Director, Retention Marketing

American City Business Journals • Charlotte, NC

1d

About The Position

Lifecycle Strategy: Develop and execute retention strategies to improve
engagement, conversion, and repeat transactions across Hemmings’ digital
marketplace.
Channel Ownership: Lead all customer lifecycle channels—email, SMS, push
notifications, and on-site chat—ensuring consistent, brand-aligned messaging.
Segmentation & Personalization: Build advanced segmentation, triggered flows,
and personalized journeys to maximize relevance and impact.
Platform Expertise: Serve as the internal Klaviyo expert, managing campaigns,
flows, A/B testing, deliverability, and reporting.
Cross-Functional Collaboration: Partner with Product, Growth, and Marketplace
teams to align retention campaigns with broader customer acquisition and
revenue goals.
Data-Driven Optimization: Monitor performance metrics (open/click rates,
conversions, churn, CLTV) and continuously refine strategies for improvement.
Team Leadership: Depending on level, manage retention specialists and/or
agency partners, fostering a culture of testing, learning, and optimization.
Compliance & Best Practices: Ensure messaging programs meet legal
requirements (CAN-SPAM, TCPA, GDPR/CCPA) and industry best practices.

Requirements

• 6–10+ years of experience in retention marketing, CRM, or lifecycle marketing within ecommerce or digital marketplaces.
• Deep expertise with Klaviyo—flows, campaign execution, and advanced segmentation required.
• Proven track record of increasing engagement, repeat purchase, and CLTV through lifecycle programs.
• Experience managing SMS and push notification programs, with knowledge of compliance standards.
• Strong analytical skills and comfort working with data to inform decisions.
• Excellent communication, project management, and cross-team collaboration skills.
• Entrepreneurial mindset with the ability to thrive in a fast-paced, growth-oriented environment.

Responsibilities

• Develop and execute retention strategies to improve engagement, conversion, and repeat transactions.
• Lead all customer lifecycle channels—email, SMS, push notifications, and on-site chat—ensuring consistent, brand-aligned messaging.
• Build advanced segmentation, triggered flows, and personalized journeys to maximize relevance and impact.
• Serve as the internal Klaviyo expert, managing campaigns, flows, A/B testing, deliverability, and reporting.
• Partner with Product, Growth, and Marketplace teams to align retention campaigns with broader customer acquisition and revenue goals.
• Monitor performance metrics (open/click rates, conversions, churn, CLTV) and continuously refine strategies for improvement.
• Manage retention specialists and/or agency partners, fostering a culture of testing, learning, and optimization.
• Ensure messaging programs meet legal requirements (CAN-SPAM, TCPA, GDPR/CCPA) and industry best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed