Develop and execute retention strategies, manage customer lifecycle channels, optimize campaigns, and ensure compliance with legal requirements while leading a team.
Job Summary & Responsibilities
- Lifecycle Strategy: Develop and execute retention strategies to improve engagement, conversion, and repeat transactions across Hemmings’ digital marketplace.
- Channel Ownership: Lead all customer lifecycle channels—email, SMS, push notifications, and on-site chat—ensuring consistent, brand-aligned messaging.
- Segmentation & Personalization: Build advanced segmentation, triggered flows, and personalized journeys to maximize relevance and impact.
- Platform Expertise: Serve as the internal Klaviyo expert, managing campaigns, flows, A/B testing, deliverability, and reporting.
- Cross-Functional Collaboration: Partner with Product, Growth, and Marketplace teams to align retention campaigns with broader customer acquisition and revenue goals.
- Data-Driven Optimization: Monitor performance metrics (open/click rates, conversions, churn, CLTV) and continuously refine strategies for improvement.
- Team Leadership: Depending on level, manage retention specialists and/or agency partners, fostering a culture of testing, learning, and optimization.
- Compliance & Best Practices: Ensure messaging programs meet legal requirements (CAN-SPAM, TCPA, GDPR/CCPA) and industry best practices.
- 6–10+ years of experience in retention marketing, CRM, or lifecycle marketing within ecommerce or digital marketplaces.
- Deep expertise with Klaviyo—flows, campaign execution, and advanced segmentation required.
- Proven track record of increasing engagement, repeat purchase, and CLTV through lifecycle programs.
- Experience managing SMS and push notification programs, with knowledge of compliance standards.
- Strong analytical skills and comfort working with data to inform decisions.
- Excellent communication, project management, and cross-team collaboration skills.
- Entrepreneurial mindset with the ability to thrive in a fast-paced, growth-oriented environment.
Top Skills
Klaviyo
The Business Journals Charlotte, North Carolina, USA Office
120 W Morehead St, Charlotte, North Carolina, United States, 28202-1816
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