Senior Manager of Retention

At TRUEWERK, we believe retention is a leading indicator for how much our customers LOVE our brand, product, and mission; which is why we are seeking a customer-obsessed Senior Manager of Ecommerce Retention to identify insights and opportunities that enhance our end-to-end customer experience. Reporting to the Vice President of Ecommerce, you will be responsible for engaging and activating our customer base to drive increased lifetime value and retention. Your work will span various retention programs, including website front-end optimizations, marketing communications, customer experience enhancements, product availability, and operational initiatives. You’ll have the chance to build on our current foundation and evolve it to fulfill our customer promise.This role requires the type of individual that is incredibly passionate about solving customer problems, and isn’t afraid of rolling up their sleeves to better understand why our customers love our brand! Additionally, this role demands a sharp focus on delivering a best-in-class customer experience and the ability to juggle multiple priorities to achieve business objectives. The ideal candidate is a collaborative, hard-working professional motivated by the challenge of surpassing aggressive business goals. A data-driven approach and a track record of leading and managing high-impact, cross-functional initiatives are essential. Experience in the apparel industry is a plus. You will be expected to: Develop comprehensive reporting and analytics dashboards to track customer-centric KPIs that are anchored on a best-in-class customer framework.Provide regular updates on the health of TRUEWERK’s customer base to cross-functional partners and the company’s leadership team.  These updates should be leveraged to recommend new customer segmentation opportunities and/or methodologies.Build a deep understanding of TRUEWERK’s brand, product, and customer community to foster meaningful connections with customers that drives retention. Balance data-driven insights with personal knowledge of the TRUEWERK brand and its growing customer base.Create and oversee an end-to-end customer retention roadmap, incorporating work across the following team: CRM, Ecommerce, Brand, Operations, Product/Merchandising, Paid Media, and Customer Service. Report on the results of strategic initiatives, projects, and A/B tests.Develop an always-on promotional framework, balancing company financial goals (e.g., revenue and margin) with customer lifetime value growth.Perform regular customer retention analyses to uncover actionable insights across the entire customer journey from Brand awareness through post-purchase and loyalty.Collaborate with ecommerce partners to co-develop and maintain a robust A/B testing roadmap. Use quantitative and qualitative insights to craft and test strong hypotheses within a best-in-class experimentation framework.Partner with the CRM team to optimize triggered communications, lifecycle emails, and personalization tactics, driving strategic retention outcomes.