Manager of Retention

Cotopaxi•Salt Lake City, UT

16d•$85 - $105•Remote

About The Position

The manager of Retention plays a key role in turning customers into lifelong supporters of Cotopaxi - driving repeat purchase, engagement, and loyalty while advancing our mission to do good in the world. This role sits at the intersection of strategy and execution, shaping how customers experience Cotopaxi across every stage of their journey. Partnering closely with the Head of Retention & Paid, you’ll co-own retention and lifecycle strategy with primary ownership across email and SMS, and growing influence across loyalty and emerging channels. You’ll be hands-on in building, testing, and optimizing lifecycle programs that are data-driven, customer-first, and deeply aligned with Cotopaxi’s values. As the owner of our ESP/CDP (Bloomreach), you’ll collaborate across Creative, Brand, eCommerce, CX, Impact, Analytics, and Finance to deliver personalized, omni-channel experiences that fuel sustainable growth and meaningful impact. This role is ideal for a strategic builder who’s customer-obsessed, analytically minded, and excited to roll up their sleeves to create retention programs that matter to the business, to our customers, and to the world beyond the product.

Requirements

5-7 years of experience in retention, lifecycle, or CRM marketing within an eCommerce or digital-first environment.
Deep hands-on experience managing email and SMS programs at scale.
Proven experience owning or operating an ESP/CDP (Bloomreach strongly preferred).
You operate at the intersection of marketing and technology, pairing strategic thinking with a working knowledge of Jinja, HTML, CSS, and JavaScript to bring lifecycle programs to life.
You’re a modern, tech-forward operator who thoughtfully leverages AI tools to streamline workflows and elevate execution - building lifecycle journeys that are both sophisticated and seamless.
The ability to balance strategic thinking with hands-on execution in a fast-paced, highly cross-functional environment.
Strong analytical skills, with comfort translating customer and performance data into actionable insights that inform strategy and day-to-day decisions.
Excellent organizational, project management, and communication skills, with the ability to manage multiple initiatives and timelines simultaneously.
A deeply customer-obsessed mindset, with a passion for building long-term loyalty, engagement, and lifetime value.
Comfort working independently while collaborating closely with senior stakeholders and cross-functional partners.
A curious, growth-oriented approach, with enthusiasm for testing, learning, and continuously improving lifecycle programs.
Ability and willingness to travel occasionally to Cotopaxi HQ in Salt Lake City, Utah.

Nice To Haves

Experience supporting or launching a customer loyalty program, or exposure to omni-channel retention efforts such as direct mail (a plus).

Responsibilities

Co-own Cotopaxi’s customer retention and lifecycle strategy in partnership with the Head of Retention & Paid, with primary ownership across email and SMS.
Help define and track lifecycle goals, KPIs, and OKRs that drive repeat purchase, engagement, loyalty, and customer lifetime value.
Identify and execute opportunities to improve retention through segmentation, personalization, automation, and testing.
Support the development and launch of Cotopaxi’s future loyalty strategy and program.
Own the end-to-end execution of all Cotopaxi email and SMS programs, including campaigns, triggered automations, and lifecycle journeys.
Manage campaign planning, scheduling, and deployment across key launches, moments, and peak buying periods.
Continuously optimize performance through A/B testing, audience strategy, and content iteration.
Ensure best practices across deliverability, compliance, accessibility, and overall customer experience.
Own and operate Bloomreach as Cotopaxi’s ESP/CDP, including audience development, journey orchestration, automation, and optimization.
Partner with internal teams and external vendors to maintain and expand platform capabilities.
Leverage customer data and behavioral insights to power personalized, omni-channel retention strategies.
Support the testing and expansion of emerging retention channels, including direct mail.
Play a key role in designing, testing, and operationalizing Cotopaxi’s future loyalty program.
Partner cross-functionally to ensure loyalty initiatives align with brand, impact, and customer experience goals.
Analyze email, SMS, and lifecycle performance, translating data into actionable insights.
Own regular reporting on retention KPIs, campaign performance, and lifecycle health.
Partner with analytics and finance teams to understand and communicate the revenue and LTV impact of retention efforts.
Collaborate closely with Creative, Brand, eCommerce, CX, Impact, and Analytics teams to bring retention programs to life.
Translate strategy into clear briefs, timelines, and execution plans.
Serve as a lifecycle marketing and retention subject-matter expert across the organization.
Maintain lifecycle marketing calendars and conduct regular audits of automated journeys.
Document processes, best practices, and learnings to support scalability and knowledge sharing.
Stay current on lifecycle marketing trends, tools, and innovations.

Benefits

Medical, dental and vision benefits with HSA, FSA, and DCSA options.
Company-paid basic life insurance with the option to purchase additional coverage.
Voluntary short-term and long-term disability coverage.
Voluntary accident and critical illness insurance.
Company-paid employee assistance program.
Company-paid volunteer time.
401(k) plan with employer match.
Unlimited responsible PTO.
In The Wild Days: Two company-wide days off to recharge, reconnect, and embrace what inspires you.
Enjoy deep product discounts with 60% off Cotopaxi gear - perfect for living out your next adventure in style.
Gear up for the outdoors with exclusive discounts from partner outdoor and lifestyle brands.
Grow personally and professionally through thoughtfully curated learning and development opportunities.
Stay connected and celebrate often with regular in-person and virtual events that bring our team together, no matter where you work.
Be part of a vibrant, values-driven culture that champions people, innovation, and adventure in everything we do.