Director of Retention

Jenni Kayne is a California-based lifestyle brand that aims to empower an elevated approach to everyday living. Whether it’s our edited style ethos or coveted interiors sensibility, we work hard to create a world that's inviting and intentional. From our stores across the country to our operations and corporate teams, we believe in the power of a workplace that’s built on diversity and inclusion—where the varied voices and viewpoints of our community pave the way.

Role and Responsibilities:

As the Jenni Kayne Director of Retention, your primary responsibilities include the following:

• Define and lead the Retention/Lifecycle strategy for the brand, in partnership with key business stakeholders.
  dentify and implement high-impact initiatives to improve customer experience and increase key retention metrics including but not limited to: retention rate, purchase frequency, cohort performance, email performance, site performance, and A/B testing across channels.
• Architect and deploy a strategy around automation campaigns, based on product purchase insights, customer behavior and product innovation calendar
• Establish key metrics for retention success, develop dashboards with the analytics team, monitor and report regularly to leadership & key stakeholders across the organization.
• Establish retention goals and strategy for Jenni Kayne Apparel, Home, and Beauty categories, treating the three as unique entities while applying best practices to all brands.
  Play a key role in improving an evolving tech stack to carry out and report on all lifecycle marketing initiatives. Drive launches of new lifecycle touch points such as triggered forms, direct mail, and email/SMS automations
  Work with Retention Marketing Managers to oversee the development, QA and launches of campaigns and automated workflows. This includes mapping out all customer touch points and optimizing/ testing as they accrue data
• Lead development and optimization of subscription and loyalty programs, including but not limited to: Home Membership Program, Jenni Kayne Rewards, Oak Essentials Subscriptions, VIP Program
  Report retention findings and future development to President and VP of Growth
• Design testing strategies to continually optimize and improve existing communications and automated workflows (copy, timing, email design, triggers, etc.)
• Understand the Jenni Kayne brand as a whole; Protect brand DNA and authenticity while optimizing as much as possible
• Brainstorm and communicate new ideas to increase customer engagement and experience. Stay abreast of new lifecycle marketing trends and vet their pertinence to our brand; Suggest ideas for new platforms, strategies, and ways to streamline our lifecycle strategy
• Work closely with wider marketing team to ensure Retention goals and best practices are reflected in marketing calendar and across product launches and brand initiatives

Qualifications and Requirements:

•  6+ years of experience in a role focused on customer retention or lifecycle marketing
• Experience managing a team of two or more direct reports
• In-depth experience working on an ESP and CRM tool-
• Deep knowledge of email best practices
• Affinity for brand and knowledge of Jenni Kayne a plus
• Experience working with dynamic content in emails
• Excellent communication skills and positive demeanor
• Strong analytical skills with the ability to report and analyze data as needed
• Self-starter who thrives in a fast-paced, agile/SCRUM environment

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to move and lift heavy objects (15 pounds or more) from time to time as required

Additional Notes:

This job description is not all inclusive. In addition, Kayne LLC dba Jenni Kayne reserves the right to amend this job description at any time. Kayne LLC is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. 

The annual base salary range for this position is $120,000 - $165,000. The base salary is determined by experience, education, skills, and location.