Retention Marketing Manager

How You’ll Do:

The Retention Marketing Manager owns BRUNT’s lifecycle marketing program across our owned channels, SMS and Email, building the flows and segmentation logic that move customers through the full lifecycle: from list growth (including on-site acquisition) through first purchase, repeat purchase, and long-term loyalty. You architect multi-step, conditional customer journeys with DTC revenue, repeat & cross-category behavior, and customer lifetime value (LTV) as your north star metrics. You’re also responsible for the broader health of these channels: deliverability, audience growth, engagement, and conversion. You lead and develop our Email Marketing Associate, setting priorities and raising the bar on execution.

You own day-to-day production and ideate on new flow touchpoints, driving each from concept to execution to reporting and optimization. You’re both creative and data-driven, obsessed with personalization, know how to trust but verify, thrive in a fast-paced environment, adapt quickly, and are committed to getting things done.

How You’ll Do It:

Channel Management

• Lead the hands-on build of SMS and Email flows directly in Klaviyo & Postscript, partnering with the creative team on execution and QA.
• Manage, coach, and develop the Email Marketing Associate (direct report): set priorities, review builds and QA, and grow their skills.
• Own the A/B testing program across campaigns and flows, using past performance data to guide copy and design decisions and reporting results internally each month.
• Build and maintain advanced customer segments from behavioral, transactional, and lifecycle data (RFM, purchase history, engagement, product/category affinity) to power segment-specific messaging.
• Own on-site capture and list growth for both channels, including Klaviyo and Postscript sign-up forms and pop-ups.

Retention Strategy

• Develop and present monthly Email and SMS communication plans aligned with inventory, promotions, and the master marketing calendar, prioritizing the campaign types that consistently drive revenue and brand engagement.
• Collaborate with Customer Insights to improve customer data capture and feed it into segmentation.
• Drive repeat purchase and LTV growth by designing targeted, behavior-triggered messaging and cross-category shopping campaigns.

Platform & Data Management

• Serve as the in-house Klaviyo & Postscript expert, owning flow architecture, list/segment hygiene, and deliverability configuration without relying on outside developers or agencies.
• Understand how customer and order data moves between systems (Shopify, Klaviyo, Postscript, Rivo) - custom properties, events, and integration syncs and troubleshoot when data or triggers break.
• Ensure Email and SMS compliance with CAN-SPAM and TCPA requirements managing consent capture, opt-out processing, and quiet hours adherence to protect deliverability and limit brand risk.

Cross-Functional Collaboration

• Lead cross-functional alignment across Acquisition, Operations, Product, Creative, eCommerce, Analytics, and Loyalty teams to coordinate promotional campaigns, product launches, and brand messaging.
• Partner with Analytics to monitor customer behavior trends and maintain internal performance dashboards.

Measurement

• Track and analyze Email/SMS performance metrics (click rate, conversion, and revenue) to measure contribution to corporate KPIs.
• Monitor customer lifetime value (LTV), retention curves, and cohort-level performance (repeat purchase rates, cross-category penetration) to map lifecycle progression.

What You Need to Succeed:

• 4+ years of hands-on retention/lifecycle marketing experience at a DTC ecommerce brand (Shopify strongly preferred), with demonstrated ownership of building (not just briefing) Email and SMS programs
• 1+ years managing and developing direct reports
• 2+ years of deep, hands-on experience building in Klaviyo, plus hands-on experience with Postscript (or a comparable platform such as Attentive) - you can independently build and debug complex, multi-step flows, including conditional splits/if-then branching logic, dynamic content, and API-based triggers, without relying on a developer
• Comfortable writing basic HTML/CSS and Liquid templating logic (if/else conditional blocks) to personalize content within a single template
• Strong Excel skills - comfortable building pivot tables, blending data from multiple exports, and turning raw performance data into clean reports and dashboards for leadership
• Strong command of customer segmentation and data: comfortable building dynamic segments from behavioral and transactional data (RFM, LTV, purchase/engagement history) and mapping them to differentiated content paths
• Familiarity with data integrations between an ESP/CDP and ecommerce platforms (Shopify) - custom properties, event tracking, and basic troubleshooting when syncs or triggers break; SQL or other data-querying skills a plus
• Track record of designing A/B tests and turning the results into program changes
• Adept in strategic thinking & analytics with a passion for innovation and creative problem solving (familiarity using tools such as Google Analytics, Looker a plus)
• Ability to commute to the office in Wilmington, MA 4 days per week