Retention Specialist

Dermalogica•Toronto, ON

4d•CA$75,000 - CA$80,000•Onsite

About The Position

We are looking for a data-obsessed, technically-fluent Retention Specialist to lead our customer lifecycle strategy. You aren’t just "sending emails", you are an architect of customer journeys. You will own the end-to-end execution of our Email, SMS, and Push notification strategies while pioneering new growth frontiers like WhatsApp. The ideal candidate lives at the intersection of creative storytelling and hard data. You should be someone who thrives on diving into GA4 or RetentionX to find a specific cohort of "at-risk" high-value customers and then building a hyper-targeted automated flow in Klaviyo to win them back.

Requirements

3-4 years of dedicated CRM/Retention experience, preferably within the D2C or consumer goods space.
Proven expertise in structured A/B testing and multivariate testing with the ability to articulate statistical significance and ROI.
Tangible evidence of driving Retention Rate improvements and increasing Returning User Growth.
Expert-level mastery of Klaviyo and Shopify. Deep familiarity with GA4 and RetentionX (or similar LTV platforms) is essential.
You don't just see numbers; you see patterns. You have an obsession with understanding why a customer stays or leaves.
Experience leveraging AI tools for copywriting, data analysis, or workflow automation.

Nice To Haves

Bilingual (English/French) is considered an asset.

Responsibilities

Own the monthly CRM calendar across Email, SMS, and Push. Lead the expansion into new channels, specifically WhatsApp and other emerging growth initiatives
Establish a culture of "test and learn." You will be responsible for a continuous A/B testing roadmap, validating everything from creative assets and copy to audience segments, subject lines, and optimal send times
Design, build, and optimize complex automated flows (welcome series, post-purchase, win-back) and high-impact manual campaigns
Move beyond basic demographics to hyper-target consumer cohorts based on LTV, purchase frequency, and behavioral triggers to maximize conversion
Establish a rigorous reporting cadence (weekly/monthly), translating raw data into actionable insights. You will use AI-driven tools to predict churn and optimize performance
Act as the power user for our tech stack, ensuring seamless data flow between Shopify, Klaviyo, GA4, and RetentionX
Partner with design teams to ensure high-aesthetic standards while rigorously testing layouts and CTAs to prove out the elements that actually drives revenue