Retention Specialist

Hi, I’m Jamie Erkonak from JENNY BIRD, and I am the Sr. Director of Retention Marketing and Client Experience. I joined the company 2 years ago, and have had an amazing experience so far leading our strategy for retaining new customers and crafting amazing experiences to celebrate our customers.  This is a very exciting time for our team, with limitless possibilities and creativity at the forefront. Our teams include sales, marketing, design, creative services, production, operations, people experience and finance, with a global partnership network. Our staff are award-winning visionaries, led by an all-woman executive team.  

We are a fast moving, complex business with direct to consumer, wholesale and major department sales channels with customer experience at the core. We value our partnerships, developing and strengthening our relationships with our boutiques and majors. We are inspired by our consumers, and consciously strategize how we can exceed our five star shopping experience. 

The Opportunity: 

We are looking for a Retention Specialist to join our Marketing Team. In this revenue-contributing role, you will be responsible for managing our owned channel experience, including email, SMS and push notifications, as well as designing and implementing digital strategies to retain new customers, nurture existing customers and win back churned customers, all while creating memorable customer experiences throughout. You will work closely with the marketing, ecommerce, and creative teams, who collectively value speed and savvy thinking. 

The ideal candidate is a driven and creative thinker with a conversion focused mindset who is able to come up with innovative strategies to engage our customers and keep them coming back to JENNY BIRD again and again. You should be well-versed in owned channel management with technical experience working with an ESP/Marketing Automation and SMS management tool like Klaviyo, Braze, Attentive, Postscript or similar. 

Responsibilities: 

• Collaborate with creative and editorial teams to plan and execute on a monthly content calendar for our email, SMS and push notification channels that will engage our audience, drive conversion, and support campaign and product launches.
• Build and flawlessly deploy to customer segments based on customer behaviour, demographics, lifecycle stage and product preferences. 
• Regularly optimize existing cross-channel marketing automations, including Welcome, Abandonment, and Post Purchase flows, and identify opportunities to improve and grow them. 
• Leverage audience and performance analytics to make informed decisions on strategy, as well as proactively explore new and untapped opportunities to drive revenue.
• Identify opportunities to experiment within our email and SMS channels to test and learn for our acquisition forms, content, creative, and audience segmentation.
• Collaborate with our Client Care team to leverage feedback and continually optimize our customer’s experience. 

Note that some of the above responsibilities may be tweaked slightly based on the candidate's experience and areas of strength. Any such minor amendments to the above will be shared with the candidate as a part of the hiring process.

What you bring to the table:

• You are resourceful and a problem solver; each JB team member has an entrepreneurial spirit and can always figure it out
• You thrive in fast paced environments, and are adaptable in a business that is ever-changing and growing.
• You collaborate well with others and enjoy working cross-functionally to bring new ideas to life successfully. 
• You are curious and proactive, and find enjoyment in finding new opportunities to improve our function. 
• You have an entrepreneurial spirit, and are “in-the-know” with industry tactics for retention, customer LTV and customer lifecycle. 
• You put the customer at the center of everything we do, and will strive to ensure that they are provided a great experience, while we work to increase their loyalty with JENNY BIRD.

Role Details: 

• This role requires you to be in the office  (East Room located at 507 King East, Toronto, Ontario) 4 days a week, ideally Monday, Tuesday, Wednesday and Thursdays. 
• The anticipated base salary range for this position is $70 - 80K. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

Team Member Expectations: 

We are looking for a compassionate and reliable individual who will lead with empathy, inspire their teammates with a strong work ethic, and support the growth of their peers through establishing relationships built on trust and respect.

As a brand, we have seen incredible growth and success through our team’s proactiveness, curiosity, and desire to learn while building. We look for team members who embody these traits and have the confidence and comfortability to collaborate laterally, communicate ideas effectively, and support the company’s goals.

The Interview Process:

1. Phone Interview 
2. In Person interview 
3. At-Home Skills Assessment 
4. In Person Interview with a Member(s) of the Senior Leadership Team 
5. Conduct References 
6. Offer

Perks at Jenny Bird

• 3-weeks vacation + 3 floating days + Summer Fridays (we close the office early at 1 pm!)
• Your birthday off!
• A comprehensive benefits program + flexible health care spending account
• Parental leave top-up
• Perks on JENNY BIRD products!
• Access to Group RRSP Plan
• Membership to the East Room at 507 King East, Toronto, Ontario

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JENNY BIRD does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email.