Customer Retention Specialist
We are seeking a skilled Customer Retention Specialist to drive customer engagement and increase lifetime value across email, SMS, loyalty, and review channels.
This role is ideal for someone highly analytical and hands-on, with deep experience in lifecycle marketing and retention tools. You'll be responsible for planning, executing, and optimizing campaigns that keep customers coming back—while ensuring every touchpoint is strategic, measurable, and aligned with brand goals.
Main Responsibilities:
1. Lifecycle Marketing & Strategy
* Build and manage email and SMS campaigns, flows, and transactional messages across Klaviyo and Attentive.
* Develop lifecycle strategies for welcome series, winback, abandoned cart, post-purchase, and VIP journeys.
* Implement loyalty and rewards strategies using Smile.io to increase repeat purchases.
* Align retention efforts with product launches, promotions, and seasonal campaigns.
2. Sales Promotion & Personalization
* Create advanced segmentation based on behavioral data, purchase frequency, and engagement.
* Personalize messaging using conditional logic and dynamic content across email and SMS.
* Continuously refine audience targeting to improve campaign relevance and performance.
3. A/B Testing & Optimization
* Plan and execute A/B tests for subject lines, CTAs, send times, and content variations.
* Analyze campaign data and apply insights to optimize future performance.
* Monitor key retention KPIs: open rate, CTR, revenue per recipient, churn, repeat rate.
4. Loyalty & Reviews Program Management
* Manage Smile.io loyalty program setup, segmentation, and campaign execution.
* Oversee review collection initiatives using apps like Judge.me or similar.
* Integrate UGC (reviews and ratings) into email and SMS workflows to build trust and conversion.
5. Technical Execution
* Confidently build, QA, and troubleshoot campaigns using HTML/CSS when needed.
* Maintain high deliverability and compliance standards for both email and SMS.
* Work within Shopify to manage customer segments, tags, and product data.