Senior Retention Strategist

The main focus of this role is to strategize, write copy, manage accounts, and handle deployment to increase customer lifetime value for our client’s email and SMS campaigns. You’ll strategize, plan, outline, manage design, build, and launch campaigns and automation flows. You will keep a close eye on click-through rates, sales, and conduct frequent A/B testing to gather data across subject lines and different offers. The core focus of the role will be to fully manage and scale email and SMS accounts, with a focus on customer retention and lifetime value.

Our number one focus is to drive growth and ROI for our clients. You will be expected to manage needs internally while providing insight and roadmaps for clients on where and how to scale and improve. You will use your experience to make decisions and make choices of risks worth testing in order to drive growth. You will be in charge of driving constant team and client communication to make sure that the account has a sense of urgency to grow revenue and retain newly acquired customers through building personalized relationships.

You will be working cross-functionally with the project team including Paid Social, Paid Search, CRO, and Creative/Design. You will directly collaborate with your team and the account manager to plan cohesive marketing strategies that spark growth for our clients. In order to be effective in this setting, we are looking for someone that is data-driven and has a track record of being able to identify, develop, segment, execute and optimize retention marketing campaigns. You will adapt and evolve to the needs of your clients by creating and executing strategies that help grow LTV and profitability for their business.

Objectives

• Take ownership and strategize campaign calendars and automation backlog for email and SMS services, and effectively communicate a clear execution plan, internally and externally. Help to manage a Digital Designer and Developer as needed to ensure the perfect design and on-time delivery of assets.
• Prioritize projects and initiatives designed to scale your clients’ email and SMS marketing programs and drive LTV.
• Set up and manage a retention framework that includes testing, tracking, analyzing, implementing, and iterating on while keeping our clients in the loop each step of the way.
• Take a data-driven approach to analyze performance and make strategic recommendations about how to improve future performance using data from Klaviyo, Google Analytics, and Shopify.
• Document our clients’ sales goals and what changes to their email and SMS marketing program can help them get there.
• Create weekly and monthly reports as well as reporting dashboards to visualize the data and show progress to clients on an ongoing basis.

Role Requirements

• 5 years’ experience in a retention role with a brand or agency with a focus on DTC Ecommerce.
• Expert knowledge in creating and optimizing multiple email accounts at scale for Ecommerce brands
• Confident interpersonal communication and relationship builder, including the ability to hold people accountable and conduct difficult conversations
• Strong knowledge of email marketing, ESP’s, copywriting, and best practices for email deliverability. Understanding of other messaging platforms, such as SMS and Messenger.
• Proven experience in the direct-to-consumer (DTC) space with expertise in Klaviyo or other major email service providers. Hands-on experience with A/B testing and persuasive copywriting.
• Ability to organize, prioritize and manage multiple tasks with great attention to detail. Self-starter that can work independently and collaborate with a team.

Company Overview

Lilo Social is a full-funnel e-commerce growth agency that delivers best-in-class paid media and creative services for a wide range of eCommerce brands focused on scaling. We work across the entire life-cycle of the customer journey covering content creation, ad production, paid media, conversion rate optimization, and retention. Select clients include Cheribundi, Seeq, Humantra, Dissent Pins, and Public Goods.