Retention Marketing Manager (KT by Knix)

Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix, Kt by Knix, and Mntd. Come join us if you are looking for a purpose-driven and authentic career!

You are the go-to for all things retention for Kt by Knix. While a large portion of your focus will be on owned channels (email and SMS), you understand how all channels contribute to performance. You will be accountable to performance across all channels, but will partner with growth, affiliates, and brand for execution.

You understand how to interpret and move the main KPIs for repeat customers, repeat rate, LTV, engagement level metrics and ROAS. You can understand how basket mix will impact your repeat customers in the future.

You're someone who has experience working in a high growth startup, you aren't afraid to speak up and lead.

About You:

• You’re Curious, you want to try new things, you keep your finger on the pulse of trends in repeat customer space and ecomm, you're looking for new opportunities to build on the foundation we've laid out
• Organized and detail oriented
• You can read and interpret data, you can digest campaign performance and make recommendations to your manager on next steps
• Creative problem solver
• Vocal participant in team meetings, you have a strong point of view and can communicate how your channels will be impacted.
• An active listener, you pay attention to what all team members are saying, even if it doesn’t impact your channels. You’re thinking about how everything works together.
• You listen to the customer, you pick up on their silent cues in the campaigns you work on, you understand why they are and aren’t coming back, what they care about and what they need to see more of from us at Kt by Knix

The Opportunity:

• Being the tactical owner of all Email and SMS lifecycle campaigns including briefing, coordinating assets, quality assurance, scheduling, testing, and reporting.
• Ensure high quality and error free implementation, testing and QA of email and SMS campaigns
• Frequently conduct A/B tests and analyze results to improve retention, conversion rate, and LTV
• Manage creative briefing process and work closely with the members of Creative team to plan out all email and SMS campaigns keeping the customer at the center of all communications and content
• Analyze campaign data and identify areas of improvement in Kt’s permission-based campaigns and lifecycle flows.
• Report the health of the programs on a weekly, monthly, quarterly and annual cadence. Analysis will include engagement, conversion and subscriber stats
• Partner closely with Customer Experience, IMC (Brand Team), Creative, Product and Digital Merchandising teams to ensure campaigns are clear, inventory for products being promoted is available and prepare the Customer Experience team for email replies from subscribers.
• Work closely with the General Manager of Kt by Knix to successfully deliver against the retention roadmap and company level OKRs.
• Handling the strategy and execution of direct mail marketing campaigns
• Understanding customer lifecycle and identifying opportunities for personalized communication.
• Partner with Knix retention team to take learnings from them that can be applied to Kt by Knix
• Partnering closely with Growth team members and data team to understand the new customer we are bringing in, how with that impact repeat in the future. Understand how the growth team is approaching paid social for remarketing, what is performance like, how can it be improved, how to we change our creative strategy.
• Manage the Kt by Knix referral program, driving new customer acquisition and improving retention of existing customers participating in the program
• Understanding the overall repeat business for KT, how are all channels performing, where can we put more pressure, where do we need to push for improvements. Working closely with the director , you'll learn how we approach monthly targets and budgets and how that budget is used across all channels.
• As Kt by Knix continues to scale, the focus of retention marketing may adjust and other opportunities to contribute may come up as a result.

Qualifications:

Experience:

• 4-6 years experience in email/lifecycle/retention, preferably in ecomm
• Strong performance marketing mindset, you are familiar with paid, owned and organic channel performance and can speak to each of them.

Technical Skills:

• Experience with Attentive, Klaviyo, FriendBuy, Figma and Shopify
• You're comfortable using Figma to manipulate existing assets
• You have used Klaviyo in an ecommerce related role for at least 2 years, you can set up campaigns, templates, journeys, manage integrations, etc
• You have used Attentive in an ecommerce related role for at least 2 years, you can set up campaigns, templates, journeys, manage integrations, etc

Salary

• Annual salary starting at $97,000

Compensation & Care

Transparency is at the heart of everything we do, including how we pay. The posted expected hourly rate for this role represents candidates developing new skills within the position. Increased rates represent those who are more proficient or have achieved mastery and deep institutional knowledge over time.

Rewards are not just about your regular pay and monthly bonuses. We believe rewards should support your whole life, not just your shift. That’s why for permanent full-time employees, we cover 100% of the premiums for extended health and dental plans from your first day. You’ll also gain access to mental health support through our Employee Assistance Programs through our partners at Dialogue who provide virtual coaching, therapy, and counseling.

When your family grows, we’re there for you. Our Paid Parental Leave plan tops up salary to 80% for eligible permanent, full-time employees. We also invest in your future with a RRSP matching program for permanent full-time team members. Plus, you’ll enjoy a 50% discount on Knix products because we want you to love what you sell.

AI Disclosure Statement

We want to share that we may use artificial intelligence (AI) tools to help us screen and assess applications. While technology helps us stay organized, every hiring decision at Knix is made by real people who care about finding the best addition to our team. We use these tools to support our process, not to replace the human connection that makes our culture special.

How we Hire

Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.