About this role
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 stakeholdersRequirements
3–5+ years of experience in lifecycle marketing, retention, CRM, or email/SMS marketing for DTC ecommerce brands Hands-on expertise with Klaviyo, including building, launching, and maintaining automated flows and campaigns Proven track record of improving retention, repeat purchase rate, and customer LTV Strong analytical skills with the ability to interpret data, build reports, and make informed decisions based on performance insights Experience targeting and growing U.S.-based DTC customers, with an understanding of U.S. ecommerce and promotional dynamics Strong copy instincts and the ability to collaborate with creative teams to produce high-performing lifecycle content Highly organized and detail-oriented, with the ability to manage multiple programs, tests, and priorities simultaneously Comfortable operating in a fast-paced, entrepreneurial environment with limited existing structure or playbooks
Bonus Qualifications
Experience running SMS programs alongside email within Klaviyo or similar platforms Background in fashion, accessories, or lifestyle brands Experience partnering closely with Customer Experience teams to translate service insights into retention and lifecycle improvements