Marketing Manager (Retention)

Location: Downtown Los Angeles (In-Office)

Kinn Studio is looking for a hands-on, data-driven Marketing Manager (Retention & Lifecycle) to own and scale our email, SMS, print mailer, and catalog programs. You’ll lead the full customer lifecycle: driving loyalty, repeat purchase, and emotional connection through storytelling, personalization, and elevated brand experience.

This role requires someone who can build retention through creative strategy and experience, not on promotion. Crafting desire through luxury-driven moments, clienteling, content, and brand world-building.

This is a doer role for someone who wants to build not just direct work.

What You’ll Own

Email, SMS, Mailers & Catalog

• Lead end-to-end lifecycle marketing across email, SMS, and printed mailers/catalogs, strategy, builds, segmentation, and testing.
• Manage and optimize all flows: welcome, post-purchase, winback, VIP, gifting, engagement rings, abandonment, and more.
• Create an annual campaign and catalog/mailer cadence aligned with storytelling, launches, and customer needs.

Retention Strategy Without Discounts

• Develop value-driven retention programs rooted in luxury, personalization, content, and experience.
• Build repeat purchase behavior through education, VIP clienteling, surprise-and-delight, and editorial storytelling.

Segmentation & Personalization

• Develop behavior/value segments (VIP, first-time, high-intent, Private Suite, Founder’s Club).
• Personalize journeys across channels from digital to physical moving customers toward VIP status.

VIP & Post-Purchase

• Scale Kinn’s high-touch VIP and loyalty ecosystem.
• Partner with CX and Retail to integrate digital + IRL clienteling.
• Own review generation and post-purchase surveying.

Analytics & Insights

• Report on email/SMS performance weekly and monthly (CTR, CVR, AOV, LTV, and deliverability).
• Analyze cohort trends and retention leaks, turning insights into action.

Cross-Functional Collaboration

• Partner with Brand on luxury voice, visuals, and storytelling across email/SMS/catalog.
• Work with E-Com on onsite retention moments.
• Align with Paid Media on messaging and the post-click experience.
• Support CX/Store teams in post-purchase experience and VIP clienteling.

Execution Leadership

• Oversee email/SMS agency + freelancers; maintain quality and performance standards.
• Stay hands-on while guiding external partners.

You Might Be a Fit If You:

• Have 3–6 years in lifecycle, CRM, or retention (ideally DTC/luxury/beauty/fashion).
• Are fluent in Klaviyo and A/B testing.
• Think customer-first and love building emotional, luxury-driven journeys.
• Know retention metrics deeply and turn insights into creative actions.
• Move fast, stay proactive, and thrive in a founder-led environment.