Retention Marketing Manager - Knix, Toronto

Role Overview

Knix is an award-winning intimate apparel and activewear brand that is revolutionising the industry by re-inventing intimates for real life. Launched in 2013, Knix has grown to be one of North America's fastest-growing intimate apparel brands, reaching over 3 million customers through its online stores, retail locations, and various channels like wholesale and Amazon. The company is globally recognised for its innovative products and best-in-class customer experience across its brands: Knix, Kt by Knix, and Mntd.

As the Retention Marketing Manager for Kt by Knix, you will be the go-to expert for all things related to customer retention. While a significant portion of your focus will be on owned channels, particularly email and SMS, you will understand how all marketing channels contribute to overall performance. You will be accountable for retention performance across these channels, collaborating closely with growth, affiliates, and brand teams for execution. This role is crucial for driving repeat business and enhancing the customer lifecycle for Kt by Knix.

Who We're Looking For

We are seeking an individual with proven experience in a high-growth startup environment, someone who is proactive, vocal, and not afraid to lead. You understand how to interpret and move key performance indicators for repeat customers, including repeat rate, LTV, engagement metrics, and ROAS, and can anticipate how basket mix impacts future repeat purchases.

• You’re Curious, always seeking new opportunities and staying abreast of trends in repeat customer engagement and e-commerce.
• Organized and detail oriented, ensuring precision in all aspects of your work.
• You can read and interpret data, digesting campaign performance to make actionable recommendations.
• A Creative problem solver, approaching challenges with innovative solutions.
• A Vocal participant in team meetings, with a strong point of view and the ability to communicate channel impacts effectively.
• An active listener, paying attention to all team members' input to understand how everything works together.
• You listen to the customer, picking up on cues in campaigns to understand their needs, why they return (or don't), and what content resonates with them from Kt by Knix.

Responsibilities

• Serve as the tactical owner for all Email and SMS lifecycle campaigns, managing briefing, asset coordination, quality assurance, scheduling, testing, and reporting.
• Ensure high-quality, error-free implementation, testing, and QA of email and SMS campaigns.
• Frequently conduct A/B tests and analyse results to continuously improve customer retention, conversion rates, and Lifetime Value (LTV).
• Manage the creative briefing process, working closely with the Creative team to plan all email and SMS campaigns with the customer at the centre of all communications.
• Analyse campaign data to identify areas for improvement within Kt’s permission-based campaigns and lifecycle flows.
• Report on the health of programs weekly, monthly, quarterly, and annually, including engagement, conversion, and subscriber statistics.
• Partner closely with Customer Experience, IMC (Brand Team), Creative, Product, and Digital Merchandising teams to ensure campaigns are clear, inventory is available, and the Customer Experience team is prepared for subscriber inquiries.
• Work closely with the General Manager of Kt by Knix to successfully deliver against the retention roadmap and company-level OKRs.
• Handle the strategy and execution of direct mail marketing campaigns.
• Understand the customer lifecycle and identify opportunities for personalised communication strategies.
• Collaborate with the main Knix retention team to apply learnings and best practices to Kt by Knix initiatives.
• Partner closely with Growth team members and the data team to understand new customer acquisition and its future impact on repeat business, including paid social remarketing performance and creative strategy.
• Manage the Kt by Knix referral program to drive new customer acquisition and improve the retention of existing customers.
• Understand the overall repeat business for Kt, assessing performance across all channels to identify areas for improvement and increased focus.
• Work closely with the Director to learn about monthly targets, budgets, and their allocation across all channels.
• As Kt by Knix scales, be prepared for the focus of retention marketing to adjust, with other opportunities to contribute potentially arising.

Qualifications & Technical Skills

To excel in this role, you will bring a strong performance marketing mindset, familiar with paid, owned, and organic channel performance, and capable of discussing each. Your technical proficiency is key to managing our diverse marketing technology stack.

• 4-6 years experience in email, lifecycle, or retention marketing, preferably within an e-commerce environment.
• Experience with Attentive, Klaviyo, FriendBuy, Figma, and Shopify.
• Comfortable using Figma to manipulate existing assets for campaigns.
• At least 2 years of experience using Klaviyo in an e-commerce role, capable of setting up campaigns, templates, journeys, and managing integrations.
• At least 2 years of experience using Attentive in an e-commerce role, capable of setting up campaigns, templates, journeys, and managing integrations.

What's On Offer

Knix believes in transparency, especially regarding compensation. This role offers an annual salary starting at $97,000, with increased rates reflecting proficiency and deep institutional knowledge over time. Beyond your regular pay, Knix provides a comprehensive compensation and care package designed to support your whole life.

• 100% employer-paid premiums for extended health and dental plans from your first day (for permanent full-time employees).
• Access to mental health support through Employee Assistance Programs via Dialogue, offering virtual coaching, therapy, and counselling.
• A Paid Parental Leave plan that tops up salary to 80% for eligible permanent, full-time employees.
• An RRSP matching program for permanent full-time team members, investing in your future.
• A 50% discount on Knix products, encouraging you to love what you sell.

Knix fosters an inclusive and equitable work environment, celebrating diversity and individual identities. The company is committed to providing reasonable accommodations and ensures an inclusive interview experience for every candidate. Join a team passionate about its mission, where employees feel respected and supported, contributing to a culture that values curiosity, ambition, and innovation.