You are the go-to for all things retention for Kt by Knix. While a large portion of your focus will be on owned channels (email and SMS), you understand how all channels contribute to performance. You will be accountable to performance across all channels, but will partner with growth, affiliates, and brand for execution.
You understand how to interpret and move the main KPIs for repeat customers, repeat rate, LTV, engagement level metrics and ROAS. You can understand how basket mix will impact your repeat customers in the future.
You're someone who has experience working in a high growth startup, you aren't afraid to speak up and lead.
About You:
You’re Curious, you want to try new things, you keep your finger on the pulse of trends in repeat customer space and ecomm, you're looking for new opportunities to build on the foundation we've laid out
Organized and detail oriented
You can read and interpret data, you can digest campaign performance and make recommendations to your manager on next steps
Creative problem solver
Vocal participant in team meetings, you have a strong point of view and can communicate how your channels will be impacted.
An active listener, you pay attention to what all team members are saying, even if it doesn’t impact your channels. You’re thinking about how everything works together.
You listen to the customer, you pick up on their silent cues in the campaigns you work on, you understand why they are and aren’t coming back, what they care about and what they need to see more of from us at Kt by Knix
The Opportunity:
Being the tactical owner of all Email and SMS lifecycle campaigns including briefing, coordinating assets, quality assurance, scheduling, testing, and reporting.
Ensure high quality and error free implementation, testing and QA of email and SMS campaigns
Frequently conduct A/B tests and analyze results to improve retention, conversion rate, and LTV
Manage creative briefing process and work closely with the members of Creative team to plan out all email and SMS campaigns keeping the customer at the center of all communications and content
Analyze campaign data and identify areas of improvement in Kt’s permission-based campaigns and lifecycle flows.
Report the health of the programs on a weekly, monthly, quarterly and annual cadence. Analysis will include engagement, conversion and subscriber stats
Partner closely with Customer Experience, IMC (Brand Team), Creative, Product and Digital Merchandising teams to ensure campaigns are clear, inventory for products being promoted is available and prepare the Customer Experience team for email replies from subscribers.
Work closely with the General Manager of Kt by Knix to successfully deliver against the retention roadmap and company level OKRs.
Handling the strategy and execution of direct mail marketing campaigns
Understanding customer lifecycle and identifying opportunities for personalized communication.
Partner with Knix retention team to take learnings from them that can be applied to Kt by Knix
Partnering closely with Growth team members and data team to understand the new customer we are bringing in, how with that impact repeat in the future. Understand how the growth team is approaching paid social for remarketing, what is performance like, how can it be improved, how to we change our creative strategy.
Manage the Kt by Knix referral program, driving new customer acquisition and improving retention of existing customers participating in the program
Understanding the overall repeat business for KT, how are all channels performing, where can we put more pressure, where do we need to push for improvements. Working closely with the director , you'll learn how we approach monthly targets and budgets and how that budget is used across all channels.
As Kt by Knix continues to scale, the focus of retention marketing may adjust and other opportunities to contribute may come up as a result.
Qualifications:
Experience:
4-6 years experience in email/lifecycle/retention, preferably in ecomm
Strong performance marketing mindset, you are familiar with paid, owned and organic channel performance and can speak to each of them.
Technical Skills:
Experience with Attentive, Klaviyo, FriendBuy, Figma and Shopify
You're comfortable using Figma to manipulate existing assets
You have used Klaviyo in an ecommerce related role for at least 2 years, you can set up campaigns, templates, journeys, manage integrations, etc
You have used Attentive in an ecommerce related role for at least 2 years, you can set up campaigns, templates, journeys, manage integrations, etc
Salary
- Annual salary starting at $97,000
Skills Required
- 4-6 years experience in email/lifecycle/retention
- Experience in ecommerce (preferred)
- Strong performance marketing mindset (paid, owned, organic)
- Experience with Klaviyo (>=2 years) including campaigns, templates, journeys, integrations
- Experience with Attentive (>=2 years) including campaigns, templates, journeys, integrations
- Experience with FriendBuy
- Experience with Figma and ability to manipulate existing assets
- Experience with Shopify
- Experience running A/B tests and analyzing results to improve retention and LTV
- Experience managing email and SMS lifecycle campaigns and QA/testing
What We Do
Knix is a direct to consumer intimate apparel brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. We involve our customers every step of the way and by listening and iterating, we are creating intimate apparel that you'll love to live in. We currently sell a broad array of products including underwear, bras, tanks, t-shirts and loungewear. Launched in 2013, we are one of the fastest growing companies in Canada and globally recognized as an innovator within the apparel space. Learn more at www.knix.com or follow our journey @knix and @ktbyknix on social.
