Lilo Social is a full-funnel eCommerce growth agency headquartered in the United States, specializing in strategies that enhance customer acquisition and retention for direct-to-consumer brands. The agency employs over 65 professionals who provide top-notch services in paid media, email marketing, and creative solutions, helping clients achieve scalable growth and profitability.
What sets Lilo Social apart is their partnership-first approach which has secured a 90% client retention rate and earned them recognition as an Inc. 5000 honoree for three consecutive years (2023, 2024, 2025). They are distinguished as a Klaviyo Master Elite Agency, a title held by only 0.2% of Klaviyo's partners, and have successfully aided in generating billions of dollars in revenue for their partners.
Role Summary
The position available is for a Senior Retention Strategist who will play a pivotal role in designing and executing comprehensive retention strategies aimed at maximizing customer lifetime value (LTV) across the post-purchase journey. This senior-level position combines strategic oversight with hands-on execution to enhance revenue growth and improve customer loyalty for DTC (direct-to-consumer) eCommerce brands.
Responsibilities
The Senior Retention Strategist will be responsible for a multitude of tasks, which include:
Developing and implementing lifecycle retention strategies that encompass various communication channels including email, SMS, and subscription programs.
Designing advanced segmentation frameworks and mapping customer journeys to deliver tailored experiences throughout the post-purchase lifecycle.
Building and refining subscription retention programs, including strategies for reducing churn and managing payments.
Leading A/B testing initiatives across retention channels to assess performance and pinpoint growth opportunities.
Conducting analyses of customer behavior and purchase patterns to identify segments at risk of losing interest and designing targeted interventions.
Creating automated marketing flows in Klaviyo, which include welcome series, abandoned cart recovery, and VIP nurturing.
Collaborating with the creative and design teams to develop retention messaging and creative that incites customer interaction.
Monitoring retention KPIs such as LTV, repeat purchase rates, and churn rates, while presenting findings and recommendations regularly to clients.
Mentoring team members to raise the overall capability of the retention team, sharing expertise and best practices.
Keeping abreast of the latest trends in retention marketing and lifecycle marketing technologies.
Requirements
The candidate should meet the following criteria:
Have at least 4 years of experience in retention or lifecycle marketing, preferably with a focus on direct-to-consumer eCommerce brands.
Possess expert-level knowledge of Klaviyo, including advanced segmentation and flow architecture skills.
Demonstrated success in driving significant revenue growth through effective retention programs.
Strong analytical skills with the ability to extract meaningful insights from complex datasets.
Experience in presenting strategies and insights confidently to senior-level stakeholders.
Familiarity with subscription platforms leading to deep understanding of managing subscription lifecycles, like Recharge or similar tools.
Basic technical knowledge related to API integrations and advanced analytics platforms like Looker or Tableau is desirable.
Nice to Have
While not mandatory, the following qualifications can add advantageous value to the application:
Understanding of additional retention channels such as loyalty programs or referral initiatives.
Background in customer success or analytics roles focusing on retention operations.
Compensation and Benefits
Lilo Social offers a competitive benefits package which includes:
401(k) retirement plan with up to 4% company match
Comprehensive health coverage for medical, dental, and vision expenses
Generous PTO policy along with paid holidays to support a healthy work-life balance
Wellness initiatives including a complimentary Headspace subscription and a fitness stipend
Fully remote work structure, allowing flexibility to work from anywhere
The latest technology equipment provided for optimal work performance
Opportunities for professional development and potential advancements in responsibilities
Compensation is aligned with experience, ensuring competitive salary levels within the industry.
Conclusion
The Senior Retention Strategist position at Lilo Social offers a unique opportunity for experienced marketing professionals to leverage their skills in a fully remote environment while contributing to the growth of eCommerce brands. This role not only promises competitive compensation but also various benefits catering to personal and professional growth. It is an exciting chance to be part of a highly regarded agency recognized for its innovative approach to customer retention.
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
