Retention Marketing Specialist

KITS.COM (TSX:KITS); Vancouver; On-site; CAD 79,000 - 112,000; Full time

Benefits offered by this job

ESPP

On-site gym

Lunch on-site

Discounts on frames

Growth opportunities

Team culture

Job summary

KITS is a fast-growing, TSX-listed direct-to-consumer retailer of prescription eyewear operating across Canada and the United States. We are seeking a Retention Marketing Specialist to plan, build, and optimize email and SMS campaigns and automated journeys that keep customers engaged and returning.

The role emphasizes data-informed decisions, testing, and creative messaging to grow the lifecycle program. You will collaborate with the Senior Manager, Retention and the team to move the program at

Qualifications

• 5+ years of experience in retention, lifecycle, or CRM marketing with hands-on email and SMS campaign execution.
• Working knowledge of marketing automation platforms (e.g. Iterable, Klaviyo, or equivalent).
• Strong copywriting skills and ability to craft clear, engaging messaging.
• Highly organized and able to manage multiple campaigns with tight deadlines in a fast-moving environment.
• Growth mindset with initiative and willingness to test, learn, and iterate.

Responsibilities

• Build, deploy, and optimize email and SMS campaigns and automated journeys.
• Write campaign copy including subject lines, body, and offers.
• Coordinate with Brand for creative assets and briefing.
• Plan daily send schedules within campaign themes and ensure timely delivery.
• Design and optimize automated messaging journeys and segmentation logic.
• Track performance, run A/B tests, and report on key metrics.
• Collaborate across Brand, Growth, and Analytics on retention initiatives.

Skills

Retention marketing

Lifecycle marketing

Copywriting

Data analysis

Campaign planning

Tools

Iterable

Klaviyo

Job description

KITS is a fast-growing, TSX-listed direct-to-consumer retailer of prescription eyewear, serving customers across Canada and the United States. By combining a seamless digital experience with vertically integrated manufacturing and rapid fulfilment, KITS is redefining how people access vision care - making high-quality eyewear stylish, accessible, and affordable at scale. We move fast, make decisions with data, and build teams that take ownership end to end.

SUMMARY

The Retention Marketing Specialist is where lifecycle strategy meets day-to-day execution. You plan, build, and optimize email and SMS campaigns and automated journeys that keep KITS customers engaged and coming back. You bring analytical discipline to everything you touch - running A/B tests, tracking performance, and turning data into decisions - while bringing enough creative instinct to know when messaging is working and when it needs a rethink. You work closely with the Sr. Manager, Retention and your fellow Specialist to keep the programme moving at pace.

WHAT YOU'LL DO

Retention Campaign Execution

• Build, deploy, and optimize email and SMS campaigns: product launches, promotional windows, lifecycle triggers, and always-on messaging
• Write the copy for campaigns and journeys - subject lines, body, and offers
• Support the planning and briefing of creative assets for campaigns in coordination with Brand
• Plan the daily email and SMS send schedule within the campaign themes set with Brand and Product, ensuring the standing cadence ships on time
• Select messaging journey & scheduling based on what has performed
• Manage campaign QA: links, segmentation, send logic, and rendering across devices and clients
• Contribute to the development and ongoing optimization of automated messaging journeys

Lifecycle & Segmentation

• Map customer touchpoints to identify opportunities for improved engagement and retention
• Own the automated messaging journeys — build and optimize them on an ongoing basis, identify where they underperform or coverage is missing, and propose and prioritize new opportunities with the Sr. Manager
• Apply segmentation strategies to ensure the right message reaches the right customer at the right moment, including cadence and suppression logic - and maintain list health and deliverability through sunsetting and send hygiene
• Support the development and execution of loyalty programme initiatives
• Design and execute A/B tests across email and SMS: subject lines, messaging angles, send times, offers, and journey logic
• Track, analyze, and report on campaign performance: open rates, click rates, conversion, revenue contribution, and unsubscribe rates
• Analyze customer behaviour over time — how groups of customers repeat, lapse, and return — to inform targeting and journey decisions
• Synthesize findings into clear recommendations; maintain structured test-and-learn documentation

Cross-Functional Support

• Collaborate cross-functionally with Brand, Growth, and Analytics on retention-adjacent initiatives
• Contribute to ad hoc projects and omnichannel initiatives as they come up

WHO YOU ARE

You are proactive, detail-oriented, and genuinely curious about what makes customers come back. You thrive in a test-and-learn environment and you take ownership of your campaigns from brief through to performance report.

• You bring 5+ years of experience in retention, lifecycle, or CRM marketing - with hands-on email and SMS campaign execution, or an adjacent background in analytics, growth, or e-commerce with hands-on lifecycle exposure
• You have working knowledge of marketing automation platforms (e.g. Iterable, Klaviyo, or equivalent)
• You are comfortable with data: you form the question, get the numbers, and interpret them yourself. You can build a cohort analysis, and you can tell when a metric is confounded
• You have strong copywriting skills and a demonstrated ability to craft clear, engaging messaging
• You are highly organized: you manage multiple campaigns simultaneously without losing detail, and you hit deadlines in a fast-moving environment where sends have hard dates
• You have a growth mindset - you are not afraid to test, fail, and iterate - and you are ambitious for the programme, not just your campaigns: you look for what could be bigger and make the case for it
• You're comfortable acting without a fully paved path: when direction is unclear, you make a reasonable call and move rather than waiting for instruction.

Nice to Have

• Experience with Canva or similar design tools
• Familiarity with customer lifecycle frameworks and loyalty programme mechanics
• Background in DTC e-commerce or subscription retail
• Comfort working with AI tools day to day

COMPENSATION

The expected annual salary range for this position is $56,700 - $81,000.

Most people join us somewhere between the start and midpoint of that range, so there's plenty of room to grow as you settle in and make your mark. Where you land depends on your experience, skills, and what the role calls for.

We believe in paying fairly and competitively, and we check in on that regularly to keep pay consistent across the team and in step with the market. Sharing our ranges upfront is part of how we do business honestly, with you and with each other.

BENEFITS & PERKS

• Competitive compensation with performance-based bonus potential
• Employee Share Purchase Plan (ESPP)
• Access to an on-site gym
• Company-paid lunch every day at HQ
• Discounts on KITS frames and contact lenses
• Opportunities for growth in a fast-moving, high-ownership environment
• A team that takes the work seriously and doesn't take itself too seriously

KITS is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.