Retention Specialist

at  Tentree

tentree is a lifestyle apparel company based out of Vancouver, Canada that plants ten trees for every item purchased. Our apparel is one of the most sustainable available today and we’re ranked as one of the top apparel brands as recognized by B Corp and Textile Exchange. Since our start in 2012, we have planted over 105 million trees around the world, and we’ve set our sights on planting 1 billion by 2030. By combining social and environmental consciousness with apparel, we empower our customers to have a direct impact on saving the planet through intentional purchasing.

WHO ARE WE LOOKING FOR?

We’re seeking a Retention Specialist to own and optimize our retention channels, primarily email, SMS marketing, and loyalty programs. Your focus will be driving revenue and reducing churn through strategic content planning, A/B testing, building triggered and replenishment flows, and analyzing key performance insights. Strong knowledge of list segmentation and customer analytics is essential to improving the customer lifecycle and retention.
The ideal candidate is both analytical and creative, capable of transforming data into strategies that boost customer engagement and loyalty. You’ll collaborate with eCommerce, Creative, and Customer Service teams to ensure our digital communications align with business goals while delivering an exceptional customer experience.

REQUIREMENTS

Professional Requirements:

• 2+ years hands on experience in email, SMS, and push marketing, using tools like Klaviyo, Wunderkind, Attentive, and Push Owl.
• Experience in DTC e-commerce (preferably with Shopify)
• Proven track record in setting and growing KPIs, with solid working knowledge of Google Analytics, Triple Whale, and similar analytics platforms.
• Strong understanding of customer retention, lifetime value, and frequency management.
• Exceptional project management skills. Proficiency in project management tools like Asana.
• Advanced technical expertise in campaign building, list management, and a deep understanding of tech stacks and back-end processes.
• Strong copywriting and creative skills, with proficiency in tools like Figma and Milanote, and the ability to collaborate effectively in graphic design and creative development process.
• Familiarity with loyalty programs (ex. Yotpo) with a focus on growth and development, aiming for best-in-class execution.

Personal Strengths:

• Passionate about the environment and driven to make a significant impact.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with key players.
• Able to perform in an ambiguous environment using data driven decisions.

General:

• You will manage and optimize our retention channels, including email, SMS, and push marketing, with a focus on driving revenue and reducing customer churn.
• You will plan and execute content strategies, perform A/B testing, and manage triggered and replenishment flows.
• You will analyze performance data to derive actionable insights that enhance email and SMS strategies.
• You will oversee list segmentation, automation, journey building, and customer analytics to improve the customer lifecycle and retention rates.
• You will collaborate closely with eCommerce, Brand, and Merch teams to ensure alignment and cohesive execution across all touchpoints.

Retention Channels (Email/SMS/Push):

• You will own the e-mail and SMS marketing calendar and brief management, aligning with revenue and KPI goals while collaborating with eCommerce, Creative and merch teams.
• You will oversee and execute email, SMS, and push campaigns, ensuring flawless execution through segmentation, automation, and quality assurance.
• You will develop and optimize customer lifecycle strategies, including A/B testing and journey flows, to drive revenue growth.
• You will monitor KPIs, manage list hygiene, and enhance tech stack integrations to optimize channel performance.
• You will stay up to date with compliance requirements, new tech, privacy changes, email trends, and best practices

Marketing Analysis & Reporting:

• You will analyze performance data and derive actionable insights to optimize email, SMS, and push strategies.
• You will create weekly and monthly reports on channel performance, drawing actionable insights.

List Management & Growth:

• You will manage list attrition through optimizing frequency, segmenting, and list hygiene, and preference center.
• You will manage list growth opportunities through brand collaborations and partnerships, contests, lead generation, implied consent ecom, and retail opportunities.

Loyalty & Referral:

• You will lead the loyalty and referral programs, ensuring returning customers receive an exceptional experience that encourages repeat purchases.