Senior Retention Strategist

Lilo Social is a full-funnel eCommerce growth agency specializing in acquisition and retention for direct-to-consumer brands. With a team of over 75 professionals, we deliver best-in-class paid media, email marketing, and creative services to help brands scale profitably. We work across the entire customer lifecycle: from content creation and paid advertising to conversion rate optimization and retention marketing.

Our partnership-first approach has earned us a 90% client retention rate and recognition as an Inc. 5000 honoree for three consecutive years (2023, 2024, 2025). We are proud to be a Klaviyo Master Elite Agency, a distinction held by only 0.2% of Klaviyo's 6,500+ partners. To date, we have driven billions of dollars in attributed revenue for our partners.

As a Senior Retention Strategist, you will architect and execute comprehensive retention strategies that maximize customer lifetime value across the entire post-purchase journey. You will own the strategic vision for retention programs spanning email, SMS, subscription optimization, loyalty initiatives, and customer success—transforming one-time buyers into high-value, loyal customers. This role combines strategic thinking with hands-on execution to drive measurable revenue growth and retention for our DTC ecommerce partners.

• Consistent month-over-month increases in customer LTV and retention revenue across your client portfolio
• Measurable reduction in churn rates and improvement in repeat purchase frequency through strategic lifecycle programs
• Data-driven segmentation strategies that deliver personalized customer experiences and drive engagement across all touchpoints
• Strong cross-functional collaboration that aligns retention initiatives with acquisition and creative strategies to optimize the full customer journey

• Develop and execute comprehensive lifecycle retention strategies encompassing email, SMS, subscription programs, loyalty initiatives, and customer success touchpoints
• Design and architect advanced segmentation frameworks and customer journey maps that deliver personalized experiences across the entire post-purchase lifecycle
• Build and optimize subscription retention programs including churn reduction strategies, failed payment recovery, dunning management, and upgrade/downgrade flows
• Lead strategic A/B testing roadmaps across all retention channels to continuously improve performance and identify scalable opportunities
• Analyze customer cohorts, purchase patterns, and behavioral data to identify at-risk segments and develop targeted retention initiatives
• Create advanced automation flows in Klaviyo including welcome series, abandoned cart recovery, post-purchase sequences, win-back campaigns, and VIP customer nurture
• Collaborate with creative and design teams to develop high-converting retention creative assets and messaging frameworks that drive action
• Monitor and report on retention KPIs including LTV, repeat purchase rate, churn rate, revenue per recipient, engagement metrics, and cohort analysis
• Present strategic insights and performance results to client leadership teams with actionable recommendations for growth
• Partner cross-functionally with paid media, CRO, and creative teams to ensure cohesive customer experiences from acquisition through retention
• Mentor and develop retention team members, sharing best practices and elevating the team's strategic capabilities
• Stay current on retention marketing trends, platform updates, subscription commerce best practices, and emerging technologies in the lifecycle marketing space

• 5+ years of experience in retention marketing, lifecycle marketing, or customer success with a focus on DTC ecommerce brands
• Expert-level proficiency in Klaviyo with deep understanding of advanced segmentation, flow architecture, and analytics capabilities
• Proven track record of driving significant revenue growth and LTV improvement through comprehensive retention programs
• Strong experience with subscription commerce including churn analysis, cohort retention optimization, and subscription lifecycle management
• Advanced analytical skills with ability to extract insights from complex datasets, build predictive models, and make data-driven strategic recommendations
• Demonstrated client-facing experience presenting strategies, insights, and results to senior stakeholders with confidence and clarity
• Deep understanding of lifecycle marketing principles including customer journey mapping,…