Retention and Lifecycle Marketing Manager
Availability: Hybrid/Remote - Full-time 8:30 am - 4:30 pm EST | Department: Marketing / Ecommerce | Reports To: VP of Marketing
The role at a glance
- You own everything after the first order. Email, SMS, subscriptions and post-purchase offers, across diesel and our new gas vehicle line.
- It's a repair job before it's a build job. The flows, templates and subscription program exists. Too much of it is broken, stuck in draft, or aimed at the wrong moment.
- Klaviyo runs email. Postscript runs SMS starting in Q4. You own both and how they work together.
- You work between performance and ecommerce every day. Performance buys the customer, ecommerce owns the site, and you turn that first order into repeat revenue.
- Success is measured in Triple Whale on returning-customer revenue, not opens and not platform-attributed revenue.
- Testing depth is the bar. We'll ask about the tests that lost.
Job Summary
Doc's Diesel is a fast-growing DTC automotive parts brand serving diesel truck owners, and now gas vehicle owners too, across oil, filters, brakes, fluids, additives and more. Our customers are repeat buyers by nature. They're just not being nurtured like it. Most of what our email program earns today happens before someone's first purchase, and very little happens after it. We're building the retention function in-house to fix that.
This role owns email, SMS and subscription lifecycle, from the flow library to the promo calendar. Email runs in Klaviyo. SMS moves to Postscript in Q4. Subscriptions run on Stay.AI and post-purchase offers run on Rebuy.
A lot is already in place. A lot of it isn't working the way it should. The right person gets as much out of finding why a flow stopped sending as out of building a new one, and has done both before.
You'll work closely with performance and ecommerce. Performance acquires the customer and ecommerce owns the site they buy on. You'll need both teams to trust your numbers and build against your calendar.
Key Responsibilities
Email and SMS Ownership
- Own email in Klaviyo end to end: flows, campaigns, deliverability, list health and the promotional calendar
- Own SMS in Postscript: strategy, list growth, compliance, flows and campaigns
- Decide what goes to email, what goes to SMS, and in what order, so customers get the right message once instead of the same one twice
- Move campaign sends to engagement-based segments and keep inbox placement and sender reputation healthy
- Audit what's live: find flows that stopped firing, triggers broken by platform changes and drafts that never shipped, then repair or retire them
- Set a clean segmentation framework, naming convention and template system anyone on the team can read
Lifecycle and Flows
- Rebuild the post-purchase lifecycle first: onboarding, cross-sell, replenishment, win-back and VIP
- Build replenishment around real maintenance intervals for oil, filters, fluids and additives, by product and vehicle
- Keep welcome and abandonment flows performing while post-purchase catches up
- Test with structure: hypothesis, sample, run time, measured result, and a written record of what won and what lost
Subscriptions
- Own subscription messaging on Stay.AI: upcoming-order, cancellation, save and win-back flows, including in-email subscription actions through Zaymo
- Grow subscriptions beyond oil into filters, fluids and additives, and grow upsell into high-margin SKUs
- Track net subscriber growth monthly: new, cancelled and reactivated
Working Across Performance and Ecommerce
- With performance: share retention audiences and suppression lists for paid, line up promo timing with media spend, and read new-customer cohorts together so acquisition gets judged on what a customer is worth over time
- With ecommerce: own the post-purchase offer strategy in Rebuy, including subscription offers, while ecommerce owns the site surface it runs on
- With ecommerce: improve list capture at every entry point, from pop-ups and sign-up forms to checkout opt-ins
- With creative: brief email- and SMS-ready assets and write conversion copy that holds brand standards
- Bring retention into monthly marketing planning so launches, promos and flows are built on one calendar
Reporting
- Report channel contribution from Triple Whale, judged on returning-customer revenue rather than Klaviyo or Postscript attributed revenue
- Own the KPIs: returning-customer revenue, revenue per recipient, click rate, list growth, SMS revenue against cost, net subscriber growth and repeat purchase rate
- Report repeat rate by entry product and channel so performance and ecommerce can act on it
- Pick the highest-leverage fix each month and size what it's worth
First 90 Days
- Days 1–30: audit Klaviyo, Postscript and Stay.AI. Map what's live, what's broken and what's in draft, then repair the highest value flows first.
- Days 31–60: rebuild post-purchase and replenishment for oil and filters. Move campaigns to engagement-based sending.
- Days 61–90: core SMS flows running in Postscript, subscription win-back live, and the first monthly retention report out of Triple Whale.
Qualifications
Required
- 3+ years of hands-on email and SMS marketing in a DTC ecommerce environment
- Deep Klaviyo expertise: flows, campaigns, segmentation, deliverability, A/B testing and reporting Hands-on Postscript experience, or a comparable dedicated SMS platform like Attentive, including compliance and list growth
- A track record of fixing and growing lifecycle programs, with measured impact on repeat revenue and retention Subscription lifecycle experience, including cancellation, save and win-back
- A real testing history: tests you designed and ran, with the numbers, including the ones that lost Experience working day to day with both a paid media team and an ecommerce or site team, sharing goals and data with each
- Writes conversion-focused copy and gives a design team strong creative briefs
- Comfortable in an account that isn't clean: you can trace a broken trigger or integration, not just build on a blank slate
Preferred
- Automotive, aftermarket, powersports or hard-parts category experience
- Stay.AI, Recharge, Skio or a similar Shopify subscription platform
- Rebuy or similar post-purchase tools, and Zaymo or other interactive email
- Triple Whale, Northbeam or similar attribution tools
- Has moved an SMS program from one platform to another
- Technical comfort with how Shopify, Klaviyo, Postscript and Stay.AI pass events to each other
- Experience at a growth-stage DTC brand ($10M to $100M)
What We Offer / Benefits
- Competitive salary
- Health, Vision, Dental, and Life Insurance offerings (available after 60 days of employment)
- Retirement plan with Simple IRA and 3% company match (available after 60 days of employment)
- PTO (available after 60 days of employment)
- Company-sponsored employee-only YMCA membership (available after 60 days of employment)
- No Entitlement Self-Funded Quarterly Incentive Program if profit is met (available after 90 days)
- Opportunities for growth within a rapidly scaling ecommerce organization
Compensation: $75-90k / year
