Head of Retention - Tempe - Nominal

    Nominal
    Nominal Tempe

    12 hours ago

    $90,000 - $170,000 (USD) per year * Retail
    Description
    Head of RetentionNominal – Arabic-Inspired Jewelry & Cultural Brand

    About Nominal:

    Nominal is a DTC jewelry brand rooted in Arabic heritage and Islamic faith, serving a predominantly Muslim, female audience. We're aiming for revenue growth via improving customer lifetime value and building a best-in-class retention engine. We're a lean, high-performing team that punches above our weight.

    Reports to: CMO

    Location: Phoenix, AZ preferred (remote available for exceptional candidates)

    Job Summary:

    As Head of Retention at Nominal, you'll own everything that keeps customers coming back: email/SMS strategy, loyalty programs, post-purchase journeys, conversion optimization, and creative promotions. You'll manage our email/SMS agency, work with our CRO agency, and use data to turn one-time buyers into repeat customers. This role is for someone who's driven repeat purchase rate and LTV improvements at a $10M–$50M DTC brand and knows the playbook like they made it.

    Key Responsibilities:

    Retention & Lifecycle Marketing

    • Drive 15%+ improvement in repeat purchase rate through loyalty optimization, segmentation, and targeted campaigns
    • Revitalize our loyalty program and turn it into a measurable revenue driver
    • Build post-purchase flows, VIP nurture campaigns, and win-back sequences that increase LTV

    Email/SMS Strategy

    • Own strategic direction of our email/SMS program (managed by agency); grow revenue and drive intentional promotions into those channels
    • Grow email list through lead capture optimization and creative list-building tactics
    • Optimize flows (welcome, cart abandon, post-purchase, win-back) and create exclusive promotions for subscribers

    Creative Promotions & Offers

    • Design flash sales and exclusive offers: SMS-only deals, app-early access, discount tiers, VIP perks
    • Build promotional calendar with CMO for product launches and cultural campaigns
    • Test gamification, spend thresholds, and urgency tactics that drive conversions without cheapening the brand

    Conversion & AOV Optimization

    • Partner with CRO agency to improve site conversion (currently ~2%) through testing and optimization
    • Increase AOV by 10–15% via bundling, upsells, cross-sells, and checkout flow improvements
    • Optimize merchandising: move slow sellers to clearance, improve product presentation, reduce friction

    Customer Insights & Analytics

    • Use data to understand what drives repeat purchases and what causes churn
    • Build dashboards tracking CAC, LTV, repeat rate, cohort performance, email/SMS revenue
    • Conduct customer research (surveys, reviews, interviews) to inform retention strategy

    Agency Management

    • Manage email/SMS agency (BAD Marketing), CRO agency (WeConvert), and upsell platform (OneclickUpsell)
    • Set strategy, review performance, hold partners accountable

    Key Qualifications:

    Required:

    • 5–7+ years in DTC e-commerce, focused on retention, email/SMS, and lifecycle marketing at Shopify brands doing $10M–$50M+ revenue
    • Proven track record improving repeat purchase rate and driving significant email/SMS revenue growth
    • Expert with Klaviyo, Attentive, Postscript, or similar email/SMS platforms
    • Experience optimizing loyalty programs , Yotpo, LoyaltyLion, etc.)
    • Strong on conversion optimization: built upsell funnels, tested bundling, optimized checkout flows
    • Data-driven: comfortable with CAC, LTV, cohort analysis, TripleWhale, Shopify Analytics
    • Experience managing agencies and getting results from external partners
    • Bias toward action: test fast, kill what doesn't work, scale what does

    Bonus:

    • Worked at jewelry, fashion, beauty, or lifestyle DTC brands
    • Experience with mobile app marketing and app-exclusive promotions
    • Background with culturally meaningful or faith-based brands

    What This Role Is Not:

    • Not focused on paid media (we have an ad buyer for that)
    • Not SEO or content marketing
    • Not managing a large internal team (you'll work with agencies and our Marketing Ops Coordinator)

    If you're deeply interested in this role, please e-mail with an intro and your resume. Subject Line "Head of Retention Application".

    * This salary range is an estimation made by beBee
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