Retention Marketing Manager

About Local Eclectic

Local Eclectic is a Chicago-based fine jewelry company operating five proprietary brands (Family Gold, For You With Love, Harvest Moon, Carried Jewels, Period Piece), with wholesale partnerships including Nordstrom, Anthropologie, and Free People. We're expanding beyond e-commerce with a flagship retail store and café opening at 212 E. Ontario in downtown Chicago — adding an in-person, high-touch dimension to a highly engaged, authentic customer base.

Position Summary

We're looking for a Retention Marketing Manager to own the customer lifecycle across email, SMS, and — soon — in-person retail and café touchpoints. You'll be the primary driver of repeat purchase behavior, building and optimizing the automated flows, campaigns, and segmentation strategy that turn first-time buyers into loyal, high-LTV customers across five distinct brands.

This role sits at the intersection of data and creative; you should be as comfortable building a segmentation strategy in Klaviyo as you are working with our art director to execute your campaign concepts.

Responsibilities

Lifecycle & Automation

• Own and evolve all automated CRM flows in Klaviyo — welcome series, abandoned cart/checkout, post-purchase, replenishment, win-back, and VIP journeys — across all five brands
• Continuously test and refine flow logic, timing, and creative to improve conversion and revenue per recipient

Campaigns & Segmentation

• Build and manage the email/SMS campaign calendar in partnership with the marketing team
• Develop and maintain customer segmentation (behavioral, purchase history, brand affinity, VIP status) to drive increasingly personalized targeting
• Partner with the paid media team to ensure retention and acquisition efforts are aligned 

Loyalty & VIP

• Build and manage a loyalty/VIP program, including gifting, early access, and recognition for high-value repeat customers
• Identify and nurture our highest-LTV segments with dedicated journeys and offers

Retail & Café Integration

• Partner with the retail team to connect in-store (and future café) customer data with digital CRM, ensuring a single view of the customer across channels
• Support clienteling efforts for the flagship store, and develop retention strategies that treat online, retail, and café as one relationship rather than three

Reporting & Analysis

• Own reporting on CRM health, deliverability, subscriber growth/opt-outs, and automation-driven revenue contribution
• Report on core retention metrics — repeat purchase rate, time to second purchase, revenue recovered from abandon flows, win-back rate — on a weekly, monthly, and quarterly cadence
• Use Shopify and Klaviyo data to identify trends and opportunities, and translate findings into action

Cross-Functional Partnership

• Work closely with the paid media manager, developer, and merchandising to ensure retention marketing reflects real-time inventory, launches, and brand priorities
• Troubleshoot and QA technical issues in CRM flows and data integrations as the primary point of contact for retention marketing operations

Required Qualifications

• 4+ years of experience in retention, lifecycle, or CRM marketing, with direct ownership of automated flows and campaign strategy
• Hands-on expertise in Klaviyo (required) — building, QA'ing, and troubleshooting flows and segmentation
• Demonstrated track record improving repeat purchase rate, LTV, or similar retention metrics at a comparable or larger DTC/e-commerce business
• Strong analytical skills — comfortable pulling and interpreting data to guide strategy, not just reporting on it after the fact
• Experience managing a campaign calendar across multiple product lines or sub-brands

Strongly Preferred

• Experience in jewelry, fashion, beauty, or another high-frequency, high-SKU DTC or luxury brand
• Experience connecting retail/in-person customer data with digital CRM (omnichannel retention)
• Experience building or managing a loyalty or VIP program from the ground up
• Experience with SMS platforms in addition to email
• Familiarity with Shopify analytics and reporting