Customer Retention Coordinator

Customer Retention Coordinator

The Company: DIME Beauty's mission is to create luxurious skincare and beauty products that are clean, effective, and affordable. It is DIME's goal that customers will feel confident in who they are and embrace their skin in all its unique and beautiful stages.

Position Description: The Retention Coordinator will focus on the execution of retention strategies, specifically responsible for building, QAing, and deploying email and SMS campaigns. They will also provide support for the subscriptions and loyalty programs as needed.

Duties/Responsibilities:

Email & SMS Execution:

• Build, QA, and deploy email and SMS campaigns (across DIME’s batch & blast and triggered communications), ensuring timely delivery of promotional and retention communications.
• Coordinate segmentation strategies to target specific customer cohorts effectively.
• Ensure campaigns adhere to regulatory requirements (e.g., CAN-SPAM, TCPA, GDPR).
• Assist with the day-to-day execution of customer retention initiatives, including troubleshooting and managing workflows in email and SMS platforms.
• Provide hands-on assistance with subscription renewals and loyalty program execution, aiding in coordinating communication-related to subscription billing and rewards.
• Stay up to date on industry best practices for email and SMS marketing.

Data Analysis & Campaign Optimization:

• Monitor campaign metrics (e.g. Open Rate, CTR, CVR, Unsub Rate) and provide actionable insights. 
• Use data to identify trends, segment audiences, and optimize campaign performance.
• Generate regular reports to communicate results and recommendations to stakeholders.
• Implement A/B testing within email and SMS campaigns to optimize performance (e.g., testing subject lines, content variations, etc.).
• Work closely with the other members of the Retention Team to refine execution tactics based on customer feedback and performance data.
   

Cross-Functional Collaboration:

• Collaborate with the design and content teams to create compelling email templates and SMS content.
• Partner with the CRM team to identify and implement personalized content and automation opportunities.
• Support other team members with execution needs as assigned.

Qualifications & Requirements:

• Bachelor’s degree or equivalent. 
• 2-3 years of experience, at a consumer company and with email and SMS campaign execution specifically. 
• Proficiency with email marketing platforms (e.g., Klaviyo, Mailchimp, HubSpot), SMS platforms (e.g., Attentive, Postscript), and other marketing platforms (Yotpo, Recharge). 
• Strong understanding of customer segmentation, analytics, and CRM tools.
• Familiarity with HTML/CSS for email formatting (a plus).
• Strong organizational skills and ability to manage multiple campaigns simultaneously.
• Experience with marketing automation and personalization tools.
• Familiarity with e-commerce or subscription-based business models.
• Excellent project management skills, including management of agencies and vendors to ensure execution.
• Quick learner and problem solver with the ability to navigate ambiguity and pivot priorities with flexibility. 
• Strong time management and resource planning skills with the ability to meet deadlines and deliver on the needs of teammates and customers. 
• Excellent communication skills with the ability to collaborate with cross-functional teams.
• Self-motivated.
• Strong attention to detail and ability to manage multiple tasks.

Physical Requirements:

• Works in a hybrid environment, either in a home or office setting.
• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to sit, talk, hear, and use fingers to operate a computer and telephone.

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