POSITION DESCRIPTION

Title & Reporting Relationships

Position Title:

Digital / Retention Marketing Manager

Brands:

Outerknown, Firewire Surfboards & Slater Designs Surfboards

Reports To:

Sr. Growth Marketing Manager

Department:

eCommerce & Digital Marketing

Oversees:

No

Interactions:

Interacts with eCommerce, Creative, Merchandising, Operations, Finance, Brand Marketing.

Job Description

Digital Retention Marketing Manager leads retention marketing efforts across Outerknown, Firewire Surfboards, and Slater Designs. This role focuses on driving customer loyalty and lifetime value through personalized, data-driven email, SMS, and loyalty campaigns.

Responsible for day-to-day execution and optimization of retention channels, while also supporting broader marketing initiatives as needed. Requires a balance of creative messaging and performance strategy, with the ability to manage multiple campaigns across distinct brands.

Highly collaborative, working closely with eCommerce, Creative, Merchandising, and Marketing teams to align messaging, product priorities, and seasonal campaigns. This is a hybrid position with a three-day in-office requirement.

ACCOUNTABILITY:

Email & SMS Campaign Execution

• Own day-to-day planning, building, and execution of all email and SMS campaigns across multiple brands.
• Manage campaign calendars, workflows, and testing roadmaps.
• Partner with creative and merchandising teams to align messaging with seasonal stories, product launches, and promotional moments.
• Maintain high standards for deliverability, segmentation, personalization, and compliance.
  
  

ACCOUNTABILITY:

Retention & Lifecycle Marketing Strategy

• Develop and optimize customer retention strategies, including post-purchase flows, re-engagement, loyalty, and referral programs.
• Own lifecycle journey mapping and execution—from welcome through winback.
• Regularly audit and evolve triggered automations and customer journeys based on performance insights.
  
  

ACCOUNTABILITY:

Loyalty Programs

• Design, implement, and manage customer loyalty programs that incentivize repeat purchases, increase customer lifetime value, and strengthen brand loyalty.
• Identify key customers and create experiences that create emotional brand connection.
• Analyze loyalty program data to identify trends and opportunities for enhancement and expansion.
  
  

ACCOUNTABILITY:

Analytics & Optimization

• Ownership of Subscriber Growth & list health across email & SMS.
• Monitor performance of all campaigns and automations, including open rates, click-throughs, conversions, and revenue per message.
• Build and present regular reporting dashboards with insights and recommendations.
• Lead A/B testing to drive performance improvements across messaging, creative, send times, and audience segments.
• Conduct cohort and segmentation analysis to inform content strategy and cadence.
  
  

ACCOUNTABILITY:

Personal Measurables

• Ownership of Subscriber Growth across email & SMS.
• Highly organized and capable of managing multiple campaigns across three brands
• Strong analytical thinker with a performance-driven mindset
• Collaborative team player who thrives in cross-functional environments
• Excellent written and verbal communicator, especially when presenting data-backed recommendations
• Comfortable balancing brand storytelling with commercial goals
• Detail-oriented with a high level of ownership over campaign execution and reporting
• Self-motivated and proactive in finding ways to improve processes and results
  
  

ESSENTIAL SKILLS & QUALIFICATIONS

• 3+ years of experience in email and/or SMS marketing, with a strong foundation in CRM strategy.
• Deep hands-on experience with Klaviyo (or similar platforms).
• Proven ability to build automated flows and campaigns that drive revenue and customer retention.
• Strong analytical skills with experience turning data into actionable insights.
• Excellent communication and project management skills.
• Highly organized, detail-oriented, and comfortable working cross-functionally.
• Passion for sustainability, storytelling, and building customer relationships.