Own the DTC customer lifecycle and retention strategy from first purchase through repeat purchase, loyalty and reactivation
Develop and manage the CRM calendar across Email, SMS and Push
Identify opportunities to improve retention, purchase frequency, second-purchase conversion and LTV
Develop sophisticated lifecycle journeys including welcome, post-purchase, replenishment, cross-sell, win-back and churn prevention
Build targeted customer segments using LTV, purchase behavior, engagement, product affinity and lifecycle stage
Own a structured test-and-learn roadmap across creative, messaging, audiences, personalization, cadence and send times
Turn test results and customer insights into actionable recommendations and future strategy
Own CRM reporting and performance analysis across campaigns, flows and customer cohorts
Leverage Klaviyo, Shopify, GA4 and RetentionX to identify opportunities and measure business impact
Track and optimize retention, repeat purchase, returning customer revenue, LTV and CRM revenue
Explore AI and predictive tools to improve segmentation, personalization and marketing efficiency
Develop and execute targeted B2B CRM campaigns and flows
Partner with the PRO Marketing team to support professional client engagement, retention and reactivation
Apply relevant DTC CRM best practices to the B2B/PRO customer journey
Serve as the CRM subject matter expert and key business owner for Klaviyo
Partner with Ecommerce, Marketing, Creative, PRO and Analytics teams to deliver a cohesive customer experience
Ensure effective use of Shopify, Klaviyo, GA4, RetentionX and other CRM technologies
Stay ahead of emerging CRM, personalization and AI capabilities
Requirements 5-7 years of CRM, retention or lifecycle marketing experience,



ideally in DTC/ecommerce, beauty or premium consumer goods
Proven experience owning CRM strategy while remaining highly hands‑on with executions
Expert‑level Klaviyo and Shopify experience
Strong knowledge of GA4 and RetentionX or similar LTV platforms
Strong understanding of segmentation, personalization, customer lifecycle strategy and retention analytics
Demonstrated success improving retention, repeat purchase, LTV or returning customer revenue
Experience developing and managing A/B testing and optimization programs
Strong analytical, project management and cross‑functional collaboration skills
B2B CRM experience is an asset
Experience with WhatsApp or emerging CRM channels is an asset
Comfortable leveraging AI tools for analysis, personalization, content and workflow automation
Core Competencies Demonstrates expertise in CRM strategy and execution, focusing on customer lifecycle management, retention analytics, and targeted campaign development. Proficient in leveraging tools like Klaviyo, Shopify, and GA4 to optimize customer engagement and drive revenue growth.
Highest-signal resume keywords CRM Strategy Ownership
Expert‑Level Klaviyo Experience
Robust Knowledge of GA4
Retention Analytics
B2B CRM Experience
ATS Optimization Keywords Hard Skills CRM Marketing
Lifecycle Marketing
Segmentation
Personalization
A/B Testing
Retention Strategy
Customer Insights Analysis
Campaign Management
Data Analysis
Customer Behavior Analysis
Soft Skills Project Management
Cross-Functional Collaboration
Analytical Skills
Industry Keywords DTC
Ecommerce
Customer Retention
LTV
Consumer Goods
Tools & Technologies Klaviyo
Shopify
GA4
RetentionX
AI Tools

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📌 Senior Manager, CRM (Ontario)
🏢 Jobtailor
📍 Ontario