Overview
Retention Specialist Jobs in Toronto, Canada at JENNY BIRD
Title: Retention Specialist
Company: JENNY BIRD
Location: Toronto, Canada
Category:
Hi, I’m Jamie Erkonak from JENNY BIRD , and I am the Sr.
Director of Retention Marketing and Client Experience.
I joined the company 2 years ago, and have had an amazing experience so far leading our strategy for retaining new customers and crafting amazing experiences to celebrate our customers. This is a very exciting time for our team, with limitless possibilities and creativity at the forefront.
Our teams include sales, marketing, design, creative services, production, operations, people experience and finance, with a global partnership network.
Our staff are award-winning visionaries, led by an all-woman executive team. We are a fast moving, complex business with direct to consumer, wholesale and major department sales channels with customer experience at the core.
We value our partnerships, developing and strengthening our relationships with our boutiques and majors.
We are inspired by our consumers, and consciously strategize how we can exceed our five star shopping experience.
The Opportunity:
We are looking for a Retention Specialist to join our Marketing Team.
In this revenue-contributing role, you will be responsible for managing our owned channel experience, including email, SMS and push notifications, as well as designing and implementing digital strategies to retain new customers, nurture existing customers and win back churned customers, all while creating memorable customer experiences throughout.
You will work closely with the marketing, ecommerce, and creative teams, who collectively value speed and savvy thinking. The ideal candidate is a driven and creative thinker with a conversion focused mindset who is able to come up with innovative strategies to engage our customers and keep them coming back to JENNY BIRD again and again.
You should be well-versed in owned channel management with technical experience working with an ESP/Marketing Automation and SMS management tool like Klaviyo, Braze, Attentive, Postscript or similar. Responsibilities:
Collaborate with creative and editorial teams to plan and execute on a monthly content calendar for our email, SMS and push notification channels that will engage our audience, drive conversion, and support campaign and product launches.
Build and flawlessly deploy to customer segments based on customer behaviour, demographics, lifecycle stage and product preferences. Regularly optimize existing cross-channel marketing automations, including Welcome, Abandonment, and Post Purchase flows, and identify opportunities to improve and grow them. Leverage audience and performance analytics to make informed decisions on strategy, as well as proactively explore new and untapped opportunities to drive revenue.
Identify opportunities to experiment within our email and SMS channels to test and learn for our acquisition forms, content, creative, and audience segmentation.
Collaborate with our Client Care team to leverage feedback and continually optimize our customer’s experience. Note that some of the above responsibilities may be tweaked slightly based on the candidate’s experience and areas of strength.
Any such minor amendments to the above will be shared with the candidate as a part of the hiring process.
What you bring to the table:
You are resourceful and a problem solver; each JB team member has an entrepreneurial spirit and can always figure it out You thrive in fast paced environments, and are adaptable in a business that is ever-changing and growing.
You collaborate well with others and enjoy working cross-functionally to bring new ideas to life successfully. You are curious and proactive, and find enjoyment in finding new opportunities to improve our function. You have an entrepreneurial spirit, and are “in-the-know” with industry tactics for retention, customer LTV and customer lifecycle. You put the customer at the center of everything we do, and will strive to ensure that they are provided a great experience, while we work to increase their loyalty with JENNY BIRD.
Role Details:
This role requires you to be in the office (East Room located at 507 King East, Toronto, Ontario) 4 days a week, ideally Monday, Tuesday, Wednesday and Thursdays. The…