Manager of Retention

Job Title:

Manager of Retention

Job Level: Mid-Level

Job Type: Full-Time, Exempt

Job Location:

Cotopaxi HQ:
Salt Lake City, Utah (Remote Work Available in MST or PST)

Job Compensation: $85-105k plus annual bonus potential

We make adventure travel gear to empower people to see the world and make it better. As a Certified B Corporation, our Gear for Good® promise drives everything we do - from ethical and sustainable sourcing to products built to last and create lasting change. Through the Cotopaxi Foundation, we dedicate 1% of our revenue to nonprofits that fight poverty and support communities in need.

So far, we’ve helped more than 4.25 million people experiencing extreme poverty - and we’re just getting started.

Our team is full of passionate, curious, and mission-driven people who love adventure and believe business can be a force for good. Whether you’re working from a retail shop, our Salt Lake City HQ, your home, or your van in the woods, you’ll find connection, collaboration, and a shared drive to make a difference.

The manager of Retention plays a key role in turning customers into lifelong supporters of Cotopaxi - driving repeat purchase, engagement, and loyalty while advancing our mission to do good in the world. This role sits at the intersection of strategy and execution, shaping how customers experience Cotopaxi across every stage of their journey.

Partnering closely with the Head of Retention & Paid, you’ll co‑own retention and lifecycle strategy with primary ownership across email and SMS, and growing influence across loyalty and emerging channels. You’ll be hands‑on in building, testing, and optimizing lifecycle programs that are data‑driven, customer‑first, and deeply aligned with Cotopaxi’s values.

As the owner of our ESP/CDP (Bloomreach), you’ll collaborate across Creative, Brand, eCommerce, CX, Impact, Analytics, and Finance to deliver personalized, omni‑channel experiences that fuel sustainable growth and meaningful impact. This role is ideal for a strategic builder who’s customer‑obsessed, analytically minded, and excited to roll up their sleeves to create retention programs that matter to the business, to our customers, and to the world beyond the product.

• Co‑own Cotopaxi’s customer retention and lifecycle strategy in partnership with the Head of Retention & Paid, with primary ownership across email and SMS.
• Help define and track lifecycle goals, KPIs, and OKRs that drive repeat purchase, engagement, loyalty, and customer lifetime value.
• Identify and execute opportunities to improve retention through segmentation, personalization, automation, and testing.
• Support the development and launch of Cotopaxi’s future loyalty strategy and program.

• Own the end‑to‑end execution of all Cotopaxi email and SMS programs, including campaigns, triggered automations, and lifecycle journeys.
• Manage campaign planning, scheduling, and deployment across key launches, moments, and peak buying periods.
• Continuously optimize performance through A/B testing, audience strategy, and content iteration.
• Ensure best practices across deliverability, compliance, accessibility, and overall customer experience.

• Own and operate Bloomreach as Cotopaxi’s ESP/CDP, including audience development, journey orchestration, automation, and optimization.
• Partner with internal teams and external vendors to maintain and expand platform capabilities.
• Leverage customer data and behavioral insights to power personalized, omni‑channel retention strategies.

• Support the testing and expansion of emerging retention channels, including direct mail.
• Play a key role in designing, testing, and operationalizing Cotopaxi’s future loyalty program.
• Partner cross‑functionally to ensure loyalty initiatives align with brand, impact, and customer experience goals.

• Analyze email, SMS, and lifecycle performance, translating data into actionable insights.
• Own regular reporting on retention KPIs, campaign…