Retention Marketing Specialist

3 weeks ago

Vancouver, Canada Indochino Full time

As the Retention Marketing Specialist, you’ll create personalized, insight-led messaging across Email and SMS that guides customers from first purchase to lifelong loyalty. By translating behavior and intent signals into timely, relevant, and premium communication, you’ll strengthen engagement, deepen relationships, and drive repeat purchase—whether someone is preparing for a wedding, refreshing their work wardrobe, or discovering made-to-measure for the first time.

What You’ll Do

Email, SMS & Lifecycle Execution

- Build, deploy, and optimize Email and SMS campaigns across Bloomreach and Attentive.

- Support and evolve automated lifecycle journeys—including onboarding, post-purchase, win-back, education, and segment‑specific flows (e.g., weddings, VIPs, lapsed customers).

- Ensure all CRM touchpoints reflect INDOCHINO’s premium, personalized brand voice and deliver a seamless customer experience.

Segmentation & Personalization

- Use behavioral, transactional, and lifecycle insights to develop meaningful customer segments.

- Personalize messaging, offer strategies, and product recommendations based on motivations, purchase patterns, and lifecycle stages.

Performance & Optimization

- Monitor channel performance (engagement, conversion, revenue contribution, opt‑out trends) and surface insights that drive continuous improvement.

- Support structured A/B and multivariate testing across content, templates, timing, segmentation, and promotions.

- Maintain CRM calendars, workflows, documentation, and QA processes to ensure consistent, high-quality execution.

Cross-Functional Collaboration

- Partner closely with Analytics, Ecommerce, Creative, and Showroom teams to ensure lifecycle communication is timely, accurate, and behaviorally relevant.

- Translate customer insights into recommendations that improve the broader customer journey and marketing strategy.

Who You Are

- Customer‑obsessed—you seek to understand motivations, needs, and behaviors deeply.

- Detail‑oriented and operationally strong, with consistent end-to-end execution.

- Analytical and curious, using data to guide decisions, identify opportunities, and validate impact.

- Comfortable in a fast‑paced environment and energized by testing, iteration, and constant improvement.

- A collaborative communicator who works effectively across teams.

What You Bring

- 2–4 years of experience in lifecycle marketing with direct, end-to-end ownership of Email and SMS execution. Experience in ecommerce or retail is preferred.

- Hands‑on experience with CRM platforms (Bloomreach and Attentive preferred).

- Strong grasp of segmentation, personalization, and lifecycle‑driven marketing strategies.

- Ability to interpret data, derive insights, and translate them into actionable next steps.

- Excellent project management skills with high attention to detail and organization.

Why we think you’ll like working here

- Salary range: $60,000 - $65,000 a year

- 3 weeks' vacation and excellent benefits package

- Hybrid Working Environment (2 days in the office; 3 days working from home)

- Paid Birthday Time Off

- Discounted Employee pricing

- Free Suit Every Year

- Working closely with cross-channel teams to give a full business view

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