Retention Manager

JENNY BIRD is a leading jewelry and lifestyle brand, on a mission to uplift and inspire through lightweight statement designs and our 1% giveback pledge. As a fast moving business with direct-to-consumer, wholesale and major department store channels, our cross-functional team embodies dynamic creativity and is ever-evolving. With everything we do, we keep our customer at the core. We value our partnerships, developing and strengthening our relationships with accounts.

Hi, I’m Eileen Kim from JENNY BIRD, and I am the Director of Ecommerce. I joined the company last year and have had an amazing experience so far leading our overall customer experience from site, app, CRM channels and more. This is a very exciting time for our team, with limitless possibilities and creativity at the forefront. Our teams include sales, marketing, design, creative services, production, operations, people experience and finance, with a global partnership network.

Our staff are award-winning visionaries, led by an all-woman executive team.

We are a fast moving, complex business with direct to consumer, wholesale and major department sales channels with customer experience at the core. We value our partnerships, developing and strengthening our relationships with our boutiques and majors. We are inspired by our consumers, and consciously strategize how we can exceed our five star shopping experience.

We are looking for a Retention Manager to join our Retention Team. You will lead strategic planning and day-to-day management of all retention opportunities. You’re an adaptable person who thrives in a fast-paced environment, you have an entrepreneurial spirit and are “in-the-know” with industry tactics for retention, customer LTV and the full customer journey. You enjoy digging into patterns of customer behavior as a way to constantly grow a repeat customer base and re-engage past purchasers.

You should be well-versed in owned channel management with technical experience working with an ESP/Marketing Automation and SMS management tool like Klaviyo, Braze, Attentive, Postscript or similar.

• Contribute to annual eComm revenue targets, by creating a retention marketing strategy to meet and exceed return customer goals.
• Leverage audience and performance analytics to make informed decisions on strategy, as well as proactively explore new and untapped opportunities to drive revenue.
• Continue to grow and regularly evaluate our owned marketing channels, including Welcome, Abandonment, Cross-sell and Notify me flows and weekly deployments.
• Implement a thoughtful reporting process for measuring success of retention strategies including testing results, and optimizing email creative.
• Partner with the Ecommerce team to drive in-app revenue; especially with return purchases.
• Work closely with our Brand Director and Copywriter on building monthly marketing calendar with content that supports both campaign and product launches and overall brand messaging.
• Work closely with Brand Director and Graphic Designer on weekly email deployments that are on brand and maximize CTR and Placed Order Rate and Conversions.

Note that some of the above responsibilities may be tweaked slightly based on the candidate's experience and areas of strength. Any such minor amendments to the above will be shared with the candidate as a part of the hiring process.

• 4+ years of experience in retention marketing, ecommerce, or a related field, with experience leading teams and cross-functional initiatives.
• Required experience with Klaviyo, including building customer lifecycle campaigns, segmentation, automation, A/B testing, and performance reporting.
• Strong analytical and commercial mindset with experience using data to drive business decisions.
• Experience managing ecommerce platforms (Shopify preferred) and analytics tools such as GA4, Looker Studio, and Excel.
• Demonstrated ability to manage multiple projects and stakeholders in a fast-paced environment.
• Excellent communication, organization, and problem-solving skills.
• Bachelor's degree in Business, Marketing, Ecommerce, or a related field (or equivalent experience).