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

Solid 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

Strong 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

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