Build a comprehensive understanding of customer retention metrics, including churn rate, customer lifetime value, and subscription renewal rates
Leverage data to segment customers effectively and identify key patterns in buying habits to drive strategic initiatives
Design and implement retention strategies from scratch with a strong understanding of the target customer and email and SMS channels
Establish clear schedules, segmentation strategies, and KPIs for retention campaigns
Own subscription management efforts, aiming to increase subscription renewal rates and drive growth to a defined target for 2025
Oversee the CRM, email, and SMS platforms (Klaviyo) to improve customer engagement and retention
Transition from reliance on external agencies to in-house ownership of email and retention efforts
Work closely with graphic design, marketing, and leadership to align retention strategies with overall business goals
Provide insights to help the business grow retention revenue from 20% to 30% of total revenue
Explore opportunities for loyalty programs and community-building efforts as part of long-term retention strategies
Serve as a core member of the team, with the potential to build and manage a retention team over time

Candidate Profile:

Background in scaling retention efforts within fast-growing organizations, ideally with experience in CPG, beauty, or wellness industries.
Contribute "tips and tricks" to optimize retention strategies, drawing from experience with successful exits or high-growth environments
Strong preference for familiarity with businesses that have seen an exit or significant growth, bringing insights into best practices for high-growth environments
Comfortable working in a small, entrepreneurial team and collaborating with cross-functional departments like marketing, creative, and leadership
Resourceful, independent, and ready to "own" the retention function while supporting broader business goals
Knowledge of email and SMS marketing best practices, with a history of running effective campaigns in these channels
Familiarity with loyalty programs or community-building efforts is a plus
Understands the customer journey and can develop tailored approaches to meet customer needs and expectations