Customer Retention Specialist

We are seeking a skilled Customer Retention Specialist to join our team. As a key member of our customer success group, you will play a vital role in developing and executing email marketing campaigns that drive customer engagement, retention, and revenue growth.

Your primary responsibility will be to create compelling email content, manage subscriber lists, and analyze campaign performance to optimize results. You will also report to and provide support to our existing CRM team and managers.

Key Responsibilities:

• Campaign Creation: Design and execute comprehensive email and SMS marketing campaigns across various customer segments, focusing on acquisition, retention, and re-engagement strategies.
• Email Database Management: Ensure the accuracy and quality of email databases, including list building, segmentation, and personalization to maximize deliverability and engagement rates.
• Email Content Creation: Develop engaging email content, including subject lines, copy, and HTML templates that align with brand guidelines and drive conversions.
• Deliverability and Compliance: Monitor email deliverability, manage sender reputation, and ensure compliance with email marketing regulations (CAN-SPAM, GDPR).

Flows/Automations:

• Setup and Create Flows: Establish and maintain automated email sequences, including welcome series, abandoned cart recovery, post-purchase follow-ups, and re-engagement campaigns.
• Flow Performance Monitoring: Regularly review flow performance and report back on any insights and optimizations.

Optimizations:

• A/B Testing: Conduct A/B testing on subject lines, content, send times, and design elements to continuously improve campaign performance.
• Email Sequences: Build and optimize automated email sequences, including welcome series, abandoned cart recovery, post-purchase follow-ups, and re-engagement campaigns.

General CRM Management:

• Template Creation: Develop and build email templates using Klaviyo's drag-and-drop builder.
• Sign-up Forms: Assist with the creation of sign-up forms, including fly-outs, pop-ups, and embed forms.
• Integrations: Review and set up client tech stack integrations in Klaviyo, including Okendo, Yotpo, Elevar, Instant, and Customer.AI.
• Segmentation Setup: Support segmentation setup based on purchasing behavior and email/SMS engagement.

Reporting:

• Performance Reporting: Provide detailed analytics and performance reporting on email campaigns, including open rates, click-through rates, conversion rates, and ROI metrics.

About You:

• Minimum 2-3 years of experience in email marketing or digital marketing.
• Proficiency in HTML/CSS for email template customization and troubleshooting.
• Strong analytical skills with experience in email marketing metrics and performance optimization.
• Knowledge of email deliverability best practices and compliance regulations.
• Experience with marketing automation and customer segmentation strategies.
• Excellent written communication skills with ability to craft engaging email content.
• Familiarity with CRM systems and customer data management.
• Ability to work independently while managing multiple campaigns and deadlines.

Cultural Fit:

We seek someone who fits well with our culture and team. Our supportive and humble team culture allows you to be yourself, fostering an environment for personal and professional growth. We value your development with extensive performance and learning cycles, regular development conversations, self-reflection exercises, and 360 feedback opportunities.

Perks:

• This is a fully remote role, so you'll have complete flexibility in where you work.
• You'll be part of a growing CRM team alongside two experienced CRM managers who are keen to share their knowledge.
• We'll provide you with a laptop and monitor to set up your home workspace.
• Participate in frequent team-building activities, monthly town halls, coffee buddies, and more.