CRM & Retention Associate

UrbanStems; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

UrbanStems is seeking a junior CRM & Retention Associate to help build and schedule email and SMS campaigns, manage lifecycle flows, and ensure every send is on-brand and compliant.

You will collaborate with Marketing, Creative, Merchandising and Technology to optimize send timing, test content, and maintain clean lists while protecting deliverability.

Qualifications

• 3+ years of experience in email marketing, CRM or lifecycle marketing.
• Experience with Klaviyo and building campaigns.
• Comfort working with data in Excel or Google Sheets.
• Strong attention to detail and brand consistency.
• Ability to work cross-functionally with Marketing, Creative, Merchandising and Technology.

Responsibilities

• Build email and SMS calendar, brief content and align with marketing calendar.
• Build and schedule campaigns in Klaviyo, ensure on‑time delivery.
• Integrate creative, offers and copy consistently with brand.
• Coordinate with Creative, Merchandising and Marketing on timing.
• Drive A/B testing and report results from analytics.
• QA campaigns: links, UTMs, image alt text, load performance and assets.
• Support lifecycle flows: welcome, browse and cart abandonment, post-purchase, loyalty.
• Maintain transactional templates and accessibility best practices.
• Track asset requests and deadlines, tag assets for campaigns.
• Pull campaign performance data and summarize for weekly/quarterly reporting.
• Ensure CAN-SPAM, GDPR compliance via documented processes.

Skills

Analytical skills

Organizational skills

Cross-functional communication

Attention to detail

Tools

Klaviyo

Excel

Google Sheets

Figma

Adobe Creative Suite

Job description

UrbanStems is a premium direct-to-consumer floral and gifting brand, built for a customer who expects thoughtful design at every touchpoint — including the emails and texts we send them. The CRM & Retention Associate helps keep that experience running day to day: building and scheduling campaigns, keeping our lifecycle flows healthy, and making sure every send looks and works the way it should.

This is a junior, execution-focused role that requires strong organization, analytical skills and cross functional communication.

What You'll Do:

Email & SMS Campaign Execution

• Build email and SMS calendar, brief content and ensure it’s in lock-stop with overall marketing calendar and inventory availability.
• Build and schedule day-to-day email and SMS campaigns in Klaviyo, ensuring accurate, on‑time delivery.
• Integrate approved creative, offers, and copy into campaigns correctly and on brand.
• Partner with Creative, Merchandising, and Marketing to align send timing with promotions, product drops, and brand moments.
• DriveA/B testing (subject lines, send times, content blocks) based on optimizations you identify through your analytical work, report results
• Use existing modular templates and components (headers, footers, product grids, hero blocks, UGC sections) to assemble campaigns and make edits.

Deliverability & List Health

• Help maintain clean, compliant send lists to protect deliverability.
• Do QA on every campaign: links, UTMs, image alt text, load performance, and asset paths, using our standard QA checklist.
• Follow established best practices for list hygiene and subscriber engagement.

Lifecycle & Flow Support

• Support the continued optimization of core lifecycle flows: welcome/onboarding, browse and cart abandonment, post‑purchase, replenishment, win‑back, and loyalty/rewards,
• Help keep transactional templates (order confirmation, shipping updates, cancellations, password reset) accurate, compliant, and on‑brand, flagging any needed content or design changes.
• Apply basic accessibility practices (alt text, logical reading order, clear link text) when building or editing templates.

Creative Coordination

• Track creative asset requests and deadlines to keep campaigns on schedule; flag timing risks early.
• Help tag and traffic creative assets for campaigns.

Measurement & Reporting

• Pull and organize campaign and flow performance data; help summarize results for the team for weekly and quarterly reporting.
• Support all reporting for subscription and loyalty programs and provide optimization opportunities
• Support compliance with CAN‑SPAM, GDPR, and other applicable email/SMS regulations by following documented processes.

What You'll Need:

• 3+ years of experience in email marketing, CRM, lifecycle marketing,
• Experience with Klaviyo
• Comfort working with data in Excel or Google Sheets.
• Strong attention to detail and organizational skills — this role touches every campaign that goes out the door.
• A collecting eye for brand consistency; you notice when something looks off.
• Good written communication and the ability to work cross‑functionally with Marketing, Creative, Merchandising, and Technology partners.

Nice to Have:

• Experience in ecommerce, DTC, subscription, or gifting/floral businesses.
• Exposure to CRM/campaign reporting or BI tools (Looker, Tableau, Power BI, Google Analytics, or similar)..
• Familiarity with Figma or Adobe Creative Suite for reviewing or lightly prepping campaign assets.