Sr. Manager, Retention Marketing

Job Summary

The Senior Manager of Retention Marketing is responsible for leading customer lifecycle initiatives that drive repeat purchases, increase customer lifetime value (LTV), and deepen engagement through owned channels, including email, SMS, and loyalty. This role will own the strategic planning and execution of retention efforts, leveraging tools such as Klaviyo, Shopify, and Yotpo to deliver highly personalized and data-driven marketing programs. This leader will ensure that all customer communications reinforce the brand's positioning and contribute to sustainable, profitable growth.

While this role has a primary focus on and oversight of the US region, it also supports a global CRM foundation and serves as a competency center based at HQ to support regional partners as needed. It manages and develops a team, collaborates cross-functionally with brand, product, analytics, merchandising, and oversees agency/tech relationships. Strategic thinking, operational rigor, and strong analytical acumen are essential for success. Success metrics include but are not limited to repeat purchase rates, customer lifetime value, retention rates, email/sms/loyalty revenue contribution, and engagement.

This role is based in Portland and requires a regular presence at our global headquarters (minimum four days per week).

Essential Functions

• Owns the retention marketing calendar and roadmap, overseeing the execution of all lifecycle campaigns across email, SMS, and loyalty. Leads planning, testing, deployment, and performance reporting.
• Develops and optimizes automated, behavior-based journeys and segmentation strategies to deliver relevant, timely, and high-converting messages across the customer lifecycle.
• Partners with leadership to define and evolve the loyalty program, ensuring it is insight-driven, measurable, and effective at driving repeat purchases and increasing LTV.
• Builds and maintains scalable flows in Klaviyo, ensuring best-in-class customer experiences, effective personalization, and tight integration with Shopify and customer data sources.
• Develops strategies for customer acquisition via email/SMS capture across touchpoints (e.g., ecommerce site, retail stores, events), focusing on quality list growth and long-term engagement.
• Leverages customer insights, RFM analysis, and data architecture to measure performance across segments and continuously refine targeting and messaging strategies.

Qualifications

• Bachelor's Degree with a focus in Marketing or related field required.
• Six (6) years of experience configuring and leveraging advanced capabilities in lifecycle marketing across email, sms, and loyalty.

Knowledge, Skills, and Abilities

• Advanced knowledge of Klaviyo, Google Analytics (or similar), and Excel required
• Advanced knowledge of Shopify preferred
• Experience with Yotpo and Power BI (or similar) preferred
• Advanced knowledge of HTML, Google Analytics, Excel, and PowerPoint.
• Excellent attention to detail and strong organizational skills to manage multiple work requests, projects, and stakeholders
• Ability to independently prioritize workload.
• Advanced written, verbal, and presentation skills with an ability to communicate at all levels of the organization
• Strong communicator, team player, and collaborator.
• Adept at assessing disparate points of view and coalescing into a single vision.
• Experience managing, leading, and coaching

Base Salary: $114,400 - $127,100 yearly

This range represents the low and high ends of the anticipated base salary range for this position. The actual base salary will depend on numerous factors such as experience, knowledge, skills, and location. Our base salary is just one component of our competitive total rewards strategy, which includes numerous benefits and perks as well as specific health and welfare benefits.

Why Work at KEEN: Driven by a passion for life outside, KEEN is a values-led, independently owned brand from Portland, Oregon, that's on a mission to create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN launched a revolution in the footwear industry with the introduction of the Newport adventure sandal and has donated more than $18 million to non-profit organizations and causes around the world to promote responsible outdoor recreation, including conservation efforts to protect open spaces. KEEN strives to show the world through its products and its actions that a business for good can actually be good for business. By giving back, reducing impact, and activating communities and individuals to protect the places where we work and play, KEEN puts its values in motion and takes action to leave the world a better place.

At KEEN, we believe in a more just and equitable future for all people. As a global brand, we acknowledge that our business, buildings, and daily lives exist within the traditional territories of indigenous peoples. We strive for a future that recognizes the knowledge, rights, and resilience of these peoples.

Furest Group, KEEN, and Chrome are equal opportunity employers. We value an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.