Retention Manager

Retention Marketing ManagerLocation: Remote (U.S. based preferred) / On-site (optional)

Department: Marketing

Reports To: Head of Marketing

Salary: $75-90k annually

Additional benefits: Healthcare with 80% premium covered by GLDN, flexible PTO, flexible schedule, generous employee discount, supplemental medical and parental leave after one year, access to 401k after one year

About GLDN

GLDN is a modern jewelry brand built around meaningful personalization, ethical craftsmanship, and thoughtful storytelling. Our products celebrate personal connection, and our team is committed to creating experiences that turn customers into lifelong fans. We believe in beauty with purpose—and we’re building a company that reflects those values every step of the way.

Role Overview

We’re looking for a performance-minded Retention Marketing Manager to lead and scale our lifecycle marketing efforts across Email, SMS, and our Loyalty Program. This person will be laser-focused on driving customer Lifetime Value (LTV), reducing churn, and boosting repeat purchases and referrals.

You’ll develop, execute, and optimize multi-channel retention strategies rooted in segmentation, behavioral triggers, and performance analytics. From automating welcome journeys to iterating on loyalty incentives, you’ll have end-to-end ownership of the channels that turn one-time buyers into brand loyalists.

Your ResponsibilitiesStrategy & Channel Ownership

• Build and execute GLDN’s customer retention roadmap across Email, SMS, and Loyalty.
• Translate customer data and behavioral insights into journeys and campaigns that improve engagement, retention, and lifetime value.
• Own and evolve the structure and promotion of GLDN’s Loyalty Program to increase member participation and reward-driven repurchase behavior.

Campaign Development & Execution

• Manage and deploy segmented, personalized Email and SMS campaigns throughout the customer lifecycle: onboarding, education, upsell, win-back, and post-purchase.
• Maintain and optimize customer journeys and triggered flows using automation tools (e.g., Klaviyo).
• Collaborate with creative and brand teams to develop compelling content that aligns with GLDN’s voice and values.

Analytics & Optimization

• Track and report on core KPIs: LTV, Churn Rate, Repurchase Rate, and Referral Rate.
• Lead structured A/B testing across channels to iterate on timing, content, segmentation, and promotions.
• Partner with analytics and product teams to uncover actionable insights from retention metrics and cohort analysis.

Cross-Functional Collaboration

• Coordinate with CX, Ecommerce, and Product to align on retention tactics, timing, and messaging.
• Collaborate with Paid Media on integrated strategies that extend the impact of acquisition efforts.
• Maintain and improve tech stack integrations for CRM, loyalty, and SMS.

Key KPIs You'll Own

• Customer Lifetime Value (LTV)
• Churn Rate
• Repurchase Rate
• Referral Rate

Who you are

• 3–5+ years experience in retention, CRM, or lifecycle marketing at a DTC ecommerce brand.
• Deep expertise in Email and SMS marketing platforms (Klaviyo/Attentive).
• Experience managing a Loyalty or Rewards Program, including incentive design and reporting.
• Strong analytical and testing mindset; confident with data dashboards, cohort analysis, and attribution.
• Highly organized, able to manage multiple projects and collaborate across functions.
• Exceptional written communication skills and strong eye for design and messaging.
• Passionate about mission-driven consumer brands and creating meaningful customer relationships.

Bonus points for

• Experience with Okendo loyalty & referral program.
• Familiarity with Shopify and ecommerce analytics tools.
• Experience integrating CRM efforts with paid re-engagement (e.g., retargeting).

Equal opportunity

At GLDN, we take a lot of things personally. and we like it that way! We are committed 

to inclusion across race, gender, age, religion, identity, and experience, to name a few. 

We believe that diversity, equity and inclusion isn’t only what’s ethically right- it’s what 

works to create better ideas, a stronger team with deeper relationships, and the most 

joy and delight. We honor and cherish our team, customers, and everyone else for 

being their true, unique selves. People of all races, ages, identities, religions and other 

diverse candidates are encouraged to apply!