Customer Retention Specialist - Mexico

Solo para miembros registrados Mexico, México

hace 1 día

Job Title: Customer Retention Specialist · Job Type: Full-Time Remote · Time Zone: US Hours · Role Overview · We are seeking a Customer Retention Specialist to build and scale a high-impact retention and lifecycle marketing function from the ground up. This role will be responsib ...

Descripción del trabajo

Job Title: Customer Retention Specialist

Job Type: Full-Time Remote

Time Zone: US Hours

Role Overview
We are seeking a Customer Retention Specialist to build and scale a high-impact retention and lifecycle marketing function from the ground up. This role will be responsible for designing and executing data-driven lifecycle programs that increase repeat purchase rate, customer lifetime value (LTV), and long-term brand loyalty, with a primary focus on the U.S. market.

This is a hands-on, builder role ideal for someone who thrives in an environment with minimal existing structure and is excited to create strategy, processes, and programs from scratch.

Key Responsibilities

Own the strategy and execution of email and SMS lifecycle marketing, with a strong focus on U.S. customer growth
Build, manage, and optimize automated flows in Klaviyo, including welcome, post-purchase, win-back, replenishment, VIP, and churn-prevention programs
Develop and refine customer segmentation strategies based on behavior, cohorts, and lifecycle stage to deliver highly personalized messaging
Plan and execute lifecycle campaigns to support product launches, promotions, and key brand moments
Monitor and continuously optimize performance across flows and campaigns, including open rates, click-through rates, conversion, revenue, unsubscribe rates, and deliverability metrics
Partner cross-functionally with Ecommerce, Customer Experience, and Marketing teams to align retention initiatives with site experience, promotions, and broader campaigns
Analyze customer and performance data to identify LTV growth opportunities and test hypotheses around offers, messaging, timing, and cadence
Create clear, actionable reporting on retention KPIs and communicate insights, learnings, and recommendations to stakeholders

Requirements

3–5+ years of experience in lifecycle marketing, retention, CRM, or email/SMS marketing for DTC ecommerce brands
Hands-on expertise with Klaviyo, including building, launching, and maintaining automated flows and campaigns
Proven track record of improving retention, repeat purchase rate, and customer LTV
Strong analytical skills with the ability to interpret data, build reports, and make informed decisions based on performance insights
Experience targeting and growing U.S.-based DTC customers, with an understanding of U.S. ecommerce and promotional dynamics
Strong copy instincts and the ability to collaborate with creative teams to produce high-performing lifecycle content
Highly organized and detail-oriented, with the ability to manage multiple programs, tests, and priorities simultaneously
Comfortable operating in a fast-paced, entrepreneurial environment with limited existing structure or playbooks

Bonus Qualifications

Experience running SMS programs alongside email within Klaviyo or similar platforms
Background in fashion, accessories, or lifestyle brands
Experience partnering closely with Customer Experience teams to translate service insights into retention and lifecycle improvements