Senior Growth Retention Manager

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About Trafilea

At Trafilea, retention is not just about keeping customers—it's about maximizing their lifetime value through exceptional, data-driven experiences. We believe that customer relationships don’t end at the first purchase—they begin there. Our mission is to craft a seamless, high-impact returning customer journey that deepens engagement, increases purchase frequency, and enhances loyalty. By leveraging AI-driven personalization, predictive analytics, and multi-channel communication, we ensure that our customers feel understood, valued, and excited to return.

Why Trafilea

We’re a tech-led eCommerce group scaling our own globally loved DTC brands, while helping ambitious talent grow just as fast.

• We build and scale our own brands.
• We invest in AI and automation like few others in eCom.
• We test fast, grow fast, and help you do the same.
• Be part of a dynamic, diverse, and talented global team.
• 100% Remote, USD competitive salary, paid time off, and more.

Job Responsibilities

We’re looking for a data driven and innovative Growth Retention Sr Manager to design and lead a high-impact, end-to-end customer retention strategy that transforms one-time buyers into loyal, long-term customers. This role is responsible for shaping and optimizing the returning customer journey, identifying key moments to drive engagement, and unlocking growth opportunities across all retention touchpoints.

Through the strategic use of our owned channels—Email, SMS, Push Notifications—and the continuous evolution of our Loyalty Program, you will be the key owner of revenue growth and profitability across Shapermint and Truekind’s direct channels and for our 12M growing customer database.

1. Lead all direct communication channels for the Apparel business across Shapermint and Truekind, including Email, SMS, Push Notifications, and WhatsApp, covering the U.S. and international markets (10+ countries).
2. Design and own a multi-channel retention strategy that reaches customers on their preferred channels, minimizing overlap, fatigue, and unsubscribe rates while maximizing engagement and lifetime value.
3. Fully own the Apparel Communication Calendar, ensuring flawless execution, forward planning, clear briefings, and tight alignment with Design and Copy teams.
4. Own and optimize the full customer lifecycle journey across all touchpoints, including transactional, welcome, post-purchase, post-delivery, winback, and sunset flows.
5. Lead and scale multidisciplinary teams, including channel strategists, growth marketers, and (ideally) data analysts, fostering strong execution, accountability, and performance ownership.
6. Partner cross-functionally with squads and channel owners to improve retention, subscription adoption, analytics maturity, and organic channel contribution.
7. Continuously research buyer behavior, competitors, and market trends to identify opportunities, strengthen funnel strategies, and drive competitive advantage.
8. Define and execute quarterly OKRs, KPIs, initiatives, and roadmaps for returning Apparel customers, balancing long-term strategy with strong day-to-day execution and visibility.
9. Own and deeply understand cohort and retention metrics including Activation Rate, RPU, Churn, LTV, Survival Rate, Repurchase Rate, AOV, Trial Conversion, and Subscription Penetration.
10. Lead weekly reporting and executive communication, presenting retention KPIs, key insights, blockers, 80/20 opportunities, competitive benchmarking from top direct competitors, and actionable recommendations to senior leadership.

Requirements

• Proven retention leadership with 7+ years designing and executing high-impact retention strategies in digital-first environments. Experience in Apparel eCommerce or Digital Retail is highly valuable.
• Strong people leadership with 5+ years managing cross-functional teams (creatives, marketers, analysts, engineers), driving alignment, accountability, and consistent delivery.
• Exceptional communication and collaboration skills, able to connect teams, clarify priorities, influence stakeholders, and keep execution focused on outcomes.
• Highly analytical and data-driven mindset, with deep experience using customer data to identify patterns, diagnose problems, and unlock retention and LTV growth.
• End-to-end CRM and lifecycle expertise, with a solid understanding of engagement platforms, customer journeys, and what truly moves retention and loyalty metrics.
• Strong execution and project ownership, capable of managing multiple priorities, leading under pressure, and delivering high-quality results in fast-paced environments.
• Strategic yet detail-oriented, able to navigate complex business and technical challenges while keeping the big picture and growth goals in focus.
• Curious, ambitious, and test-driven mindset, with genuine interest in continuous learning, experimentation, and leveraging AI or emerging technologies.
• Proven people development track record, able to coach, challenge, and scale leaders while creating a culture of ownership and performance.
• Advanced English proficiency (mandatory).