Retention Specialist

JENNY BIRD•Toronto, ON

2d•Hybrid

About The Position

The Retention Specialist will join the Marketing Team in a revenue-contributing role. This position is responsible for managing the owned channel experience, including email, SMS, and push notifications. The specialist will also design and implement digital strategies to retain new customers, nurture existing customers, and win back churned customers, all while creating memorable customer experiences. The role involves close collaboration with the marketing, ecommerce, and creative teams, valuing speed and savvy thinking. The ideal candidate is a driven and creative thinker with a conversion-focused mindset, capable of developing innovative strategies to engage customers and encourage repeat business. Technical experience with an ESP/Marketing Automation and SMS management tool like Klaviyo, Braze, Attentive, Postscript, or similar is expected.

Requirements

Resourceful and a problem solver with an entrepreneurial spirit.
Ability to thrive in fast-paced and adaptable environments.
Strong collaboration skills and enjoyment in working cross-functionally.
Curious and proactive with a desire to find new opportunities for improvement.
Entrepreneurial spirit and knowledge of industry tactics for retention, customer LTV, and customer lifecycle.
Customer-centric approach, striving to ensure a great experience and increase customer loyalty.
Technical experience working with an ESP/Marketing Automation and SMS management tool like Klaviyo, Braze, Attentive, Postscript or similar.

Responsibilities

Collaborate with creative and editorial teams to plan and execute a monthly content calendar for email, SMS, and push notification channels to engage the audience, drive conversion, and support campaign and product launches.
Build and flawlessly deploy to customer segments based on customer behavior, demographics, lifecycle stage, and product preferences.
Regularly optimize existing cross-channel marketing automations, including Welcome, Abandonment, and Post Purchase flows, and identify opportunities to improve and grow them.
Leverage audience and performance analytics to make informed decisions on strategy, and proactively explore new and untapped opportunities to drive revenue.
Identify opportunities to experiment within email and SMS channels to test and learn for acquisition forms, content, creative, and audience segmentation.
Collaborate with the Client Care team to leverage feedback and continually optimize the customer's experience.