We are looking for a data-driven, creative, and highly technical Lifecycle Manager to own our customer retention strategy. Your primary playground will be Klaviyo, and your North Star metric will be Customer Lifetime Value (LTV).
This isn't a role for a generalist—we need someone who has lived and breathed e-commerce, understands the nuances of a high-growth brand, and knows how to turn a one-time buyer into a lifelong advocate.
What You’ll Do
- Klaviyo Mastery: Own the full execution of our email and SMS strategy. This includes sophisticated segmentation, high-converting automated flows (Welcome, Abandoned Cart, Post-Purchase, Win-back), and a high-frequency campaign calendar.
- LTV Optimization: Analyze customer cohorts to identify churn points and opportunities for upsells or cross-sells. You will be responsible for moving the needle on repeat purchase rates and average order value (AOV).
- A/B Testing & Optimization: Maintain a rigorous testing roadmap. You’ll constantly experiment with subject lines, send times, content blocks, and incentive structures to squeeze every ounce of ROI out of our list.
- Personalization & Segmentation: Move beyond "batch and blast." Use predictive analytics and behavioral data to deliver the right message to the right person at the right time.
- Collaboration: Work closely with the Creative team to ensure every touchpoint is on-brand and high-converting, and with the Product team to align lifecycle triggers with the on-site experience.
- Reporting: Deliver weekly and monthly reports on channel performance, attribution, and health of the subscriber base.
Who You Are
- E-comm Native: You have 3+ years of experience working in-house for a direct-to-consumer (DTC) or e-commerce brand. You understand the unique challenges of inventory cycles, seasonal peaks, and customer psychology.
- Klaviyo Expert: You don't just "know" Klaviyo; you’re a power user. You understand custom properties, event-based triggers, and how to integrate Klaviyo with the rest of our tech stack (Shopify, Gorgias, etc.).
- Analytical Mindset: You are comfortable in a spreadsheet. You can calculate LTV, Paybakc period, etc in your sleep and use data to tell a story.
- Copy & Creative Eye: While you don't need to be a designer, you know what "good" looks like. You can write punchy, brand-aligned copy that drives action.
- Self-Starter: You are comfortable in a fast-paced environment where you own your results. You don't wait for a brief; you find the opportunity and build the solution.
Requirements
- Proven track record of increasing Retention/LTV at a growth-stage e-commerce brand.
- Deep technical proficiency in Klaviyo (Certification is a plus).
- Experience with Shopify
- Familiarity with SMS marketing platforms (Attentive, Postscript, or Klaviyo SMS).
- Strong understanding of deliverability, list hygiene, and GDPR/CCPA compliance.