Loyalty and Retention Manager
Zepp Health, Los Angeles, CA, United States
Overview
The Loyalty and Retention Manager will own strategy and execution of email and related retention and loyalty programs for the rapidly growing Amazfit sports and fitness wearables North American business. You will be responsible for developing and executing retention strategy across the full customer journey from the collection of email, to onboarding and welcome flows, to product recommendation and personalization, post-purchase engagement, product review solicitation, and lapsed customer reactivation campaigns. You will collaborate with marketing teams to improve email collection at in-person sporting events and on our DTC webpage and introduce additional innovations to collect qualified emails. Klaviyo will be your primary tool for CRM email marketing, but you will also develop and lead additional customer engagement programs related to SMS, DTC email sign-up, blog SEO, DTC cart CRO, accessory-based AOV, in-app repurchase programs, etc. to increase the diversity and effectiveness of programs that cause second-touch customers to reconsider, return, convert, review. Responsibilities
Own strategy and execution of email and related retention and loyalty programs for the North American business. Develop and execute retention strategy across the full customer journey: email collection, onboarding/welcome flows, product recommendations and personalization, post-purchase engagement, product review solicitation, and reactivation campaigns. Collaborate with marketing teams to improve email collection at in-person events and on the DTC webpage; introduce innovations to collect qualified emails. Lead and develop additional engagement programs (SMS, DTC email sign-up, blog SEO, DTC cart CRO, accessory-based AOV, in-app repurchase programs) to increase program effectiveness and encourage second-touch conversions. Use Klaviyo as the primary CRM tool to build email flows, test content, optimize KPIs, and refine the brand's email voice and call to action. Qualifications
5+ years of experience in CRM, retention marketing, or email-based lifecycle marketing within a DTC ecommerce environment. Expert-level proficiency with Klaviyo, including segmentation, automation flows, A/B testing, deliverability optimization, and reporting. Test-and-learn mindset with continual optimization based on experiments, insights, and performance. Excellent communication skills and the ability to craft clear, concise messaging and summaries. Strong understanding of customer segmentation strategy, including onboarding, post-purchase flows, win-back campaigns, and churn prevention. Proven ability to own retention and reactivation strategy end-to-end, from concept to execution to analytics. Deep comfort interpreting data analytics, customer behavior insights, and performance dashboards to guide decisions. Demonstrated ability to build personalization strategies using dynamic content, behavioral triggers, and advanced segmentation. Passion for fitness, sports, and wearable technology, with an understanding of what motivates users to maintain healthier lifestyles. Self-directed, proactive, and comfortable operating with high autonomy in a fast-paced growth environment. Benefits
401K & Matching Other Benefits Zepp Health is an Equal Opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know. In your application, please note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).
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The Loyalty and Retention Manager will own strategy and execution of email and related retention and loyalty programs for the rapidly growing Amazfit sports and fitness wearables North American business. You will be responsible for developing and executing retention strategy across the full customer journey from the collection of email, to onboarding and welcome flows, to product recommendation and personalization, post-purchase engagement, product review solicitation, and lapsed customer reactivation campaigns. You will collaborate with marketing teams to improve email collection at in-person sporting events and on our DTC webpage and introduce additional innovations to collect qualified emails. Klaviyo will be your primary tool for CRM email marketing, but you will also develop and lead additional customer engagement programs related to SMS, DTC email sign-up, blog SEO, DTC cart CRO, accessory-based AOV, in-app repurchase programs, etc. to increase the diversity and effectiveness of programs that cause second-touch customers to reconsider, return, convert, review. Responsibilities
Own strategy and execution of email and related retention and loyalty programs for the North American business. Develop and execute retention strategy across the full customer journey: email collection, onboarding/welcome flows, product recommendations and personalization, post-purchase engagement, product review solicitation, and reactivation campaigns. Collaborate with marketing teams to improve email collection at in-person events and on the DTC webpage; introduce innovations to collect qualified emails. Lead and develop additional engagement programs (SMS, DTC email sign-up, blog SEO, DTC cart CRO, accessory-based AOV, in-app repurchase programs) to increase program effectiveness and encourage second-touch conversions. Use Klaviyo as the primary CRM tool to build email flows, test content, optimize KPIs, and refine the brand's email voice and call to action. Qualifications
5+ years of experience in CRM, retention marketing, or email-based lifecycle marketing within a DTC ecommerce environment. Expert-level proficiency with Klaviyo, including segmentation, automation flows, A/B testing, deliverability optimization, and reporting. Test-and-learn mindset with continual optimization based on experiments, insights, and performance. Excellent communication skills and the ability to craft clear, concise messaging and summaries. Strong understanding of customer segmentation strategy, including onboarding, post-purchase flows, win-back campaigns, and churn prevention. Proven ability to own retention and reactivation strategy end-to-end, from concept to execution to analytics. Deep comfort interpreting data analytics, customer behavior insights, and performance dashboards to guide decisions. Demonstrated ability to build personalization strategies using dynamic content, behavioral triggers, and advanced segmentation. Passion for fitness, sports, and wearable technology, with an understanding of what motivates users to maintain healthier lifestyles. Self-directed, proactive, and comfortable operating with high autonomy in a fast-paced growth environment. Benefits
401K & Matching Other Benefits Zepp Health is an Equal Opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know. In your application, please note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).
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