Senior Retention Marketing Manager

Knix is on hunt for a Senior Retention Marketing Manager to strengthen our relationship with our customers throughout their lifecycle by driving high-value behaviors and increasing lifetime value. The Senior Retention Marketing Manager will bring art and science together to drive awareness, acquisition and retention of our customers.  He/she is hands-on and loves concepting new tactics, channels and campaigns, testing + learning and scaling what works (on repeat!).  The ideal candidate is data-driven and comfortable operating fluidly across strategy, analysis and execution.

Responsibilities

CUSTOMER INSIGHTS

  • Build a strong understanding of customer segmentation, behavior and consumer insights to leverage in marketing campaigns that drive customer LTV.
  • Develop a deep understanding of what resonates with our customers and share best practices cross-channel to improve the end-to-end customer journey.
  • Create a framework for customer segments based on user behaviors.
  • Drive segmentation efforts for email marketing, loyalty outreach, and other digital marketing initiatives.

LOYALTY & CRM

  • Collaborate, develop and execute retention initiatives across all parts of the business including offline, digital marketing, email, customer service, etc. 
  • Consistently monitor the health of our loyalty and retention initiatives.
  • Perform periodic and post-campaign KPI analysis to inform the business and shape future strategies.
  • Develop and executive initiatives to drive loyalty program engagement and growth throughout the customer journey.
  • Own and manage all tools and technology that drive strong personalization efforts. Measure the effectiveness of all tools and technology. 

EMAIL MARKETING

  • Own all email marketing planning and tactics to consistently drive growth in the channel E.g. email calendar, testing roadmap, segmentation and personalization, lifecycle marketing, triggered and transactional emails.
  • Build and optimize an on-site and email trigger program utilizing customer and behavioral data.
  • Ensure a rapid pace of A/B and multivariate experiments to optimize key performance metrics; analyze findings, present recommendations, and scale as necessary.
  • Quickly identify and troubleshoot any campaign performance issues, and drive successful resolutions.


Qualifications

  • 3-5 years of retention marketing experience with an e-commerce brand, with a majority of that experience being in email marketing, loyalty, promotions, and push. Experience with subscription marketing is a plus.
  • Strong leadership skills with previous experience in people management and team development.
  • Deep understanding of email best practices, analytics, and associated KPIs.
  • Experience with email personalization, segmentation strategy, and dynamic content.
  • Experience with an enterprise level ESP. Experience with Klaviyo and Optimail is a plus.  
  • Proven track record driving customer retention and improvement in retention channels.
  • Experience collaborating cross-functionally (Engineering, Customer Service, E-Commerce, Brand Marketing) to drive retention initiatives. Must have experience in technical project management for retention initiatives.
  • Deep analytical skills; comfortable extracting data into insights and opportunities for optimization. Highly independent and not afraid of taking responsibility.
  • Strong project management skills, attention to detail, communication skills, and a no-task-too-small mentality.

Think you fit with knix? Please send cover letter and CV to careers@knixwear.com with the subject line “JOBS: Senior Retention Marketing Manager ”