Lifecycle Manager

Job description

We are looking for a data-driven, creative, and highly technical **Lifecycle Manager** to own our customer retention strategy. Your primary playground will be **Klaviyo**, and your North Star metric will be **Customer Lifetime Value (LTV)**. This isn't a role for a generalist—we need someone who has lived and breathed e-commerce, understands the nuances of a high-growth brand, and knows how to turn a one-time buyer into a lifelong advocate. ### **What You’ll Do** - **Klaviyo Mastery:** Own the full execution of our email and SMS strategy. This includes sophisticated segmentation, high-converting automated flows (Welcome, Abandoned Cart, Post-Purchase, Win-back), and a high-frequency campaign calendar. - **LTV Optimization:** Analyze customer cohorts to identify churn points and opportunities for upsells or cross-sells. You will be responsible for moving the needle on repeat purchase rates and average order value (AOV). - **A/B Testing & Optimization:** Maintain a rigorous testing roadmap. You’ll constantly experiment with subject lines, send times, content blocks, and incentive structures to squeeze every ounce of ROI out of our list. - **Personalization & Segmentation:** Move beyond "batch and blast." Use predictive analytics and behavioral data to deliver the right message to the right person at the right time. - **Collaboration:** Work closely with the Creative team to ensure every touchpoint is on-brand and high-converting, and with the Product team to align lifecycle triggers with the on-site experience. - **Reporting:** Deliver weekly and monthly reports on channel performance, attribution, and health of the subscriber base. ### **Who You Are** - **E-comm Native:** You have **3+ years of experience** working in-house for a direct-to-consumer (DTC) or e-commerce brand. You understand the unique challenges of inventory cycles, seasonal peaks, and customer psychology. - **Klaviyo Expert:** You don't just "know" Klaviyo; you’re a power user. You understand custom properties, event-based triggers, and how to integrate Klaviyo with the rest of our tech stack (Shopify, Gorgias, etc.). - **Analytical Mindset:** You are comfortable in a spreadsheet. You can calculate LTV, Paybakc period, etc in your sleep and use data to tell a story. - **Copy & Creative Eye:** While you don't need to be a designer, you know what "good" looks like. You can write punchy, brand-aligned copy that drives action. - **Self-Starter:** You are comfortable in a fast-paced environment where you own your results. You don't wait for a brief; you find the opportunity and build the solution. ### **Requirements** - Proven track record of increasing Retention/LTV at a growth-stage e-commerce brand. - Deep technical proficiency in **Klaviyo** (Certification is a plus). - Experience with **Shopify** - Familiarity with SMS marketing platforms (Attentive, Postscript, or Klaviyo SMS). - Strong understanding of deliverability, list hygiene, and GDPR/CCPA compliance.