DTC Email and Retention Strategist
3 weeks ago
The DTC Email and Retention Strategist will lead email, SMS, and direct mail marketing channels to drive customer retention, lifetime value, and contribute to hitting DTC revenue targets. This position will be responsible for activation across our Email Service Provider (ESP) and Customer Data Platform (CDP), owning retention strategies and channels, managing multiple vendor relationships, and stewarding customer data compliance.
Key Responsibilities
Drive DTC strategy and roadmap for customer retention and loyalty
Optimize our current automated lifecycle journeys across email, SMS, loyalty, and direct mail to increase customer retention and lifetime value
Optimize our current retention marketing campaigns across email, SMS, loyalty, and direct mail with a focus on customer segmentation and personalization that drives results
Plan promotional campaigns to increase customer repeat purchase rates, revenue, and lifetime value, while balancing customer churn and brand premium
Help build our community-based loyalty program, focused on growing member count and habitual engagement with the OR brand and the OR product
Leverage multiple data sources to optimize personalization, segmentation, and RFM customer strategies cross-channel, utilizing our ESP and CDP platforms
Support email, SMS, and loyalty channel acquisition strategies to meet and/or exceed targets for active list and member growth
Manage retention budget and track spend per channel to meet our margin and spend targets, working closely with the Director of Growth
Own and project manage retention channel editorial calendar and creative briefing process to ensure design files and delivery dates are clearly communicated and properly executed cross-functionally
Ensure compliance with data protection regulations such as GDPR, CANSPAM, and CCPA, maintaining high standards of data privacy and security
Requirements
5+ years of related experience in customer retention, loyalty, and email marketing
A bachelor's degree in eCommerce, Marketing, Communications, or related field; and/or experience working with other DTC consumer brands
Expertise working in Klaviyo (ESP and CDP), Shopify Plus, and GA4; experience working with Open Send or similar also a plus
Ability to conduct data-driven analysis, including A/B testing, to make data-led decisions and then execute on them
Experience managing a cross-channel marketing budget
Strong project management skills (experience in Asana a plus) for staying organized and executing projects cross-functionally and on time
Strong knowledge of HTML and CSS for email template customization and mobile optimization
Excellent written and verbal communication skills, with the ability to effectively convey marketing messages and collaborate with cross-functional teams
Excellence grammar and proofreading skills
Managerial experience is a plus, demonstrating strong leadership and project management skills
What We Offer
11 paid holidays each year and 3 floating holidays
Transportation benefits
PTO and sick/safe time
Paid volunteer time
Comprehensive medical, dental and vision plans
401k with discretionary company match
Ron Gregg Annual Outdoor Benefit
Bouldering wall & Gym
Product discounts
Employee interest groups including various sports activities
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