Customer Retention Specialist

• Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
• Manage end-to-end customer lifecycle campaigns, from onboarding to re-engagement.
• Partner with performance marketing and e-commerce teams to ensure consistent messaging across all touchpoints.
• Build automated and campaign sends in Klaviyo and Attentive, optimizing for engagement, conversion, and deliverability.
• Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
• Manage push notifications and in-app engagement through Tapcart to drive mobile conversions.
• Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
• Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
• Analyze performance and customer feedback to evolve the program for higher participation and ROI.
• Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
• Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).

CRM & Loyalty Specialist

Associate Retention Manager

Senior Product Marketing Manager, Customer Retention