Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
About the role
- CRM & Loyalty Specialist developing CRM strategies for customer retention in a fashion e-commerce company. Collaborating on diverse marketing channels to enhance customer engagement and loyalty.
Responsibilities
- Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
- Manage end-to-end customer lifecycle campaigns, from onboarding to re-engagement.
- Partner with performance marketing and e-commerce teams to ensure consistent messaging across all touchpoints.
- Build automated and campaign sends in Klaviyo and Attentive, optimizing for engagement, conversion, and deliverability.
- Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
- Manage push notifications and in-app engagement through Tapcart to drive mobile conversions.
- Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
- Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
- Analyze performance and customer feedback to evolve the program for higher participation and ROI.
- Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
- Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).
Requirements
- 3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment.
- Experience in fashion or beauty is required
- Hands-on experience with Shopify, Klaviyo, Attentive, Tapcart, and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo).
- Strong understanding of customer segmentation, automation, and data-driven marketing.
- Excellent project management and cross-functional collaboration skills.
- Passion for fashion, lifestyle, or consumer brands with a strong brand voice.
- Experience with A/B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam).
- Background in app engagement or push notification strategy.
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