Retention Marketing Specialist (Email, SMS, Postcards & Loyalty)
Retention Marketing Specialist (Email, SMS, Postcards & Loyalty)
Location: Remote
Type: Full-Time
Start Date: ASAP
My client DTC (Direct-to-Customer) jewelry brand built on sentiment and storytelling. Every piece features the moon as it appeared on a date that matters to customers — a birthday, an anniversary, a memory. They’re not just selling jewelry; they’re helping people hold onto the moments that define them. They’re a small, remote team with big goals — focused on delivering great products, meaningful customer experiences, and emotionally driven campaigns.
They are currently looking for a smart, analytical, and creative Retention Marketing Specialist own and optimize all customer retention touchpoints—from email and SMS to postcards, loyalty, and the post-purchase experience.
Who You Are:
You’re a strategic thinker who can execute. You have strong communication skills (in English), can write well, and are highly organized. You balance left brain and right brain: you're analytical with performance data but also have a strong creative instinct. You’re not afraid to get in the weeds and can keep track of moving pieces across multiple platforms.
Responsibilities:
Email Marketing
Plan and execute promotional and storytelling emails (2–3x/week)
Own automated flows: welcome, post-purchase, abandoned cart, win back
A/B test subject lines, creative, send times
Build and segment lists based on customer behavior
Maintain a clean list and ensure healthy deliverability
Monitor open rates, CTRs, conversions, and flow revenue
SMS Marketing
Plan and send weekly SMS campaigns aligned with email
Set up and monitor automated SMS flows
Optimize timing, copy, and visuals (e.g., GIFs, emojis)
Track performance: CTR, opt-out rate, conversions
Ensure compliance with TCPA and carrier guidelines
Postcard Campaigns
Manage direct mail drops for key customer segments
Work with creative team on designs
Build segmented mailing lists and track redemptions
Test postcard messages, formats, and seasonal offers
On-Site & Post-Purchase Experience
Update post-purchase thank you pages and banners
Test and optimize retention-focused modules (e.g., reorder buttons)
Oversee returning customer flows and experiences
Loyalty Program
Oversee day-to-day program activity (points, rewards, redemptions)
Run loyalty campaigns like double points or VIP surprises
Collaborate with creative and marketing teams to communicate loyalty benefits
Technical Oversight & Compliance
Manage SPF, DKIM, DMARC, and domain reputation
Track Apple Mail Privacy impact and adjust strategy
Ensure SMS compliance, unsubscribe links, and legal footers
Warm up and monitor new sending domains (if needed)
Customer Lifecycle
Build and maintain a customer journey map
Strategically message based on lifecycle stage (new → loyal → lapsed)
Identify and fix drop-off points
Reporting & KPIs
Track and analyze repeat rate, LTV, repurchase timelines, NPS
Report weekly and monthly retention performance
Make decisions based on CAC payback, cohort behavior, and attribution
Cross-Team Collaboration
Work closely with creative, CS, paid ads, and tech/dev
Provide briefs for design and development needs
Attend weekly standups and performance check-in
What You’ll Need:
2+ years in retention, email/SMS marketing, or lifecycle marketing (DTC experience preferred)
Strong English communication skills (written & verbal)
Experience with tools like Klaviyo, Attentive, PostPilot and Shopify
Basic understanding of email deliverability & compliance (SPF, DMARC, etc.)
Analytical mindset with comfort in Google Sheets, Looker, or analytics dashboards
Creative eye, can brief on design and spot opportunities to tell a better brand story
Organized, proactive, and performance-driven
Nice to Have:
Copywriting experience
Direct mail or print marketing background
Experience with loyalty programs or subscription models
