Retention & Lifecycle Strategy: Co-own Cotopaxi’s customer retention and lifecycle strategy in partnership with the Head of Retention & Paid, with primary ownership across email and SMS. Help define and track lifecycle goals, KPIs, and OKRs that drive repeat purchase, engagement, loyalty, and customer lifetime value. Identify and execute opportunities to improve retention through segmentation, personalization, automation, and testing. Support the development and launch of Cotopaxi’s future loyalty strategy and program.
Email & SMS Program Ownership: Own the end-to-end execution of all Cotopaxi email and SMS programs, including campaigns, triggered automations, and lifecycle journeys. Manage campaign planning, scheduling, and deployment across key launches, moments, and peak buying periods. Continuously optimize performance through A/B testing, audience strategy, and content iteration. Ensure best practices across deliverability, compliance, accessibility, and overall customer experience.
Platform Ownership (Bloomreach): Own and operate Bloomreach as Cotopaxi’s ESP/CDP, including audience development, journey orchestration, automation, and optimization. Partner with internal teams and external vendors to maintain and expand platform capabilities. Leverage customer data and behavioral insights to power personalized, omni-channel retention strategies.
Loyalty & Emerging Channels: Support the testing and expansion of emerging retention channels, including direct mail. Play a key role in designing, testing, and operationalizing Cotopaxi’s future loyalty program. Partner cross-functionally to ensure loyalty initiatives align with brand, impact, and customer experience goals.
Analytics, Insights & Reporting: Analyze email, SMS, and lifecycle performance, translating data into actionable insights. Own regular reporting on retention KPIs, campaign performance, and lifecycle health. Partner with analytics and finance teams to understand and communicate the revenue and LTV impact of retention efforts.
Cross-Functional Collaboration: Collaborate closely with Creative, Brand, eCommerce, CX, Impact, and Analytics teams to bring retention programs to life. Translate strategy into clear briefs, timelines, and execution plans. Serve as a lifecycle marketing and retention subject-matter expert across the organization.
Operational Excellence: Maintain lifecycle marketing calendars and conduct regular audits of automated journeys. Document processes, best practices, and learnings to support scalability and knowledge sharing. Stay current on lifecycle marketing trends, tools, and innovations.

Requirements

5-7 years of experience in retention, lifecycle, or CRM marketing within an eCommerce or digital-first environment.
Deep hands-on experience managing email and SMS programs at scale.
Proven experience owning or operating an ESP/CDP (Bloomreach strongly preferred).
You operate at the intersection of marketing and technology, pairing strategic thinking with a working knowledge of Jinja, HTML, CSS, and JavaScript to bring lifecycle programs to life.
You’re a modern, tech-forward operator who thoughtfully leverages AI tools to streamline workflows and elevate execution - building lifecycle journeys that are both sophisticated and seamless.
The ability to balance strategic thinking with hands-on execution in a fast-paced, highly cross-functional environment.
Strong analytical skills, with comfort translating customer and performance data into actionable insights that inform strategy and day-to-day decisions.
Excellent organizational, project management, and communication skills, with the ability to manage multiple initiatives and timelines simultaneously.
A deeply customer-obsessed mindset, with a passion for building long-term loyalty, engagement, and lifetime value.
Comfort working independently while collaborating closely with senior stakeholders and cross-functional partners.
A curious, growth-oriented approach, with enthusiasm for testing, learning, and continuously improving lifecycle programs.
Experience supporting or launching a customer loyalty program, or exposure to omni-channel retention efforts such as direct mail (a plus).
Ability and willingness to travel occasionally to Cotopaxi HQ in Salt Lake City, Utah.

Benefits

Health Benefits: Medical, dental and vision benefits with HSA, FSA, and DCSA options.
Company-paid basic life insurance with the option to purchase additional coverage.
Voluntary short-term and long-term disability coverage.
Voluntary accident and critical illness insurance.
Company-paid employee assistance program.
Wellness Benefits: Company-paid volunteer time.
401(k) plan with employer match.
Unlimited responsible PTO.
In The Wild Days: Two company-wide days off to recharge, reconnect, and embrace what inspires you.
Uniquely Us: Enjoy deep product discounts with 60% off Cotopaxi gear - perfect for living out your next adventure in style.
Gear up for the outdoors with exclusive discounts from partner outdoor and lifestyle brands.
Grow personally and professionally through thoughtfully curated learning and development opportunities.
Stay connected and celebrate often with regular in-person and virtual events that bring our team together, no matter where you work.
Be part of a vibrant, values-driven culture that champions people, innovation, and adventure in everything we do.
Incentive Potential: This position is eligible for compensation awards that may include an annual incentive plan, sales incentive, or commission potential.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

email marketingSMS marketinglifecycle marketingretention marketingA/B testingJinjaHTMLCSSJavaScriptdata analysis

Soft Skills

strategic thinkinganalytical skillsorganizational skillsproject managementcommunication skillscustomer obsessioncollaborationcuriositygrowth-oriented mindsetadaptability