Retention Marketing Manager

Job Description

The Retention Marketing Manager is dedicated to deepening customer relationships, fostering brand loyalty, and maximizing customer lifetime value by developing targeted retention and loyalty strategies. This role exists to strategically engage, nurture, and retain our customer base through personalized, data-driven marketing efforts, ultimately driving sustainable revenue growth and enhancing the overall customer experience.

The purpose of this position is to leverage insights and innovative approaches to create meaningful connections that inspire repeat purchases, increase engagement, and establish the brand as a trusted and valued part of our customers' lives.

This role will be responsible for our email, SMS, loyalty/referral program and revenue platforms.



Essential Job Functions:



Develop and Execute Customer Retention Campaigns & Auto Communications

Build a strategy and execute on DECKED’s campaign and auto comms with an emphasis on auto comms
Create segmented campaigns targeting specific customer cohorts based on purchase behavior, lifecycle stage, and engagement level.
Segment customers into dynamic, behavior-based audiences to deliver tailored messaging and offers through auto communications
Leverage email and SMS to promote re-engagement and drive repeat purchases.
Collaborate with creative and analytics teams to produce relevant and compelling content for each segment.
Owns retention marketing calendar and strategy planning
Utilize customer data to deliver personalized marketing experiences that increase engagement and retention.
Develop personalized content and product recommendations based on browsing behavior, purchase history, and preferences
Track retention-related metrics and generate actionable insights to inform retention strategy
Regularly analyze retention KPIs, such as churn rate, retention rate, repeat purchase rate, and customer satisfaction scores.
Audience Segmentation

Create and execute an audience segmentation strategy to deliver targeted, relevant marketing messages that enhance customer engagement and retention.
Analyze customer data to identify key segments based on demographics, purchase behavior, engagement levels, and lifecycle stages.
Build dynamic audience segments for specific campaigns, such as high-value customers, at-risk customers, and newly acquired customers, and tailor marketing messages for each group.
Develop a first party data strategy that is usable and owns distribution to other channels.
Experience and Other Requirements:

Exceptional and proven organizational skills.
Intimate knowledge and/or desire to learn social media best practices.
Firm understanding of retention marketing platforms; experience with Klaviyo preferred
Ability to analyze and interpret data using dashboards and spreadsheets.
Passion for exceptional, over-the-top customer service.
Excellent, proven communication skills, both written and verbal.
Minimum two years' experience in retention marketing
Ability to multi-task and work independently in a fast-paced environment.
Compensation and Benefits:

Competitive Compensation and Benefits Package
Paid parental leave
Wellness
Free water, decent coffee, nice people