Customer Retention Specialist

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

• 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