Retention Specialist

Dermalogica Canada; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Dermalogica Canada is seeking a data-driven Retention Specialist to architect end-to-end customer journeys across Email, SMS, Push, and WhatsApp. You will own journeys from welcome to win-back, leveraging Klaviyo, GA4, and RetentionX to drive measurable growth.

You will partner with marketing and design to deliver hyper-targeted automated flows and rigorous testing that improve retention and revenue.

Qualifications

• 3-4 years of dedicated CRM/Retention experience, preferably within the D2C or consumer goods space.
• Proven expertise in structured A/B testing and multivariate testing with the ability to articulate statistical significance and results.
• Tangible evidence of driving Retention Rate improvements and increasing Returning User Growth.
• Expert-level mastery of Klaviyo and Shopify. Deep familiarity with GA4 and RetentionX (or similar LTV platforms) is essential.
• You don't just see numbers; you see patterns and understand why a customer stays or leaves.
• Experience leveraging AI tools for copywriting, data analysis, or workflow automation.
• Bilingual (English/French) is considered an asset.

Responsibilities

• Omnichannel Strategy: Own the monthly CRM calendar across Email, SMS, and Push; expand into WhatsApp and other channels.
• Relentless Optimization: Establish a 'test and learn' culture with a continuous A/B testing roadmap.
• Campaign & Flow Management: Design, build, and optimize automated flows (welcome, post-purchase, win-back).
• Advanced Segmentation: Target cohorts by LTV, purchase frequency, and behavioral triggers.
• Data Analysis & Reporting: Implement weekly/monthly reporting and use AI to predict churn and optimize performance.
• Technical Integration: Act as power user for Shopify, Klaviyo, GA4, and RetentionX for seamless data flow.
• Creative Eye: Partner with design to test layouts and CTAs that drive revenue.

Skills

Klaviyo

GA4

RetentionX

Shopify

AI tools

Bilingual English/French

Tools

Shopify

GA4

Job description

We are looking for a data-obsessed, technically-fluent Retention Specialist to lead our customer lifecycle strategy. You aren’t just "sending emails", you are an architect of customer journeys. You will own the end-to-end execution of our Email, SMS, and Push notification strategies while pioneering new growth frontiers like WhatsApp.

The ideal candidate lives at the intersection of creative storytelling and hard data. You should be someone who thrives on diving into GA4 or RetentionX to find a specific cohort of "at-risk" high-value customers and then building a hyper-targeted automated flow in Klaviyo to win them back

Key Responsibiliti

• esOmnichannel Strategy: Own the monthly CRM calendar across Email, SMS, and Push. Lead the expansion into new channels, specifically WhatsApp and other emerging growth initiativ
• esRelentless Optimization: Establish a culture of "test and learn." You will be responsible for a continuous A/B testing roadmap, validating everything from creative assets and copy to audience segments, subject lines, and optimal send tim
• esCampaign & Flow Management: Design, build, and optimize complex automated flows (welcome series, post-purchase, win-back) and high-impact manual campaig
• nsAdvanced Segmentation: Move beyond basic demographics to hyper-target consumer cohorts based on LTV, purchase frequency, and behavioral triggers to maximize conversi
• onData Analysis & Reporting: Establish a rigorous reporting cadence (weekly/monthly), translating raw data into actionable insights. You will use AI-driven tools to predict churn and optimize performan
• ceTechnical Integration: Act as the power user for our tech stack, ensuring seamless data flow between Shopify, Klaviyo, GA4, and Retentio
• nXCreative Eye: Partner with design teams to ensure high-aesthetic standards while rigorously testing layouts and CTAs to prove out the elements that actually drives reven

Qualificati

• ons3-4 years of dedicated CRM/Retention experience, preferably within the D2C or consumer goods spa
• ce.Proven expertise in structured A/B testing and multivariate testing with the ability to articulate statistical significance and R
• OI.Tangible evidence of driving Retention Rate improvements and increasing Returning User Grow
• th.Expert-level mastery of Klaviyo and Shopify. Deep familiarity with GA4 and RetentionX (or similar LTV platforms) is essenti
• al.You don't just see numbers; you see patterns. You have an obsession with understanding why a customer stays or leav
• es.Experience leveraging AI tools for copywriting, data analysis, or workflow automati
• on.Bilingual (English/French) is considered an ass

Why Join

Us?You will have the autonomy to build a world-class retention program. We value data over opinions and evidence over assumptions. If you are a technical marketer who refuses to settle for "good enough" and is always looking for the next 1% gain in performance, we want to hear from

• you.
  Competitive
• baseMonthly product alloc
• ationCompany-provided l
• aptopRRSP mat
• chingComprehensive health, vision, and dental cov
• erageMaternity/paternity top-up & fertility be
• nefitPaid time off and personal
• daysFitness su
• bsidyMental health support

tools
At Dermalogica, we champion the success of skincare professionals through innovation, education, and a commitment to excellence. Join us and be part of a mission-driven brand that puts people

first. Our commitment

to you:Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and commu

nities.We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self-id

entify.
All Canadians have the right to equality in the wo

rkplace. wh

o we are:Dermalogica continues to dominate the professional skin care industry with distribution in over 90 countries. Known worldwide as the premiere Skin Therapist's choice for offering the most respected professional skin care line, we are also recognized for our renowned postgraduate e

ducation.
Our entrepreneurial spirit, hands-on environment and fast-paced culture encourages employees to be their best, bringing innovative solutions to reach the skin care professional and consumer. We are highly energetic, passionate, and results oriented. You will find that Dermalogica is a very special place, with tremendous opportunities ahead for us, all building upon a record of ac

hievement.
The challenge is to build on the legacy of our brand, our experienced team, and our industry leading education to deliver profitable growth. One of the key elements for our success, and critical for our growth, is bringing in the right people to join our team. We invite you to come and make a difference and grow your career with the global leader in skin care.