Customer Growth & Retention Manager

What you'll be working on:
Paid Media & Performance Marketing (30%)Own the day-to-day execution of Kotn's paid media program across Meta, Google, Affiliate, and emerging platforms, including audience strategy, landing page and campaign builds, budget management, and daily pacingManage monthly and quarterly paid budgets against CAC, MER, and ROAS, and contribution targets, reallocating spend strategically across markets and channels as performance shiftsOwn the full paid acquisition funnel from prospecting through retargeting, with clear accountability for new customer volume and efficiencyBrief and partner with Marketing & Creative to produce ad creative, and run a continuous testing pipeline of concepts, hooks, formats, and landing experiencesManage platform partners, agencies, and vendors, holding them accountable to performance commitments and clear deliverablesEmail & Lifecycle Marketing (30%)Own the execution of Kotn's email program in Klaviyo, from brief through deployment, including campaigns, automated flows, and segmentationManage the email calendar end-to-end, ensuring alignment with commercial priorities, product launches, and seasonal momentsBuild, optimize, and maintain lifecycle flows across welcome, post-purchase, replenishment, lapsed, and VIP moments to drive repeat purchase and customer lifetime valueImprove email performance through structured, ongoing testing of subject lines, creative, offers, send cadence, and audience segmentationMaintain list health, deliverability, and overall platform hygiene, including integrationsWork with Ecommerce and Creative to connect email and paid messaging into a coherent customer journey across acquisition and retentionRetention Strategy & Loyalty Programs (25%)Develop and optimize customer loyalty, rewards, and VIP programs to maximize repeat purchase rates and long-term customer engagementAnalyze customer cohort behavior, repeat purchase cadence, and churn triggers to implement targeted win-back and retention initiativesPartner with Growth, Ecommerce, Brand, and Creative to integrate retention initiatives with campaigns, launches, and key commercial momentsEcommerce Optimization, Analytics & Reporting (15%)Build and maintain reporting on ecommerce performance (net sales, new and returning customers, AOV, conversion, ad spend, CAC, ROAS, MER, blended efficiency, repeat purchase rate, churn, and LTVTranslate performance data into clear recommendations on where to scale, where to cut, and what to testOwn the testing roadmap across paid and email, prioritizing experiments by expected impact and running them with enough rigour to draw and report on real conclusionsPartner on landing pages and the on-site experience so paid and email traffic converts efficientlyReport regularly to the Director of Growth on performance, wins, and opportunities weeklyWhat you'll bring:
Performance Marketing Expertise Deep, hands-on experience building and managing paid social and paid search campaigns at meaningful scale, with a clear track record of hitting both retention / retargeting and acquisition / efficiency targetsBias for ExecutionMoves quickly and owns the details: comfortable being the person in the platforms and on the website everyday, shipping ads and emails on time and to a high standard without waiting for detailed instructionEmail & Lifecycle FluencyPractical experience with email marketing platforms (Klaviyo), including retention lifecycle management, general campaign management, flow and email building, detailed segmentation, and deliverabilityAnalytical ThinkingComfortable in the data: measures what matters across both acquisition and retention metrics, isolates what's driving performance, and turns insight into prioritized actionFull-Funnel MindsetThinks about acquisition and retention as one system, understanding how spend, creative, and lifecycle messaging compound into long-term customer valueCreative JudgmentKnows what makes an ad or email work, can brief creative clearly, and can give useful, clear feedback that raises performance while staying true to the brandThe salary for this position is $80 - 90K yearly, based experience and qualifications.
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