Head of Retention | E-Commerce
Nominal, Tempe, AZ, United States
Head of Retention
Nominal – Arabic-Inspired Jewelry & Cultural Brand
About Nominal:
Nominal is a DTC jewelry brand rooted in Arabic heritage and Islamic faith, serving a predominantly Muslim, female audience. We're aiming for revenue growth via improving customer lifetime value and building a best‑in‑class retention engine. We're a lean, high‑performing team that punches above our weight.
Reports to: CMO
Location: Phoenix, AZ preferred (remote available for exceptional candidates)
Job Summary: As Head of Retention at Nominal, you'll own everything that keeps customers coming back: email/SMS strategy, loyalty programs, post‑purchase journeys, conversion optimization, and creative promotions. You'll manage our email/SMS agency, work with our CRO agency, and use data to turn one‑time buyers into repeat customers. This role is for someone who's driven repeat purchase rate and LTV improvements at a $10M–$50M DTC brand and knows the playbook like they made it.
Key Responsibilities: Retention & Lifecycle Marketing
Drive 15%+ improvement in repeat purchase rate through loyalty optimization, segmentation, and targeted campaigns
Revitalize our loyalty program and turn it into a measurable revenue driver
Build post‑purchase flows, VIP nurture campaigns, and win‑back sequences that increase LTV
Email/SMS Strategy
Own strategic direction of our email/SMS program (managed by agency); grow revenue and drive intentional promotions into those channels
Grow email list through lead capture optimization and creative list‑building tactics
Optimize flows (welcome, cart abandon, post‑purchase, win‑back) and create exclusive promotions for subscribers
Creative Promotions & Offers
Design flash sales and exclusive offers: SMS‑only deals, app‑early access, discount tiers, VIP perks
Build promotional calendar with CMO for product launches and cultural campaigns
Test gamification, spend thresholds, and urgency tactics that drive conversions without cheapening the brand
Conversion & AOV Optimization
Partner with CRO agency to improve site conversion (currently ~2%) through testing and optimization
Increase AOV by 10–15% via bundling, upsells, cross‑sells, and checkout flow improvements
Optimize merchandising: move slow sellers to clearance, improve product presentation, reduce friction
Customer Insights & Analytics
Use data to understand what drives repeat purchases and what causes churn
Build dashboards tracking CAC, LTV, repeat rate, cohort performance, email/SMS revenue
Conduct customer research (surveys, reviews, interviews) to inform retention strategy
Agency Management
Manage email/SMS agency (BAD Marketing), CRO agency (WeConvert), and upsell platform (OneclickUpsell)
Set strategy, review performance, hold partners accountable
Key Qualifications: Required:
5–7+ years in
DTC e-commerce , focused on retention, email/SMS, and lifecycle marketing at Shopify brands doing $10M–$50M+ revenue
Proven track record improving repeat purchase rate and driving significant email/SMS revenue growth
Expert with Klaviyo, Attentive, Postscript, or similar email/SMS platforms
Experience optimizing loyalty programs (Smile.io, Yotpo, LoyaltyLion, etc.)
Strong on conversion optimization: built upsell funnels, tested bundling, optimized checkout flows
Data‑driven: comfortable with CAC, LTV, cohort analysis, TripleWhale, Shopify Analytics
Experience managing agencies and getting results from external partners
Bias toward action: test fast, kill what doesn’t work, scale what does
Bonus:
Worked at jewelry, fashion, beauty, or lifestyle DTC brands
Experience with mobile app marketing and app‑exclusive promotions
Background with culturally meaningful or faith‑based brands
What This Role Is Not:
Not focused on paid media (we have an ad buyer for that)
Not SEO or content marketing
Not managing a large internal team (you’ll work with agencies and our Marketing Ops Coordinator)
#J-18808-Ljbffr
Reports to: CMO
Location: Phoenix, AZ preferred (remote available for exceptional candidates)
Job Summary: As Head of Retention at Nominal, you'll own everything that keeps customers coming back: email/SMS strategy, loyalty programs, post‑purchase journeys, conversion optimization, and creative promotions. You'll manage our email/SMS agency, work with our CRO agency, and use data to turn one‑time buyers into repeat customers. This role is for someone who's driven repeat purchase rate and LTV improvements at a $10M–$50M DTC brand and knows the playbook like they made it.
Key Responsibilities: Retention & Lifecycle Marketing
Drive 15%+ improvement in repeat purchase rate through loyalty optimization, segmentation, and targeted campaigns
Revitalize our loyalty program and turn it into a measurable revenue driver
Build post‑purchase flows, VIP nurture campaigns, and win‑back sequences that increase LTV
Email/SMS Strategy
Own strategic direction of our email/SMS program (managed by agency); grow revenue and drive intentional promotions into those channels
Grow email list through lead capture optimization and creative list‑building tactics
Optimize flows (welcome, cart abandon, post‑purchase, win‑back) and create exclusive promotions for subscribers
Creative Promotions & Offers
Design flash sales and exclusive offers: SMS‑only deals, app‑early access, discount tiers, VIP perks
Build promotional calendar with CMO for product launches and cultural campaigns
Test gamification, spend thresholds, and urgency tactics that drive conversions without cheapening the brand
Conversion & AOV Optimization
Partner with CRO agency to improve site conversion (currently ~2%) through testing and optimization
Increase AOV by 10–15% via bundling, upsells, cross‑sells, and checkout flow improvements
Optimize merchandising: move slow sellers to clearance, improve product presentation, reduce friction
Customer Insights & Analytics
Use data to understand what drives repeat purchases and what causes churn
Build dashboards tracking CAC, LTV, repeat rate, cohort performance, email/SMS revenue
Conduct customer research (surveys, reviews, interviews) to inform retention strategy
Agency Management
Manage email/SMS agency (BAD Marketing), CRO agency (WeConvert), and upsell platform (OneclickUpsell)
Set strategy, review performance, hold partners accountable
Key Qualifications: Required:
5–7+ years in
DTC e-commerce , focused on retention, email/SMS, and lifecycle marketing at Shopify brands doing $10M–$50M+ revenue
Proven track record improving repeat purchase rate and driving significant email/SMS revenue growth
Expert with Klaviyo, Attentive, Postscript, or similar email/SMS platforms
Experience optimizing loyalty programs (Smile.io, Yotpo, LoyaltyLion, etc.)
Strong on conversion optimization: built upsell funnels, tested bundling, optimized checkout flows
Data‑driven: comfortable with CAC, LTV, cohort analysis, TripleWhale, Shopify Analytics
Experience managing agencies and getting results from external partners
Bias toward action: test fast, kill what doesn’t work, scale what does
Bonus:
Worked at jewelry, fashion, beauty, or lifestyle DTC brands
Experience with mobile app marketing and app‑exclusive promotions
Background with culturally meaningful or faith‑based brands
What This Role Is Not:
Not focused on paid media (we have an ad buyer for that)
Not SEO or content marketing
Not managing a large internal team (you’ll work with agencies and our Marketing Ops Coordinator)
#J-18808-Ljbffr