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 pacing
• Manage monthly and quarterly paid budgets against CAC, MER, and ROAS, and contribution targets, reallocating spend strategically across markets and channels as performance shifts
• Own the full paid acquisition funnel from prospecting through retargeting, with clear accountability for new customer volume and efficiency
• Brief and partner with Marketing & Creative to produce ad creative, and run a continuous testing pipeline of concepts, hooks, formats, and landing experiences
• Manage platform partners, agencies, and vendors, holding them accountable to performance commitments and clear deliverables

Email & Lifecycle Marketing (30%)

• Own the execution of Kotn's email program in Klaviyo, from brief through deployment, including campaigns, automated flows, and segmentation
• Manage the email calendar end-to-end, ensuring alignment with commercial priorities, product launches, and seasonal moments
• Build, optimize, and maintain lifecycle flows across welcome, post-purchase, replenishment, lapsed, and VIP moments to drive repeat purchase and customer lifetime value
• Improve email performance through structured, ongoing testing of subject lines, creative, offers, send cadence, and audience segmentation
• Maintain list health, deliverability, and overall platform hygiene, including integrations
• Work with Ecommerce and Creative to connect email and paid messaging into a coherent customer journey across acquisition and retention

Retention Strategy & Loyalty Programs (25%)

• Develop and optimize customer loyalty, rewards, and VIP programs to maximize repeat purchase rates and long-term customer engagement
• Analyze customer cohort behavior, repeat purchase cadence, and churn triggers to implement targeted win-back and retention initiatives
• Partner with Growth, Ecommerce, Brand, and Creative to integrate retention initiatives with campaigns, launches, and key commercial moments

Ecommerce 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 LTV
• Translate performance data into clear recommendations on where to scale, where to cut, and what to test
• Own the testing roadmap across paid and email, prioritizing experiments by expected impact and running them with enough rigour to draw and report on real conclusions
• Partner with Ecommerce on landing pages and on-site experience so paid and email traffic converts efficiently
• Report regularly to the Director of Growth on performance, wins, and opportunities weekly

What 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 targets

Bias for Execution

Moves 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 instruction

Email & Lifecycle Fluency

Practical experience with email marketing platforms (Klaviyo), including retention lifecycle management, general campaign management, flow and email building, detailed segmentation, and deliverability

Analytical Thinking

Comfortable in the data: measures what matters across both acquisition and retention metrics, isolates what's driving performance, and turns insight into prioritized action

Full-Funnel Mindset

Thinks about acquisition and retention as one system, understanding how spend, creative, and lifecycle messaging compound into long-term customer value

Creative Judgment

Knows 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 brand