Customer Retention Specialist – Orthopedic Shoe Brand (US Market) - Contract to Hire

About Us We're a fast-growing orthopedic comfort shoe brand in the US, and while we're crushing it on customer acquisition, we know the real money is in retention. We're looking for a strategic, data-driven Customer Retention Specialist to build and execute campaigns that turn one-time buyers into loyal, repeat customers. The Role We're hiring a Customer Retention Specialist to own and grow our returning customer rate. You'll be responsible for developing and executing retention strategies across email, SMS, post-purchase flows, loyalty programs, and more. Your goal: increase lifetime value (LTV), repurchase rates, and customer loyalty. This isn't just about sending emails. It's about understanding customer behavior, segmenting audiences, crafting compelling messaging, and building systems that keep customers coming back for their next pair of shoes (and the pair after that). What You'll Do Strategy & Planning: Develop and execute a comprehensive retention strategy to increase repeat purchase rates Analyze customer data to identify opportunities for engagement and repurchase Set KPIs and track performance metrics (repeat purchase rate, LTV, churn rate, engagement rates, etc.) Email & SMS Marketing: Build and optimize post-purchase email/SMS flows (thank you, review requests, cross-sell, win-back, etc.) Create segmented campaigns based on customer behavior, purchase history, and lifecycle stage Write compelling copy that drives engagement and conversions A/B test subject lines, messaging, timing, and offers Loyalty & Referral Programs: Design and manage a customer loyalty program that encourages repeat purchases Develop referral campaigns that turn happy customers into brand advocates Create exclusive offers and VIP experiences for top customers Customer Engagement: Develop re-engagement and win-back campaigns for lapsed customers Create personalized experiences based on customer segments (first-time buyers, VIPs, at-risk, etc.) Implement feedback loops (surveys, reviews, testimonials) to improve retention Collaboration: Work closely with the marketing team to align retention efforts with acquisition campaigns Partner with customer service to identify pain points and improve the customer experience Provide insights to the product team based on customer feedback and behavior Requirements ✅ Proven experience in customer retention, email marketing, or lifecycle marketing (preferably in e-commerce or DTC brands) ✅ Strong understanding of retention metrics (LTV, repeat purchase rate, churn, engagement rates, etc.) ✅ Experience with email/SMS marketing platforms (Klaviyo, Attentive, Postscript, Mailchimp, or similar) ✅ Data-driven mindset with ability to analyze customer behavior and make strategic decisions ✅ Excellent copywriting skills for emails, SMS, and customer communications ✅ Experience building and optimizing automated flows and segmented campaigns ✅ Creative thinking with a focus on testing and iteration ✅ Fluent in English with strong communication skills ✅ Self-starter who can work independently and meet deadlines Nice to Have Experience in the footwear, health/wellness, or orthopedic product space Familiarity with loyalty platforms (Smile.io, LoyaltyLion, Yotpo, etc.) Knowledge of Shopify and e-commerce analytics tools (Google Analytics, Shopify Analytics, etc.) Experience with customer segmentation and personalization strategies Understanding of subscription models or repeat purchase businesses Graphic design skills or experience working with designers on campaign assets What Success Looks Like Increased repeat purchase rate within the first 90 days Higher customer lifetime value (LTV) and lower churn Improved email/SMS engagement rates (open rates, click rates, conversions) Successfully launched loyalty or referral program with measurable results Proactive testing and optimization that drives continuous improvement Key Metrics You'll Own Repeat purchase rate Customer lifetime value (LTV) Churn rate Email/SMS engagement and conversion rates Win-back campaign performance Loyalty program participation and impact Why Join Us? Own retention strategy for a growing brand with massive potential Direct impact on revenue and customer loyalty Work with a product that genuinely helps people (comfort and pain relief) Fast-paced, data-driven environment with room for creativity Opportunity to build and scale retention systems from the ground up If you read this jobpost , send the word strawberry in your message. Long-term growth potential for the right person Apply tot his job Apply To this Job