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Retention Specialist

3 months ago

Toronto, Canada Impulso Media Full time

Company Description:


Impulso Media is a dynamic e-commerce-centric digital marketing agency, specializing in amplifying online presence and driving sales for businesses in the ever-evolving digital landscape. With a keen focus on pop culture, iconic brands, revered athletes, and influential personalities, we craft compelling campaigns that resonate with contemporary audiences.


Key Responsibilities:


Email Marketing Strategy:

1) Develop comprehensive email marketing strategies aligned with business goals, customer segments, and lifecycle stages.

2) Define segmentation criteria, audience targeting strategies, and messaging frameworks to personalize email communications and drive engagement.


Lifecycle Marketing Campaigns:

1) Plan and execute lifecycle marketing campaigns tailored to different stages of the customer journey, including onboarding, activation, retention, and re-engagement.

2) Design automated email workflows and sequences triggered by user actions, events, or milestones to nurture relationships and drive desired behaviors.

Retention Strategies:

3) Develop retention strategies and tactics to reduce churn, increase customer loyalty, and maximize customer lifetime value (CLV).

4) Identify at-risk customers, segment churn patterns, and implement targeted retention initiatives such as win-back campaigns, loyalty programs, and personalized offers.


Email Content Creation:

1) Collaborate with the creative team to develop compelling and engaging email content, including subject lines, copywriting, visuals, and calls-to-action (CTAs), to drive opens, clicks, and conversions.

2) A/B test email elements such as subject lines, sender names, and email templates to optimize performance and improve key metrics.


Email & SMS Automation and Personalization:

1) Implement marketing automation platforms (e.g., Mailchimp, Klaviyo, HubSpot) to set up triggered campaigns, dynamic content, and personalization based on user data and behavior.

2) Utilize dynamic content blocks, merge tags, and conditional logic to deliver personalized email experiences tailored to individual preferences and interests.


Performance Monitoring and Analysis:

1) Monitor email performance metrics including open rates, click-through rates (CTRs), conversion rates, and email deliverability.

2) Analyze campaign results, conduct post-campaign evaluations, and derive actionable insights to optimize future email marketing efforts and drive continuous improvement.


List Management and Segmentation:

1) Manage email & SMS subscriber lists, segmentations, and suppression lists to ensure data accuracy, compliance with regulations (e.g., GDPR, CAN-SPAM), and deliverability best practices.

2) Segment lists based on demographic, behavioral, and transactional data to deliver targeted and relevant email communications.


Compliance and Best Practices:

1) Ensure compliance with email/SMS marketing regulations, privacy policies, and industry best practices related to consent, unsubscribe mechanisms, and data protection.

2) Stay updated on email/SMS marketing trends, regulations, and compliance requirements to maintain high deliverability rates and avoid spam traps.


Collaboration and Cross-functional Alignment:

1) Collaborate with cross-functional teams including marketing, product, customer support, and data analytics to align email marketing initiatives with broader business objectives and customer experience strategies.

2) Coordinate with creative teams, designers, and copywriters to develop email assets and content that align with brand guidelines and messaging.




Qualifications

  • Strong interpersonal skills and ability to build and maintain relationships with customers
  • Analytical skills to analyze customer data and identify opportunities for improvement
  • Excellent communication skills, both written and verbal
  • Proven track record in customer satisfaction and retention
  • Experience in utilizing CRM software and customer retention tools
  • Problem-solving skills and ability to address customer concerns effectively
  • Ability to work independently and as part of a team
  • Experience in the digital marketing industry is a plus
  • Bachelor's degree in Business, Marketing, or related field