Retention Specialist (Klaviyo)

We’re looking for a motivated, data-driven, and creative individual with strong communication skills to join our brand as a Retention Specialist. In this role, you will own the customer journey, starting from the first order. This role reports to the Head of Growth and will work closely with all members of our team. You’ll focus on increasing existing customer value by driving repeat purchases, increasing subscription adoption & retention, and improving performance on our owned channels.
Responsibilities:
1. Develop, manage, and optimize a customer journey and retention program across all customer touch points, including email marketing, SMS, and referral / loyalty.
2. Own, track and continually improve key retention metrics, such as LTV, subscription retention and repeat purchase rates
3. Revamp and expand key email marketing drip campaigns, including our welcome, post-purchase, and subscription flows
4. Analyze and segment customer behavior to identify opportunities to increase customer value through targeted, relevant communications
5. Lead strategy, development and execution of email marketing campaigns
6. Build and execute a strategy to drive subscription adoption and retention via email campaigns and other owned channels
7. Develop customer lifecycle campaigns from onboarding flows, to retention, to at risk of lapsing emails as well as developing winback strategies.
8. Analyse results of campaigns on a daily basis, create weekly and monthly reporting with insights and recommendations for optimizations.
9. Own the end-to-end management of all emails, SMS, app pushes, and on-site campaigns, and other retention programs — this includes strategy, campaign setup, content, reporting, and daily monitoring.
10. Work closely with cross-functional teams to ensure timely deliveries of all creative assets are scheduled prior to deployment.
*Please write - WHALE at the start of your message when you apply for this job
Apply if you have:
1. 3+ years of relevant CRM experience with an E-Commerce or DTC company managing various retention channels
2. Experience working with Klaviyo, Postscript, and other retention applications
3. Experience with key email metrics to support and recommend innovative marketing strategies.
4. Knowledge in CAN-SPAM, GDPR and email best practices.
5. Ability and willingness to quickly learn tools and processes.
6. Impeccable attention to detail and quality assurance.
7. Experience with A/B testing to optimize offers and communication effectiveness
Social Media Experience will be a plus