Retention Marketing Specialist (Email, SMS, Postcards & Loyalty)
Location: Remote
Type: Full-Time
Start Date: ASAP
My client DTC (Direct-to-Customer) jewelry brand built on sentiment and storytelling. Every piece features the moon as it appeared on a date that matters to customers — a birthday, an anniversary, a memory. They’re not just selling jewelry; they’re helping people hold onto the moments that define them. They’re a small, remote team with big goals — focused on delivering great products, meaningful customer experiences, and emotionally driven campaigns.
They are currently looking for a smart, analytical, and creative Retention Marketing Specialist own and optimize all customer retention touchpoints—from email and SMS to postcards, loyalty, and the post-purchase experience.
Who You Are:
You’re a strategic thinker who can execute. You have strong communication skills (in English), can write well, and are highly organized. You balance left brain and right brain: you’re analytical with performance data but also have a strong creative instinct. You’re not afraid to get in the weeds and can keep track of moving pieces across multiple platforms.
Responsibilities:
Email Marketing
- Plan and execute promotional and storytelling emails (2–3x/week)
- Own automated flows: welcome, post-purchase, abandoned cart, win back
- A/B test subject lines, creative, send times
- Build and segment lists based on customer behavior
- Maintain a clean list and ensure healthy deliverability
- Monitor open rates, CTRs, conversions, and flow revenue
SMS Marketing
- Plan and send weekly SMS campaigns aligned with email
- Set up and monitor automated SMS flows
- Optimize timing, copy, and visuals (e.g., GIFs, emojis)
- Track performance: CTR, opt-out rate, conversions
- Ensure compliance with TCPA and carrier guidelines
Postcard Campaigns
- Manage direct mail drops for key customer segments
- Work with creative team on designs
- Build segmented mailing lists and track redemptions
- Test postcard messages, formats, and seasonal offers
On-Site & Post-Purchase Experience
- Update post-purchase thank you pages and banners
- Test and optimize retention-focused modules (e.g., reorder buttons)
- Oversee returning customer flows and experiences
Loyalty Program
- Oversee day-to-day program activity (points, rewards, redemptions)
- Run loyalty campaigns like double points or VIP surprises
- Collaborate with creative and marketing teams to communicate loyalty benefits
Technical Oversight & Compliance
- Manage SPF, DKIM, DMARC, and domain reputation
- Track Apple Mail Privacy impact and adjust strategy
- Ensure SMS compliance, unsubscribe links, and legal footers
- Warm up and monitor new sending domains (if needed)
Customer Lifecycle
- Build and maintain a customer journey map
- Strategically message based on lifecycle stage (new → loyal → lapsed)
- Identify and fix drop-off points
Reporting & KPIs
- Track and analyze repeat rate, LTV, repurchase timelines, NPS
- Report weekly and monthly retention performance
- Make decisions based on CAC payback, cohort behavior, and attribution
Cross-Team Collaboration
- Work closely with creative, CS, paid ads, and tech/dev
- Provide briefs for design and development needs
- Attend weekly standups and performance check-ins
What You’ll Need:
- 2+ years in retention, email/SMS marketing, or lifecycle marketing (DTC experience preferred)
- Strong English communication skills (written & verbal)
- Experience with tools like Klaviyo, Attentive, PostPilot and Shopify
- Basic understanding of email deliverability & compliance (SPF, DMARC, etc.)
- Analytical mindset with comfort in Google Sheets, Looker, or analytics dashboards
- Creative eye, can brief on design and spot opportunities to tell a better brand story
- Organized, proactive, and performance-driven
Nice to Have:
- Copywriting experience
- Direct mail or print marketing background
- Experience with loyalty programs or subscription models