Senior Manager of Retention

At TRUEWERK we believe retention is a leading indicator for how much our customers LOVE our brand product and mission; which is why we are seeking a customerobsessed Senior Manager of Ecommerce Retention to identify insights and opportunities that enhance our endtoend customer experience. Reporting to the Vice President of Ecommerce you will be responsible for engaging and activating our customer base to drive increased lifetime value and retention. Your work will span various retention programs including website frontend optimizations marketing communications customer experience enhancements product availability and operational initiatives. Youll have the chance to build on our current foundation and evolve it to fulfill our customer promise.

This role requires the type of individual that is incredibly passionate about solving customer problems and isnt afraid of rolling up their sleeves to better understand why our customers love our brand! Additionally this role demands a sharp focus on delivering a bestinclass customer experience and the ability to juggle multiple priorities to achieve business objectives. The ideal candidate is a collaborative hardworking professional motivated by the challenge of surpassing aggressive business goals. A datadriven approach and a track record of leading and managing highimpact crossfunctional initiatives are essential. Experience in the apparel industry is a plus. You will be expected to: 

• Develop comprehensive reporting and analytics dashboards to track customercentric KPIs that are anchored on a bestinclass customer framework.

• Provide regular updates on the health of TRUEWERKs customer base to crossfunctional partners and the companys leadership team.  These updates should be leveraged to recommend new customer segmentation opportunities and/or methodologies.

• Build a deep understanding of TRUEWERKs brand product and customer community to foster meaningful connections with customers that drives retention. Balance datadriven insights with personal knowledge of the TRUEWERK brand and its growing customer base.

• Create and oversee an endtoend customer retention roadmap incorporating work across the following team: CRM Ecommerce Brand Operations Product/Merchandising Paid Media and Customer Service. Report on the results of strategic initiatives projects and A/B tests.

• Develop an alwayson promotional framework balancing company financial goals (e.g. revenue and margin) with customer lifetime value growth.

• Perform regular customer retention analyses to uncover actionable insights across the entire customer journey from Brand awareness through postpurchase and loyalty.

• Collaborate with ecommerce partners to codevelop and maintain a robust A/B testing roadmap. Use quantitative and qualitative insights to craft and test strong hypotheses within a bestinclass experimentation framework.

• Partner with the CRM team to optimize triggered communications lifecycle emails and personalization tactics driving strategic retention outcomes.

Qualifications :

• 5 years of experience in marketing or ecommerce preferably with a DTC brand.

• Proven success in leading strategic initiatives or projects that deliver exceptional results and significant commercial value.

• Strong communication skills including the ability to lead meetings make strategic recommendations and present persuasive insights to leadership.

• Handson experience with marketing and ecommerce analytics with the ability to derive and act on customer or experience insights.

• Exceptional project management skills with a demonstrated ability to balance detailoriented work and bigpicture thinking while managing multiple competing priorities.

• Proficiency in using data and insights to develop A/B testing ideas and measure and interpret results to inform future strategies.

• Commitment to an alwayson testandlearn approach including rapid iteration of findings.

• A collaborative team player who thrives in a fastpaced highenergy environment.

• Preferred experience with tools such as Google Analytics Klaviyo Shopify Tableau and/or Looker.

• Experience conducting customer surveys and/or focus groups is a plus.

Additional Information :

TRUEWERK is committed to providing fair and competitive compensation through a combination of base salary and performancebased bonuses. Other benefits include but are not limited to: 

• Employerpaid medical coverage
• Employerpaid dental coverage
• Optional vision coverage
• Employerpaid Life and AD&D insurance
• Employerpaid ShortTerm & LongTerm Disability coverage
• Affordable coverage for dependents and domestic partners
• Additional outofpocket insurance options
• HSA account with employer contribution
• 401K with company match
• Monthly technology stipend
• Annual performance bonus
• Unlimited PTO policy
• 11 company holidays
• Hybrid working schedule
• Employee Assistance Program for mental health support
• Free workwear for you and discounts for friends and family!

Salary Range: 110 130K base bonus

Applications for this role are expected to be accepted through: February 24 2025

TRUEWERK is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at TRUEWERK are based on business needs job requirements and individual qualifications without regard to race color age religion family or parental status pregnancy sex gender identity sexual orientation national origin disability genetic information or any other protected characteristic as outlined by federal state and local laws.

Remote Work :

No

Employment Type :

Fulltime