This individual will also play a key role in fostering a collaborative team environment, coaching team members, and implementing innovative approaches to retention.

ESSENTIAL FUNCTIONS AND DUTIES

Functions and duties of this role include, but not limited to:

• Develop and implement comprehensive retention strategies to maximize customer lifetime value, focusing on growing recurring revenue, increasing purchase frequency and reducing churn.
• Lead the analysis of customer data and subscription trends, using insights to identify key drivers of retention and opportunities for growth.
• Design and optimize customer journeys across various touchpoints, including email, SMS, and loyalty programs to increase 1PD and grow the CRM list.
• Collaborate with cross-functional teams (e.g., web, brand, creative, customer experience) to improve customer retention and ensure a seamless, personalized customer experience.
• Manage and monitor retention campaigns, from planning and execution to tracking performance metrics like renewal rates, churn rates, and customer satisfaction scores.
• Ensure integration of Retention strategy across Acquisition and Web to drive high-value customer acquisition and retention across evergreen campaigns and tentpole moments.
• Leverage data & experimentation agency to conduct A/B testing for continuous refinement of email and SMS programs, including discounts, product features, and further content personalization.
• Implement win-back strategies to re-engage lapsed customers and drive reactivations.
• Automate and optimize upsell and cross-sell flows to increase AOV and LTV.
• Own the customer loyalty program.
• Establish retention KPIs and regularly report to leadership.

QUALIFICATIONS

The successful candidate will have the following qualifications:

• 5+ years of experience in customer retention or lifecycle marketing within a D2C or subscription-based eCommerce environment.
• Proven track record in designing and executing retention strategies that drive customer lifetime value and reduce churn.
• Expertise in customer journey mapping and creating personalized, multi-channel experiences across email, SMS, and loyalty programs.
• Strong analytical skills.
• Hands-on experience managing and reporting on KPIs related to customer retention.
• Experience with CRM (Klaviyo and Attentive) and loyalty program management, with a focus on customer engagement and repeat purchase strategies.
• Preferred experience with CDP (Segment) platforms.
• Proficiency in A/B testing and leveraging customer insights.
• Knowledge of industry trends and best practices in subscription retention, with a continuous improvement mindset to integrate innovative approaches into strategies.