About this role
Job Responsibilities
- Own the strategy and performance of lifecycle marketing primarily across email and SMS, driving repeat purchase and lifetime value across a customer’s lifecycle
- Develop segmentation and personalization strategies based on customer behavior, purchase history, engagement and lifecycle stage.
- Build and optimize automated journeys across key moments, including welcome, post-purchase, cross-sell, repeat purchase, lapsed and win-back.
- Own the lifecycle calendar, balancing promotional, product, brand and customer-focused messaging with the long-term health of the customer relationship.
- Partner with Customer Experience to turn customer insights into meaningful activations, including customer stories, surprise-and-delight, giveaways and feedback-driven campaigns.
- Work with Analytics to understand customer behavior, measure impact and build a testing roadmap that continually improves performance.
- Collaborate with Acquisition teams to ensure seamless communication experience across touchpoints
- Partner with Creative and Brand to bring lifecycle strategies to life in compelling, on-brand experiences, always advocating for when, why and how we engage the customer.
- Define and track key performance metrics for lifecycle campaigns, leading experimentation and continuous improvement efforts based on measurable results
Qualifications
Required
- 5-7+ years of experience in lifecycle, CRM, retention, or email/SMS marketing, ideally within a DTC or ecommerce brand.
- Deep execution and strategy expertise in email and SMS, including segmentation, automation, personalization, testing and deliverability.
- Experience building lifecycle programs that drive repeat purchase, retention, reactivation and customer lifetime value.
- Strong analytical skills and the ability to turn customer and performance data into actionable strategies.
- Exceptional customer instincts. You think about how a message will land, what value it provides and whether we’re giving customers a meaningful reason to engage.
- Comfortable moving between strategy and execution, from identifying an opportunity to making it happen.
- A strong cross-functional partner who can work effectively across Acquisition, Creative, Brand, Analytics and Customer Experience.
Preferred
- Experience with Klaviyo strongly preferred.
- Technical expertise working with custom or native events strongly preferred to customize flows and deep segmentation.
- Prior experience managing or mentoring a direct report.
- Experience in physical product ecommerce.
- Experience using BI tools like Looker.
The final salary is commensurate with experience, skills, and organizational equity considerations.