CRM and Retention Manager

val's services; Woodburn (OR); On-site; USD 120,000 - 180,000; Full time

Job summary

val's services is seeking a Head of Retention to lead the lifecycle marketing for a premium consumer brand. You will own CRM and retention strategies across email and SMS, develop customer journeys, and drive long-term customer growth.

In this leadership role, you will build reporting, analyze data, and collaborate with Growth, Ecommerce, Brand, and Creative teams to deliver a seamless customer experience while exploring loyalty and replenishment programs.

Qualifications

• Hands-on experience in CRM, Retention, or Lifecycle Marketing within DTC ecommerce.
• Advanced Klaviyo expertise.
• Shopify or Shopify Plus familiarity.
• Strong analytical and stakeholder management skills.

Responsibilities

• Own and execute CRM and retention strategies across email and SMS.
• Develop customer lifecycle journeys (welcome, abandonment, post-purchase, win-back).
• Manage Klaviyo flows and campaigns.
• Create personalized experiences and leverage customer segmentation for growth.
• Build reporting frameworks, analyze data, and collaborate with Growth, Ecommerce, Brand, and Creative teams.

Skills

CRM

Retention

Lifecycle Marketing

Klaviyo

Shopify

Analytics

Stakeholder management

Loyalty programs

Job description

We are seeking a Head of Retention to lead the lifecycle marketing function for a premium consumer brand.

Key responsibilities

including owning and executing CRM and retention strategies across email and SMS, developing customer lifecycle journeys (welcome, abandonment, post-purchase, win-back), managing Klaviyo flows and campaigns, creating personalized experiences, and leveraging customer segmentation for growth.

You will build reporting frameworks, analyze data, and collaborate with teams in Growth, Ecommerce, Brand, and Creative to deliver a seamless customer experience. Exploring loyalty, VIP, subscription, and replenishment programs is also part of the role.

Qualifications and skills

include hands‑on experience in CRM, Retention, or Lifecycle Marketing within DTC ecommerce, advanced Klaviyo expertise, Shopify or Shopify Plus familiarity, and strong analytical and stakeholder management skills. Experience in premium consumer brands, loyalty or SMS marketing, and high-growth environments is a plus.

This role is ideal for those looking to build retention capabilities from the ground up, influence strategy, and drive long-term customer growth.