International Retention Manager

If you’re passionate about building a consumer brand that goes beyond the transaction, this is your sign to apply.

YES, CHEF! | We are seeking an experienced Retention Manager, International  to join our dynamic team at HexClad. As a Retention Manager, you will play a pivotal role in cultivating customer loyalty and driving repeat business. Your primary focus will be overseeing projects related to United States and international email and SMS campaigns and automations, managing day-to-day activities related to our loyalty and referral programs, and creating and maintaining analytics dashboards to track performance and inform strategic decisions. This role will sit on the growth team and report to the Director of Retention. Come get in our kitchen and help us shape the future of cookware for everyone.

Location | Remote unless in LA/OC, then hybrid to LA HexQuarters

Time Zone Expectations | varies

Details | Full Time- Exempt

Reporting to | Director of Retention

TASTE SUCCESS | As our Retention Manager, International you’ll develop and execute targeted email and SMS campaigns to engage and retain customers across domestic and international markets, such as Canada, Europe, the UK, Japan, and Australia, with future expansion plans. Collaborate with the marketing team to create compelling content that resonates with different customer segments, utilizing customer segmentation and personalization strategies to optimize campaign effectiveness. Work to finalize and launch the loyalty program, acting as the primary point of contact for its daily execution, and develop strategies to increase enrollment and engagement. Build and maintain comprehensive analytics dashboards to track key performance indicators, providing regular reports and insights to management, and work closely with customer service channels to gather and translate customer feedback into actionable strategies.

Role & Responsibilities:

• Email and SMS Campaign Management:
  • Develop and execute targeted email and SMS campaigns to engage and retain customers across domestic & international markets – EU, UK, CA, JP, and AU currently, with more to launch in the future. Plan for and execute emails in secondary langauges for those markets – currently French Canadian and German.
  • Collaborate with the marketing team to create compelling content that resonates with different customer segments and aligns with brand messaging, finding efficiencies by echoing messaging and insights from US market campaigns.
  • Utilize customer segmentation and personalization strategies to optimize campaign effectiveness and increase open and click-through rates.
  • Ensure that learnings + flows that are built out in the US are launched in a timely manner in other regions, while making adjustments for each market + product catalog.
• Analytics Dashboard Development and Maintenance:
  • Build and maintain comprehensive analytics dashboards to track key performance indicators (KPIs) related to retention, including flow performance,t, and campaign effectiveness using Google Analytics, Northbeam, Shopify, etc
  • Analyze data to identify trends, patterns, and opportunities for improvement in customer retention strategies.
  • Provide regular reports and insights to management, informing strategic decisions and adjustments based on data-driven findings.
  • Continuously refine dashboards to provide actionable insights and facilitate a deep understanding of customer behavior.
• Customer Insights and Feedback:
  • Work closely with customer service and feedback channels to gather insights into customer preferences, pain points, and suggestions.
  • Translate customer feedback into actionable strategies to enhance customer retention and loyalty initiatives.
  • Help create and execute on surveys we’re sending to non-purchasers and purchasers.

Qualifications:

• At least 2 years experience in eCommerce retention management including managing international regions.
• Familiarity with international marketing regulations, ex: GDPR.
• Proven track record of managing successful retention strategies, loyalty programs, and referral programs in the e-commerce or consumer goods industry.
• Experience in email marketing, SMS campaigns, and segmentation strategies, including both campaign and automations
• Proficiency in data analysis, using tools such as Google Analytics, Excel, or similar platforms.
• Strong project management skills with the ability to handle multiple projects simultaneously and meet deadlines.
• Excellent communication skills, both written and verbal.
• Analytical mindset with a passion for leveraging data to drive informed decisions.
• Bachelor’s degree in Marketing, Business, or a related field. Master’s degree is a plus.
• Love of food and cooking! Cooking skills and/or experience in the culinary industry a plus.

Benefits:

Compensation |  Exact compensation may vary based on skills, experience, and location.

Bonus | Annual bonus potential

Health | 100% of the employee premium covered on select choice plans, and offers dental+vision

401k | up to a 4% match of salary on 401k contributions

Unlimited Time Off  | An unlimited approach to support your time away from work

Cookware  | Upgrade your home with employee perks