Sr. Manager, Retention & CRM

At Huckberry, we’re on a mission to inspire and equip adventurers near and far, and along the way, build the most loved men's retailer on the planet. To help us get there, we’re looking for a Sr. Manager, Retention & CRM to own our retention strategy and keep our community inspired for years to come.

For 15 years, our unique blend of storytelling and curated gear has built a fiercely loyal following. Our owned channels are already a major competitive advantage, but we need a curious, data-driven leader to get under the hood and adapt our retention operating model for our next massive phase of growth.

Your North Star is active customer growth. You’ll use cohort insights to turn first-time buyers into lifelong customers and reactivate lapsed shoppers, partnering across teams to connect the dots between email, SMS, print catalogs, and digital ads. If you’re hands-on in an ESP, love digging into data, and already shop Huckberry for your own weekend adventures, we want to hear from you.

This role is based out of our headquarters in Austin, TX; relocation will be provided. We're open to remote arrangements for the right candidate.

Responsibilities

• Build programs across all channels that accelerate the first-to-second purchase — the moments, offers, and touchpoints that turn a buyer into a regular
• Email & SMS channel performance — campaigns and triggered flows alike
• Optimize flows, Eg. Welcome Series, Post-Purchase, Browse & Cart Abandonment, Product/Brand/Category Affinity, and Winback

• Stand up always-on winback and reactivation for lapsed customers
• Drive the catalog program — circulation strategy, audience selection, and measurement in partnership with our data team
• Partner with acquisition marketing on email/SMS capture, welcome offers, and the end-to-end new-customer experience
• Report regularly on active customer health and owned-channel performance, and use what you learn to sharpen the roadmap

Primary Objectives & KPI’s:

• Growing Retained Customers
• Improving Repeat Rate by Monthly Cohorts
• Improving Reactivated & Rate
• Reducing Churn & Rate
• Increasing Rev/Active Customer

Requirements

• 5–8 years in lifecycle, retention, or CRM marketing at an online retail or ecommerce brand
• Hands-on mastery of a modern ESP and SMS platform (Klaviyo, Attentive, or enterprise equivalents) — flows, segmentation, dynamic content, deployment, and reporting
• Strong command of customer lifetime value, cohort analysis, and lifecycle management — you can dive deep into the data, analyze the heck out of it, and step back with an actionable insight
• Growth mindset with a strong curiosity for how AI can supercharge business insights and operations
• A fantastic collaborator who can sit comfortably with brand, performance marketing, and data teams — and who thrives working independently
• Organized, practical, and open-minded, with a genuine interest in men's style, gear, and adventure

• Medical, Dental, Vision benefits
• 401(k) and employer match
• Annual Huckberry shopping credits
• Paid Sabbatical leave at 4 years
• Summer Fridays
• Weekly catered lunch
• Monthly happy hours
• Mental health resources
• Paid Parental Leave
• Paid Vacation & Paid Sick Leave
• Volunteer Time Off
• Generous employee discount
• Annual offsites

Company Description

Huckberry is the ultimate one-stop men's shop for discovering the best gear and threads. Over a million guys trust us as their go-to resource for their closet, adventure inspiration, and a whole lot more. We were named one of IAB's most disruptive consumer brands, and we've collaborated with everyone from Matthew McConaughey and Leon Bridges to brands like Lululemon, Tacoma, and Coors. We look forward to meeting you.

Want to get to know us better? Check out our:

• Journal: http://huckberry.com/blog
• Youtube: https://www.youtube.com/@Huckberryco
• Instagram: http://instagram.com/huckberry

Huckberry encourages candidates of all different backgrounds and identities to apply. We are always eager to further diversify our company, and we are committed to providing an inclusive environment of mutual respect where all can flourish. All of our employment decisions are based solely on merit and business need.