Retention Marketing Lifecycle Strategist, Bespoke Post

• Has 4-6+ years of experience in an email marketing, CRM, marketing automation, or customer lifecycle role
• Has experience reviewing behavioral reports and building email campaigns/workflows to drive behavior
• Possesses a strong knowledge of best practices for email, creative, segmentation, personalization, dynamic content, and building customer journey series
• Has hands-on experience with working in an ESP (we use Sailthru and Klaviyo) and creating automated/triggered programs
• Shows strong analytical abilities and a high aptitude for testing, experimentation, and analyses
• Has a working knowledge of HTML
• Has outstanding attention to detail and ability to find the smallest issue or edge case in multi-part, cross-channel communications
• Has stellar project management and organization skills, able to thrive in a fast-paced environment and work well with other teams
• Takes a positive, scrappy approach to work that is proactive, independent and results-driven - you’ll be starting from scratch and building in many areas

Desirable

• We’re looking for a Retention Marketing Lifecycle Strategist to help us build and nurture relationships with customers and subscribers by creating meaningful touchpoints and experiences
• You will manage the strategy behind any triggered/transactional emails, recurring campaigns, drip series, and custom lifecycle flows
• This role reports to the VP, Growth Marketing, and will oversee cross-channel nurturing campaigns from end to end, from creating new personalized email flows to testing, QAing, executing, and analyzing performance
• You’ll collaborate with cross-functional teams in order to support cross-channel initiatives that meet higher-level business goals
• Additionally, you will manage SMS marketing communications, Club Membership emails, on-site promos and retention initiatives, marketing automation, and loyalty programs
• Own and maintain the marketing calendar across our brands, ensuring key initiatives are slotted and rolled out across all owned channels in alignment with marketing goals
• Develop, execute, and optimize day-to-day email and SMS campaigns across our brands with the goal of driving incremental revenue
• Create dynamic and personalized journeys across a variety of lifecycle stages, ranging from cart abandonment to disengaged customers using both automated, multi-stage, and one-off communications
• Develop and refine loyalty and rewards strategies to drive repeat purchases, increase customer engagement, and boost lifetime value (LTV)
• Gather and analyze both quantitative and qualitative customer feedback to continuously improve user satisfaction, loyalty, and LTV
• Optimize website content, structure, and technical elements for SEO while monitoring and enhancing the brand’s online reputation across customer reviews and search engines
• Track performance and communicate key learnings, actionable insights, and recommended iterations and next steps on key retention initiatives
• Partner with Product, Merchandising, Design, and Customer Experience teams on cross-functional campaigns and to promote products and features across multiple channels and touchpoints, from SMS to on-site to in-shipment
• Continually optimize KPIs through ongoing experimentation, segmentation, and personalization
• Own special projects as needed