Retention Marketing Manager

We’re looking for a Manager of Retention Marketing to deepen engagement and grow customer lifetime value across the full lifecycle. You will go beyond managing email and SMS, focusing on understanding customer cohorts, uncovering behavioral insights, and developing strategies that drive retention across channels. You’ll partner closely with Creative, Merchandising, Analytics, and Engineering to bring personalized experiences to life, informed by data and customer needs. You’ll own segmentation and lifecycle strategy, guide content and contact plans, and analyze performance to continually optimize the customer journey. A key part of your work will be identifying opportunities to strengthen loyalty among high-value customers, re-engage lapsed users, and shape acquisition strategies through retention learnings, all anchored in a deep understanding of what motivates and retains our customers. This position reports directly to the Director of Customer Experience & Retention. You’ll work closely with cross-functional partners across the business and may oversee junior team members or external partners supporting email development. This is a highly collaborative, hands-on role with high visibility and direct impact on the success of our retention efforts.

Responsibilities

Execute campaigns across email and SMS, including list segmentation, A/B testing, calendar management, and deployment; Partner with Marketing, Creative, and Merchandising on marketing calendar alignment and content needs; Monitor campaign performance and report on key KPIs such as open rates, click-through, conversion, repeat purchase, and retention; Analyze customer segments and identify opportunities to improve targeting, personalization and journey design; Grow to own lifecycle architecture across the full customer journey: welcome, first purchase, second purchase, post-purchase, replenishment, winback, VIP, and churn-risk segments; Develop customer cohort strategies by recency, frequency, monetary value, product affinity, discount sensitivity, and category behavior; Partner with Merchandising to turn product drops, seasonal stories, and key category pushes into compelling retention moments; Support and refine a structured testing roadmap to improve channel optimization and learnings; Collaborate with Engineering and Analytics partners to ensure accurate tracking and reporting; Assist in identifying opportunities to re-engage lapsed customers or retain high-value customers; Stay current on industry trends and competitive practices in retention and lifecycle marketing

Requirements

BA/BS degree or 4-6 years of experience in retention marketing or lifecycle marketing in e-commerce; Hands-on experience in major ESP platforms like Klaviyo, Braze, or SailThru; Strong analytical and reporting skills; comfortable working with retention and ecommerce metrics; Experience executing marketing campaigns with a test-and-learn mindset; Passion for Everlane’s mission and values