Lilo Social

About Lilo Social Lilo Social is a full-funnel eCommerce growth agency specializing in acquisition and retention for direct-to-consumer brands. With a team of over 65 professionals, we deliver best-in-class paid media, email marketing, and creative services to help brands scale profitably. We work across the entire customer lifecycle—from content creation and paid advertising to conversion rate optimization and retention marketing. Our partnership-first approach has earned us a 90% client retention rate and recognition as an Inc. 5000 honoree for three consecutive years (2023, 2024, 2025). We are proud to be a Klaviyo Master Elite Agency, a distinction held by only 0.2% of Klaviyo's 6,500+ partners. To date, we have driven billions of dollars in attributed revenue for our partners. The Role As a Senior Retention Strategist, you will architect and execute comprehensive retention strategies that maximize customer lifetime value across the entire post-purchase journey. You will own the strategic vision for retention programs spanning email, SMS, subscription optimization, loyalty initiatives, and customer success—transforming one-time buyers into high-value, loyal customers. This role combines strategic thinking with hands-on execution to drive measurable revenue growth and retention for our DTC ecommerce partners. What Success Looks Like Consistent month-over-month increases in customer LTV and retention revenue across your client portfolio Measurable reduction in churn rates and improvement in repeat purchase frequency through strategic lifecycle programs Data-driven segmentation strategies that deliver personalized customer experiences and drive engagement across all touchpoints Strong cross-functional collaboration that aligns retention initiatives with acquisition and creative strategies to optimize the full customer journey Responsibilities Develop and execute comprehensive lifecycle retention strategies encompassing email, SMS, subscription programs, loyalty initiatives, and customer success touch points Design and architect advanced segmentation frameworks and customer journey maps that deliver personalized experiences across the entire post-purchase lifecycle Build and optimize subscription retention programs including churn reduction strategies, failed payment recovery, dunning management, and upgrade/downgrade flows Lead strategic A/B testing roadmaps across all retention channels to continuously improve performance and identify scalable opportunities Analyze customer cohorts, purchase patterns, and behavioral data to identify at-risk segments and develop targeted retention initiatives Create advanced automation flows in Klaviyo including welcome series, abandoned cart recovery, post-purchase sequences, win-back campaigns, and VIP customer nurture Collaborate with creative and design teams to develop high-converting retention creative assets and messaging frameworks that drive action Monitor and report on retention KPIs including LTV, repeat purchase rate, churn rate, revenue per recipient, engagement metrics, and cohort analysis Present strategic insights and performance results to client leadership teams with actionable recommendations for growth Partner cross-functionally with paid media, CRO, and creative teams to ensure cohesive customer experiences from acquisition through retention Mentor and develop retention team members, sharing best practices and elevating the team's strategic capabilities Stay current on retention marketing trends, platform updates, subscription commerce best practices, and emerging technologies in the lifecycle marketing space Requirements Compensation and Benefits 401(k) Retirement Plan : Fully customizable 401(k) with up to 4% company match Comprehensive Health Coverage : Fully-covered medical, dental, and vision insurance Time Off : Competitive PTO policy and paid holidays to maintain work-life balance Wellness Benefits : Complimentary Headspace subscription and fitness stipend Fully Remote : Work from anywhere with flexible hours and a distributed team culture Technology Supplied : Equipped with the latest laptop and necessary tools for success Professional Development : Opportunities for growth, training, and expanded responsibilities Compensation: Competitive salary commensurate with experience.

• Serve as the primary strategic partner and day-to-day contact for an assigned portfolio of ecommerce clients, maintaining trusted advisor relationships • Lead weekly client strategy sessions, presenting performance insights, growth opportunities, and strategic recommendations with clarity and confidence • Develop and maintain comprehensive growth strategies that span the entire customer lifecycle, from acquisition through retention • Monitor daily account performance and pacing against revenue targets, proactively identifying areas requiring adjustment or optimization • Lead and mentor a pod of specialized marketers (media buyers, retention specialists, creative strategists), setting clear objectives and fostering professional growth • Conduct deep-dive analyses of client businesses to identify growth constraints, competitive advantages, and expansion opportunities • Collaborate with your pod to establish weekly priorities and strategic initiatives aligned with quarterly and annual growth targets • Translate complex marketing performance into clear, actionable insights that inform client decision-making and resource allocation • Manage project timelines and deliverables across multiple workstreams, ensuring consistent execution and follow-through • Anticipate client needs and proactively develop solutions before issues escalate, maintaining a calm and solution-oriented approach • Partner with internal teams across departments to leverage agency expertise and resources for client benefit • Track and report on key performance indicators including ROAS, CAC, LTV, revenue attribution, and efficiency metrics across paid media, email, and SMS channels

• Lead research and insights by mining customer reviews, competitor ads libraries, audience pain points, and product differentiators to identify winning angles and positioning strategies • Own creative testing strategy by building and managing structured testing roadmaps with clear hypotheses, variables to test, iteration plans, and learning agendas • Create world-class creative briefs that transform insights into crisp, actionable direction for designers and video editors including hooks, messaging frameworks, visual concepts, format specifications, and success criteria • Direct performance storytelling by mapping the customer journey from awareness through consideration to purchase and translating it into compelling paid social concepts • Build UGC and production guidance including shot lists, video scripts, creator direction, and content planning that supports performance-oriented execution • Manage creator relationships by sourcing, coordinating, and guiding content creators to produce on-brief, performance-oriented content that aligns with testing objectives • Write high-performing ad copy including primary text, headlines, hooks, and on-screen text that aligns with strategic goals and testing frameworks • Collaborate on conversion rate optimization by partnering with teams on landing page improvements and conversion-focused messaging updates • Track and communicate performance by monitoring key performance indicators by concept and angle, synthesizing learnings, and reporting insights to internal teams and clients • Develop inspiration and competitor boards to inform creative direction and identify market trends and opportunities • Lead copy across paid ads for in-ad copy and headline variations that drive engagement and conversions

• Manage project timelines and deliverables across multiple client accounts simultaneously • Coordinate between creative, media buying, retention, and account teams to allocate resources effectively • Organize weekly client meeting agendas, take detailed notes, and create actionable task lists from meeting outcomes • Create and assign Asana tasks for internal teams based on client requests and monthly retainer deliverables • Track creative production pipelines and monitor asset status from brief through completion • Build and maintain SOPs for internal processes, organized in Notion • Set up and manage client project management tools including Google Drive, Asana, Slack, and creative proofing platforms • Lead internal team standups and coordinate cross-functional project kickoffs • Handle client onboarding processes and schedule kick-off calls with appropriate stakeholders • Identify workflow bottlenecks and proactively implement process improvements • Maintain comprehensive documentation of scope of work for each client account • Keep all project stakeholders aligned and informed to ensure client retention and satisfaction