Retention Manager

We are seeking a dynamic and results-driven Retention Manager to join our team in Los Angeles. Reporting to the VP of Digital, you will play a key role in shaping our customer retention and loyalty strategies. Leveraging data-driven insights, you will develop and execute lifecycle marketing initiatives that drive customer lifetime value (CLV), reduce churn and enhance our VIP and retention programs. This role requires close collaboration with our CX and retail teams to create seamless omnichannel experiences that engage and retain customers.

 

Key Responsibilities

  • Develop and optimize segmentation strategies to enhance personalization and maximize engagement across key customer groups.

  • Lead the planning and execution of multi-channel retention campaigns, including email, SMS, and other platforms, ensuring alignment with overall marketing and retention goals.

  • Analyze customer data, including CLV and churn metrics, to generate actionable insights and continuously improve campaign performance.

  • Produce regular reports with recommendations for optimization.

  • Create and refine customer journey maps, identifying critical touchpoints to enhance engagement and improve the overall customer experience.

  • Serve as a strategic partner to the CX and Retail teams, ensuring omnichannel initiatives are cohesive and aligned for a seamless customer experience.

  • Design, implement, and manage VIP and loyalty programs to strengthen customer relationships, increase retention, and maximize CLV.

  • Oversee and optimize the use of retention platforms, including Klaviyo and Attentive, to execute campaigns, track performance, and refine retention strategies.

Qualifications

  • Proven experience 3+ years in customer retention, lifecycle marketing, or CRM, with a strong focus on engagement and loyalty strategies.

  • Strong analytical skills with expertise in data reporting, customer metrics (CLV, churn), and performance optimization.

  • Proficiency in Klaviyo, Attentive and other retention/CRM tools.

  • Experience in customer journey mapping and developing omnichannel strategies.

  • Excellent communication and collaboration skills to work cross-functionally with CX and retail teams.

  • Strategic thinker with a hands-on approach to campaign execution and management.

  • Must be based in LA, USA. Required to work in the office a minimum of three days per week.

 

Location: Los Angeles, California 

Hybrid: 3 days in-office, 2 days remote

Salary Range: $85,000–$90,000 USD

 


Interested?

Send your application here. Application process closes on April 30, 2025.


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