Retention Marketing Specialist (Latam - SA - PH) - 60234051336

We are seeking a Retention Marketing Specialist to drive customer engagement and retention across email, SMS, direct mail, and loyalty programs. This is a fully remote role reporting to the Associate Director of Retention.

The Specialist will own the full customer communication lifecycle — from segmentation and creative development through deployment, reporting, optimization, and iteration — with accountability for channel revenue, repeat purchase rate, and customer lifetime value (LTV).

This is a hands-on execution role ideal for someone who thrives in fast-paced eCommerce environments and enjoys combining creativity, analytics, and AI-powered workflows to improve marketing performance.

• Partner with creative, eCommerce, and merchandising teams to develop and execute lifecycle marketing campaigns that drive engagement, repeat purchases, and retention.
• Build and optimize automated customer journeys across multiple retention channels.

• Own the strategy, calendar, and execution of email and SMS campaigns.
• Manage segmentation, deliverability, A/B testing, and ongoing performance optimization.
• Create and maintain automated flows including welcome, post-purchase, win-back, and loyalty campaigns.

• Plan and execute direct mail campaigns as part of the broader retention strategy.
• Coordinate campaign timing and audience targeting to maximize incremental return.

• Build and maintain customer segments and cohorts using customer data and marketing platforms.
• Ensure campaigns are targeted to the appropriate audience and lifecycle stage.

• Use AI tools such as ChatGPT, Claude, or similar platforms to accelerate creative production and personalization.
• Generate and iterate on copy, subject lines, layouts, testing variants, and workflow automations.
• Continuously improve efficiency and output while maintaining brand consistency.

• Support customer loyalty and membership initiatives with a focus on:
  • Increasing signups
  • Reducing churn
  • Improving purchase frequency
  • Driving rewards redemption

• Track and report on KPIs including:
  • Revenue performance
  • Open and click-through rates
  • Conversion rates
  • Retention metrics
  • Repeat purchase rate
  • Customer lifetime value (LTV)
• Use insights to recommend optimizations and strategic improvements.

• Lead structured testing initiatives across messaging, creative, offers, timing, and segmentation.
• Continuously refine campaigns based on performance data.

• Expand email and SMS subscriber lists through on-site capture, post-purchase flows, partnerships, and other acquisition tactics.
• Implement and optimize win-back and churn-prevention campaigns.

• Stay current on retention marketing trends, emerging tools, and AI capabilities.
• Recommend and implement innovative approaches to improve retention performance.

• 4+ years of experience in lifecycle marketing, CRM, or retention marketing within eCommerce or a marketing agency environment.
• Experience managing high-SKU businesses is strongly preferred.
• Hands-on experience with email and SMS marketing platforms such as Klaviyo, Attentive, or similar tools.
• Experience with direct mail platforms is a plus.
• Familiarity with customer segmentation and customer data platforms.
• Comfortable using AI tools like ChatGPT, Claude, or similar technologies in day-to-day workflows.
• Proven success improving retention, engagement, and customer lifetime value.
• Strong analytical and data-driven decision-making skills.
• Experience with Shopify and related eCommerce tools.
• Proficiency in Google Workspace, Excel/Sheets, Google Analytics, and Figma.
• Strong creative eye with the ability to build clean, on-brand email and SMS experiences.
• Excellent written communication and copywriting skills.
• Self-starter comfortable working independently in a fast-paced remote environment.
• Ability to work consistently during U.S. business hours.