Customer & Retention Manager

Position: Customer Growth & Retention Manager
What you'll be working on:
Paid Media & Performance Marketing (30%)
Own the day-to-day execution of Kotn's paid media program across Meta, Google, Affiliate, and emerging platforms, including audience strategy, landing page and campaign builds, budget management, and daily pacing
Manage monthly and quarterly paid budgets against CAC, MER, and ROAS, and contribution targets, reallocating spend strategically across markets and channels as performance shifts
Own the full paid acquisition funnel from prospecting through retargeting, with clear accountability for new customer volume and efficiency
Brief and partner with Marketing & Creative to produce ad creative, and run a continuous testing pipeline of concepts, hooks, formats, and landing experiences
Manage platform partners, agencies, and vendors, holding them accountable to performance commitments and clear deliverables
Email & Lifecycle Marketing (30%)
Own the execution of Kotn's email program in Klaviyo, from brief through deployment, including campaigns, automated flows, and segmentation
Manage the email calendar end-to-end, ensuring alignment with commercial priorities, product launches, and seasonal moments
Build, optimize, and maintain lifecycle flows across welcome, post-purchase, replenishment, lapsed, and VIP moments to drive repeat purchase and customer lifetime value
Improve email performance through structured, ongoing testing of subject lines, creative, offers, send cadence, and audience segmentation
Maintain list health, deliverability, and overall platform hygiene, including integrations
Work with Ecommerce and Creative to connect email and paid messaging into a coherent customer journey across acquisition and retention
Retention Strategy & Loyalty Programs (25%)
Develop and optimize customer loyalty, rewards, and VIP programs to maximize repeat purchase rates and long-term customer engagement
Analyze customer cohort behavior, repeat purchase cadence, and churn triggers to implement targeted win-back and retention initiatives
Partner with Growth, Ecommerce, Brand, and Creative to integrate retention initiatives with campaigns, launches, and key commercial moments
Ecommerce Optimization, Analytics & Reporting (15%)
Build and maintain reporting on ecommerce performance (net sales, new and returning customers, AOV, conversion, ad spend, CAC, ROAS, MER, blended efficiency, repeat purchase rate, churn, and LTV
Translate performance data into clear recommendations on where to scale, where to cut, and what to test
Own the testing roadmap across paid and email, prioritizing experiments by expected impact and running them with enough rigour to draw and report on real conclusions
Partner on landing pages and the on-site experience so paid and email traffic converts efficiently
Report regularly to the Director of Growth on performance, wins, and opportunities weekly
What you'll bring:
Performance Marketing Expertise Deep, hands-on experience building and managing paid social and paid search campaigns at meaningful scale, with a clear track record of hitting both retention / retargeting and acquisition / efficiency targets
Bias for Execution
Moves quickly and owns the details: comfortable being the person in the platforms and on the website everyday, shipping ads and emails on time and to a high standard without waiting for detailed instruction
Email & Lifecycle Fluency
Practical experience with email marketing platforms (Klaviyo), including retention lifecycle management, general campaign management, flow and email building, detailed segmentation, and deliverability
Analytical Thinking
Comfortable in the data: measures what matters across both acquisition and retention metrics, isolates what's driving performance, and turns insight into prioritized action
Full-Funnel Mindset
Thinks about acquisition and retention as one system, understanding how spend, creative, and lifecycle messaging compound into long-term customer value
Creative Judgment
Knows what makes an ad or email work, can brief creative clearly, and can give useful, clear feedback that raises performance while staying true to the brand
The salary for this position is $80 - 90K yearly, based experience and qualifications.