Customer Retention Specialist

Natasha Denona, a globally recognized makeup brand known for innovation, artistry, and premium quality, is looking for an Customer Retention Specialist to join our growing E-commerce team!

In this role, you will be responsible for driving customer engagement, retention, and lifecycle marketing across our digital channels, with a strong focus on email and CRM marketing.

You will work closely with marketing, creative, and data teams to optimize the customer journey, increase customer lifetime value, and support the continued growth of our global e-commerce platform.

Key Responsibilities:

• Plan, execute, and optimize email marketing campaigns and automated lifecycle flows to drive engagement, repeat purchases, and customer retention.
• Manage and optimize CRM programs, including email, SMS, and loyalty initiatives.
• Build and maintain customer lifecycle journeys such as welcome series, abandoned cart, post-purchase, win-back, and loyalty campaigns.
• Analyze campaign performance and customer data to identify opportunities for improving open rates, click-through rates, conversion, and retention.
• Conduct A/B testing on subject lines, messaging, segmentation, and creative to continuously improve performance.
• Work closely with creative and marketing teams to develop high-performing campaigns and compelling messaging.
• Segment audiences and personalize communications to deliver targeted and relevant customer experiences.
• Monitor and report on key performance metrics such as LTV, retention rate, repeat purchase rate, email revenue, and campaign performance.
• Support broader digital marketing initiatives that drive traffic, engagement, and online sales.
• Stay up to date with email marketing, CRM, and e-commerce best practices within the beauty industry.

Requirements:

• 2–4 years of experience in customer retention, email marketing or CRM/lifecycle marketing.
• Excellent English communication skills.
• Hands-on experience with CRM and email marketing platforms (e.g., Klaviyo, HubSpot, Salesforce, etc.)
• Strong analytical skills and experience working with campaign data and performance metrics.
• Experience with customer segmentation, lifecycle flows, and marketing automation.
• Experience in e-commerce or DTC brands – an advantage.