Retention Marketing Manager

BRUNT Workwear•North Reading, MA

4h•$80,000 - $100,000•Hybrid

About The Position

The BRUNT team is devoted to improving on the old workwear standards and creating a community that tradesmen and women can call their own. From weekly hangouts at the BRUNT Garage to hosting events across the country, BRUNT is all about getting boots on the ground and building something real with the BRUNT crew. The Retention Marketing Manager owns BRUNT’s lifecycle marketing program across our owned channels, SMS and Email, building the flows and segmentation logic that move customers through the full lifecycle: from list growth (including on-site acquisition) through first purchase, repeat purchase, and long-term loyalty. This role architects multi-step, conditional customer journeys with D2C revenue, repeat behavior, and customer lifetime value (LTV) as the north star metrics. The manager is also responsible for the broader health of these channels: deliverability, audience growth, engagement, and conversion. The role involves day-to-day production as well as ideation on new flows and touchpoints, driving the process from concept to execution to reporting and optimization. This role is both creative and data-driven, obsessed with personalization, knows how to trust but verify, thrives in a fast-paced environment, has a willingness to adapt, and is committed to getting things done.

Requirements

2-3+ years of hands-on retention/lifecycle marketing experience, with demonstrated ownership of building (not just briefing) Email and SMS programs
Deep, hands-on expertise in Klaviyo & Postscript (or a comparable ESP/SMS provider such as Attentive, Iterable, or Braze) - you can independently build and debug complex, multi-step flows, including conditional splits/if-then branching logic, dynamic content, and API-based triggers, without relying on a developer
Comfortable writing basic HTML/CSS and Liquid templating logic (if/else conditional blocks) to personalize content within a single template
Strong Excel skills - comfortable building pivot tables, blending data from multiple exports, and turning raw performance data into clean reports and dashboards for leadership
Strong command of customer segmentation and data: comfortable building dynamic segments from behavioral and transactional data (RFM, LTV, purchase/engagement history) and mapping them to differentiated content paths
Familiarity with data integrations between an ESP/CDP and ecommerce platforms (Shopify) - custom properties, event tracking, and basic troubleshooting when syncs or triggers break
Experience with A|B testing
Demonstrated ability to excel in a demanding and ambiguous environment with competing priorities
Ability to commute to the office in North Reading, MA 4X per week

Nice To Haves

SQL or other data-querying skills a plus
Familiarity using tools such as Google Analytics, Looker a plus
Adept in strategic thinking & analytics with a passion for innovation and creative problem solving

Responsibilities

Lead the hands-on build of SMS and Email flows directly in Klaviyo & Postscript, partnering with the Email Marketing Associate and creative team on execution and QA.
Act as BRUNT’s subject matter expert in SMS and Email, tuning our campaign calendar to prioritize the campaign types that consistently drive revenue and brand engagement.
Be an authority on copy and design, leveraging past performance data to back decisions, and running a thoughtful A|B testing program across campaigns to continuously optimize on a monthly basis.
Run thoughtful A/B tests in Email/SMS flows (welcome, post purchase) that impact BRUNT’s key objectives. Regularly track and maintain A/B test results and report out on performance internally.
Build and maintain advanced customer segments from behavioral, transactional, and lifecycle data (RFM, purchase history, engagement, product/category affinity) to power segment-specific messaging.
Serve as the in-house Klaviyo & Postscript expert, owning flow architecture, list/segment hygiene, and deliverability configuration without relying on outside developers or agencies.
Understand how customer and order data moves between systems (Shopify, Klaviyo, Postscript, Rivo) - custom properties, events, and integration syncs — and troubleshoot when data or triggers break.
Ensure Email and SMS compliance with CAN-SPAM and TCPA requirements - managing consent capture, opt-out processing, and quiet hours adherence to protect deliverability and limit brand risk.
Work cross-functionally with Acquisition, Operations, Product, Creative, eCommerce, Analytics, and Loyalty teams.
Monitor Email and SMS metrics across campaigns and automated flows / journeys: audience size, open rate, click-through rate, conversion rate, revenue per delivery.
Monitor contribution of Email/SMS initiatives to corporate objectives & KPIs.
Track customer and cohort-level performance (LTV, repeat purchase rate, cross-category penetration, RFM/engagement tier migration, cohort retention curves) to show how individual customers and acquisition cohorts progress through the lifecycle over time.
Present monthly communication plan to department leadership to align on Email & SMS content strategy.
Align comms strategy with marketing promotion, inventory planning, and master campaign calendar.
Partner with Customer Insights to ensure optimal customer data capture, fueling segmentation strategies that power differentiated Email & SMS content paths.
Drive improvements in cross-category shopping among customers and LTV growth through strategic analysis of customer lifecycle trends, developing incentive/trigger/segment-based strategies to get the right messages in front of the right customers at the right moment to accelerate repeat purchasing growth.