Director, Retention Marketing

About the Role

Key Responsibilities

• Define and lead the retention marketing strategy experience across email (Klaviyo) and SMS (Attentive), including campaign calendar development, list growth strategies, and lifecycle programs that ladder to overall company revenue and retention goals
• Own the flawless execution of all email & SMS campaigns and trigger flows, while establishing best practices and scalable processes for the team and cross-functional partners
• Develop and optimize always-on customer journey flows (welcome, post-purchase, abandonment, loyalty) using insights from customer journey mapping & purchase behavior, ensuring programs continuously evolve with business needs
• Design and oversee a rigorous A/B testing roadmap to consistently optimize all elements of the email/SMS programs, including subject lines, segmentation, creative, send times, and landing experiences
• Deliver robust weekly, monthly, and quarterly reporting to cross-functional leadership, turning insights into strategic recommendations that inform marketing, creative, merchandising, and product decisions
• Drive advanced segmentation strategies across all owned channels to improve customer retention, cross-category loyalty (fine vs. bespoke jewelry), and customer lifetime value
• Partner closely with creative, integrated marketing, and merchandising teams to guide storytelling opportunities that reflect retention insights, ensuring consistent and personalized messaging across all touchpoints
• Oversee and manage relationships with retention marketing vendors, evaluating new technologies and making recommendations to senior leadership on partnership opportunities
• Evaluate, test, and scale emerging retention marketing channels (e.g., direct mail, loyalty programs, retail activations) that complement core email/SMS strategy
• Lead cross-functional projects that impact customer retention beyond marketing, including product inserts, return rate analysis, customer satisfaction surveys, user experience, and loyalty/discounting strategies
• Analyze and lead the optimization of the loyalty program with the goal of strengthening customer retention and brand advocacy
• Ensure all retention marketing efforts adhere to internal guidelines, industry best practices, and legal regulations (CAN-SPAM, CCPA, GDPR)

Requirements

• 6-8+ years of experience in retention marketing (email/SMS focus), with proven success driving measurable improvements in customer retention, repeat purchase, and LTV
• Advanced proficiency in email marketing platforms & tools (Klaviyo/Attentive preferred)
• Proficiency in HTML/CSS
• Demonstrated experience developing and managing content calendars and cross-functional deliverables, with the ability to influence and align stakeholders at multiple levels
• Strong understanding of CRM data, reporting structures, and cross-channel attribution
• Strong technical understanding of e-commerce platforms and data integrations
• Experience managing vendor relationships and evaluating new technologies/tools
• Passion for the fine jewelry space and alignment with our brand's values
• Advanced Excel skills

Nice to Have

• Experience with data integration and data management
• Knowledge of regulatory compliance (CAN-SPAM, CCPA, GDPR)
• Experience with marketing analytics and A/B testing
• Familiarity with user journey mapping and content development
• Experience in cross-functional team management and project leadership

Qualifications

• Experience in retention marketing, specifically email and SMS
• Proficiency in marketing platforms and tools such as Klaviyo and Attentive
• Technical skills in HTML/CSS
• Experience with content calendar development and cross-functional collaboration
• Strong understanding of CRM and data reporting

Benefits & Perks

• Health, Vision & Dental Insurance for full-time employees
• Generous employee discounts on our fine jewelry
• Paid time off
• Base compensation of $150,000
• NYC hybrid role located in midtown NYC (4 days in office)
• Office hours from 9:00 am to 6:00 pm, with potential for extended hours during busy seasons or sales