Senior Manager of Retention

Company Description

TRUEWERK, based in Denver, Colorado, is reimagining life and work in the trades by engineering the world’s most technically-advanced, high-performance workwear. Today’s trade professionals rely on workwear that keeps them safe, comfortable, and capable of working at their best. By innovating technical fabrics that provide unmatched performance in hot weather or layer together in cold and inclement weather, TRUEWERK is proud to support the men and women across the trades who build tomorrow. TRUEWERK services customers in the US and Canada on www.TRUEWERK.com and Amazon, and outfits businesses via its Enterprise Uniform Program. With a current team of about 50 hardworking employees, TRUEWERK is on a growth trajectory and is passionate about developing our people and culture to contribute to our mission. 

Job Description

At TRUEWERK, we believe retention is a leading indicator for how much our customers LOVE our brand, product, and mission; which is why we are seeking a customer-obsessed Senior Manager of Ecommerce Retention to identify insights and opportunities that enhance our end-to-end customer experience. Reporting to the Vice President of Ecommerce, you will be responsible for engaging and activating our customer base to drive increased lifetime value and retention. Your work will span various retention programs, including website front-end optimizations, marketing communications, customer experience enhancements, product availability, and operational initiatives. You’ll have the chance to build on our current foundation and evolve it to fulfill our customer promise.

This role requires the type of individual that is incredibly passionate about solving customer problems, and isn’t afraid of rolling up their sleeves to better understand why our customers love our brand! Additionally, this role demands a sharp focus on delivering a best-in-class customer experience and the ability to juggle multiple priorities to achieve business objectives. The ideal candidate is a collaborative, hard-working professional motivated by the challenge of surpassing aggressive business goals. A data-driven approach and a track record of leading and managing high-impact, cross-functional initiatives are essential. Experience in the apparel industry is a plus. You will be expected to: 

• Develop comprehensive reporting and analytics dashboards to track customer-centric KPIs that are anchored on a best-in-class customer framework.

• Provide regular updates on the health of TRUEWERK’s customer base to cross-functional partners and the company’s leadership team. These updates should be leveraged to recommend new customer segmentation opportunities and/or methodologies.

• Build a deep understanding of TRUEWERK’s brand, product, and customer community to foster meaningful connections with customers that drives retention. Balance data-driven insights with personal knowledge of the TRUEWERK brand and its growing customer base.

• Create and oversee an end-to-end customer retention roadmap, incorporating work across the following team: CRM, Ecommerce, Brand, Operations, Product/Merchandising, Paid Media, and Customer Service. Report on the results of strategic initiatives, projects, and A/B tests.

• Develop an always-on promotional framework, balancing company financial goals (e.g., revenue and margin) with customer lifetime value growth.

• Perform regular customer retention analyses to uncover actionable insights across the entire customer journey from Brand awareness through post-purchase and loyalty.

• Collaborate with ecommerce partners to co-develop and maintain a robust A/B testing roadmap. Use quantitative and qualitative insights to craft and test strong hypotheses within a best-in-class experimentation framework.

• Partner with the CRM team to optimize triggered communications, lifecycle emails, and personalization tactics, driving strategic retention outcomes.

Qualifications

• 5+ years of experience in marketing or ecommerce, preferably with a DTC brand.

• Proven success in leading strategic initiatives or projects that deliver exceptional results and significant commercial value.

• Strong communication skills, including the ability to lead meetings, make strategic recommendations, and present persuasive insights to leadership.

• Hands-on experience with marketing and ecommerce analytics, with the ability to derive and act on customer or experience insights.

• Exceptional project management skills, with a demonstrated ability to balance detail-oriented work and big-picture thinking while managing multiple competing priorities.

• Proficiency in using data and insights to develop A/B testing ideas and measure and interpret results to inform future strategies.

• Commitment to an always-on test-and-learn approach, including rapid iteration of findings.

• A collaborative team player who thrives in a fast-paced, high-energy environment.

• Preferred experience with tools such as Google Analytics, Klaviyo, Shopify, Tableau, and/or Looker.

• Experience conducting customer surveys and/or focus groups is a plus.

Additional Information

TRUEWERK is committed to providing fair and competitive compensation through a combination of base salary and performance-based bonuses. Other benefits include but are not limited to: 

• Employer-paid medical coverage
• Employer-paid dental coverage
• Optional vision coverage
• Employer-paid Life and AD&D insurance
• Employer-paid Short-Term & Long-Term Disability coverage
• Affordable coverage for dependents and domestic partners
• Additional out-of-pocket insurance options
• HSA account with employer contribution
• 401K with company match
• Monthly technology stipend
• Annual performance bonus
• Unlimited PTO policy
• 11 company holidays
• Hybrid working schedule
• Employee Assistance Program for mental health support
• Free workwear for you and discounts for friends and family!

Salary Range: 110 - 130K base + bonus

Applications for this role are expected to be accepted through: February 24, 2025

TRUEWERK is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at TRUEWERK are based on business needs, job requirements, and individual qualifications, without regard to race, color, age, religion, family or parental status, pregnancy, sex, gender identity, sexual orientation, national origin, disability, genetic information, or any other protected characteristic as outlined by federal, state, and local laws.