Retention Manager

Apothékary

About The Position

Apothékary is looking for a data-driven and customer focused Retention Manager to join our growing team. This role will report to the Head of Marketing and will play an integral role in executing a high performing customer retention program. The ideal candidate will have a passion for driving customer engagement and loyalty while actively managing customer churn and LTV metrics.

Requirements

Strong analytical mindset with experience in CRM, retention marketing, lifecycle management, and customer-level metrics (cohorts, LTV, segmentation).
Proficient with email/SMS marketing platforms (Klaviyo and Attentive) and personalization tactics, with a passion for understanding consumer behavior and driving engagement.
Proficient with subscription platforms (e.g. Recharge)
Demonstrated experience driving eCommerce revenue in prior relevant roles, with the ability to interpret data and act on results.
Effective collaborator with experience working with teams and building strong cross-functional relationships.
Highly organized with the ability to manage multiple projects, adapt to change, and maintain a proactive, “can‑do” mindset.
Excellent written, verbal, presentation, and cross-team communication skills.
Ability to maintain confidentiality, work well with others, and thrive in a fast-paced environment.
Bachelor’s degree
4-5 years of experience in CRM/Digital Marketing/Direct Marketing
Experience working with ecommerce platforms (like Shopify)
Experience working with CRM platforms (like Klaviyo and Attentive)

Responsibilities

Plan monthly email campaigns together with the email agency to support priority brand and sales channel initiatives.
Manage Asana projects to ensure timely delivery of assets, email builds in Klaviyo, SMS builds in Attentive, and delivery scheduling.
Manage email flows and pop ups to optimize conversion and LTV on DTC.
Collaborate with internal and external creative resources to ideate, brief, and copywrite email/SMS campaigns and flows
Report on email/SMS metrics and work with the team to deliver on monthly objectives.
Create and implement monthly plans to grow loyalty program, growing members, revenue, and engagement
Leverage loyalty data to strengthen brand differentiation and improve customer retention and lifetime value.
Continuously optimize subscription programs plans to grow subscribers, repeat purchases, and LTV
Work with cross functional partners to support retention across multiple channels including Amazon, Tik Tok Shop, and retail.
Manage consumer surveys related to brand experience, product experience, and product results.
Measure and report on retention performance metrics, list growth, and cohort performance.
Manage weekly and monthly performance KPIs.
Monitor consumer feedback from Customer Service and implement learnings into retention planning.