses around offers, messaging, timing, and cadence
- Create clear, actionable reporting on retention KPIs and communicate insights, learnings, and recommendations to stakeholders
