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Confidential · 2 months ago

Director of CRM, Email & SMS Marketing (Luxury eCommerce)

United States

Full-time

Remote

Director/Executive

7+ years exp

Confidential is a leading luxury direct-to-consumer e-commerce brand seeking a highly motivated Director of Email & Retention Marketing. This role focuses on driving retention, engagement, and repeat revenue through personalized communications across email, SMS, and CRM.

Marketing & Advertising

Responsibilities

Create and manage promotional and engagement campaigns to grow our email list organically and nurture long-term relationships

Own the full email and SMS production process (planning, development, scheduling, testing, optimization) using Klaviyo as the core marketing automation platform

Leverage Klaviyo’s advanced segmentation and flow tools to execute automated lifecycle campaigns that drive engagement and retention

Segment audiences and target communication strategies based on behavior, purchase history, and engagement trends

Develop content, formatting, and layout in partnership with the design team to maintain luxury tone and brand consistency

Manage email automation, deliverability, and CRM integrations to ensure consistency across all channels

Build, optimize, and continuously test automated lifecycle and retention flows (welcome, post-purchase, win-back, loyalty)

Establish scalable processes to ensure best practices in campaign execution, deliverability, and list management

Develop and execute retention marketing strategies to increase customer lifetime value and repeat purchase rate

Partner with analytics and creative teams to launch lifecycle campaigns targeting reactivation, churn reduction, and loyalty growth

Create reporting dashboards to analyze engagement, conversion, and retention KPIs; present insights to senior leadership

Qualification

KlaviyoEmail lifecycle marketingCustomer retention strategySalesforce Marketing CloudHTML/CSSAnalytics toolsProject managementCommunication skillsCollaboration skills

Required

Bachelor's degree in Marketing, Communications, or related field. Fashion and or luxury a plus

7+ years of hands-on experience in email and retention marketing within an eCommerce environment

Expert-level proficiency in Klaviyo, with strong familiarity with other major platforms such as Salesforce Marketing Cloud, HubSpot, Iterable, Mailchimp, or Bronto

Deep understanding of customer segmentation, personalization, triggered email flows, and multi-channel engagement

Proficiency in HTML/CSS and email design best practices

Experience with analytics tools (Google Analytics, Looker, Tableau) and A/B testing methodologies

Creative mindset with strong attention to detail and a refined sense of luxury aesthetics

Exceptional communication, collaboration, and project management skills