Manager of Retention - Salt Lake City

Job Title: · Manager of Retention · Job Level: · Mid-Level · Job Type: · Full-Time, Exempt · Job Location: · Cotopaxi HQ: Salt Lake City, Utah (Remote Work Available in MST or PST) · Job Compensation: · $85-105k plus annual bonus potential · About Cotopaxi · We make adventure tra ...

Job description

Job Title:
Manager of Retention


Job Level:
Mid-Level


Job Type:
Full-Time, Exempt


Job Location:
Cotopaxi HQ: Salt Lake City, Utah (Remote Work Available in MST or PST)

Job Compensation:
$85-105k plus annual bonus potential

About Cotopaxi

We make adventure travel gear to empower people to see the world and make it better.

As a Certified B Corporation, our Gear for GoodⓇ promise drives everything we do - from ethical and sustainable sourcing to products built to last and create lasting change.

Through the Cotopaxi Foundation, we dedicate 1% of our revenue to nonprofits that fight poverty and support communities in need.

So far, we've helped more than 4.25 million people experiencing extreme poverty - and we're just getting started.

Our team is full of passionate, curious, and mission-driven people who love adventure and believe business can be a force for good.

Whether you're working from a retail shop, our Salt Lake City HQ, your home, or your van in the woods, you'll find connection, collaboration, and a shared drive to make a difference.

Job Overview (What This Role Is About)

The manager of Retention plays a key role in turning customers into lifelong supporters of Cotopaxi - driving repeat purchase, engagement, and loyalty while advancing our mission to do good in the world.

This role sits at the intersection of strategy and execution, shaping how customers experience Cotopaxi across every stage of their journey.

Partnering closely with the Head of Retention & Paid, you'll co-own retention and lifecycle strategy with primary ownership across email and SMS, and growing influence across loyalty and emerging channels.

You'll be hands-on in building, testing, and optimizing lifecycle programs that are data-driven, customer-first, and deeply aligned with Cotopaxi's values.

As the owner of our ESP/CDP (Bloomreach), you'll collaborate across Creative, Brand, eCommerce, CX, Impact, Analytics, and Finance to deliver personalized, omni-channel experiences that fuel sustainable growth and meaningful impact.

This role is ideal for a strategic builder who's customer-obsessed, analytically minded, and excited to roll up their sleeves to create retention programs that matter to the business, to our customers, and to the world beyond the product.

Job Responsibilities (How You'll Make An Impact)

Retention & Lifecycle Strategy

Co-own Cotopaxi's customer retention and lifecycle strategy in partnership with the Head of Retention & Paid, with primary ownership across email and SMS.

Help define and track lifecycle goals, KPIs, and OKRs that drive repeat purchase, engagement, loyalty, and customer lifetime value.
Identify and execute opportunities to improve retention through segmentation, personalization, automation, and testing.
Support the development and launch of Cotopaxi's future loyalty strategy and program.

Email & SMS Program Ownership

Own the end-to-end execution of all Cotopaxi email and SMS programs, including campaigns, triggered automations, and lifecycle journeys.
Manage campaign planning, scheduling, and deployment across key launches, moments, and peak buying periods.
Continuously optimize performance through A/B testing, audience strategy, and content iteration.
Ensure best practices across deliverability, compliance, accessibility, and overall customer experience.

Platform Ownership (Bloomreach)

Own and operate Bloomreach as Cotopaxi's ESP/CDP, including audience development, journey orchestration, automation, and optimization.
Partner with internal teams and external vendors to maintain and expand platform capabilities.
Leverage customer data and behavioral insights to power personalized, omni-channel retention strategies.

Loyalty & Emerging Channels

Support the testing and expansion of emerging retention channels, including direct mail.
Play a key role in designing, testing, and operationalizing Cotopaxi's future loyalty program.
Partner cross-functionally to ensure loyalty initiatives align with brand, impact, and customer experience goals.

Analytics, Insights & Reporting

Analyze email, SMS, and lifecycle performance, translating data into actionable insights.
Own regular reporting on retention KPIs, campaign performance, and lifecycle health.
Partner with analytics and finance teams to understand and communicate the revenue and LTV impact of retention efforts.

Cross-Functional Collaboration

Collaborate closely with Creative, Brand, eCommerce, CX, Impact, and Analytics teams to bring retention programs to life.
Translate strategy into clear briefs, timelines, and execution plans.
Serve as a lifecycle marketing and retention subject-matter expert across the organization.

Operational Excellence

Maintain lifecycle marketing calendars and conduct regular audits of automated journeys.
Document processes, best practices, and learnings to support scalability and knowledge sharing.
Stay current on lifecycle marketing trends, tools, and innovations.

The Ideal Candidate (What You'll Bring to the Role):
5-7 years of experience in retention, lifecycle, or CRM marketing within an eCommerce or digital-first environment.
Deep hands-on experience managing email and SMS programs at scale.
Proven experience owning or operating an ESP/CDP (Bloomreach strongly preferred).

You operate at the intersection of marketing and technology, pairing strategic thinking with a working knowledge of Jinja, HTML, CSS, and JavaScript to bring lifecycle programs to life.

You're a modern, tech-forward operator who thoughtfully leverages AI tools to streamline workflows and elevate execution - building lifecycle journeys that are both sophisticated and seamless.

The ability to balance strategic thinking with hands-on execution in a fast-paced, highly cross-functional environment.
Strong analytical skills, with comfort translating customer and performance data into actionable insights that inform strategy and day-to-day decisions.
Excellent organizational, project management, and communication skills, with the ability to manage multiple initiatives and timelines simultaneously.
A deeply customer-obsessed mindset, with a passion for building long-term loyalty, engagement, and lifetime value.
Comfort working independently while collaborating closely with senior stakeholders and cross-functional partners.
A curious, growth-oriented approach, with enthusiasm for testing, learning, and continuously improving lifecycle programs.

Experience supporting or launching a customer loyalty program, or exposure to omni-channel retention efforts such as direct mail (a plus).

Ability and willingness to travel occasionally to Cotopaxi HQ in Salt Lake City, Utah.

Job Benefits (Your Perks)

At Cotopaxi, we care deeply about our people.

Our team is at the heart of everything we do, and we're proud to invest in their growth, well-being, and success.

We prioritize fair wages, meaningful benefits, and an employee experience that supports balance, belonging, and purpose - inside and outside of work.

Health Benefits

Here is a snapshot of the benefits we provide:

Medical, dental and vision benefits with HSA, FSA, and DCSA options.
Company-paid basic life insurance with the option to purchase additional coverage.
Voluntary short-term and long-term disability coverage.
Voluntary accident and critical illness insurance.
Company-paid employee assistance program.

Wellness Benefits

Company-paid volunteer time.
401(k) plan with employer match.
Unlimited responsible PTO.

In The Wild Days:
Two company-wide days off to recharge, reconnect, and embrace what inspires you.

Uniquely Us

Enjoy deep product discounts with 60% off Cotopaxi gear - perfect for living out your next adventure in style.
Gear up for the outdoors with exclusive discounts from partner outdoor and lifestyle brands.
Grow personally and professionally through thoughtfully curated learning and development opportunities.

Stay connected and celebrate often with regular in-person and virtual events that bring our team together, no matter where you work.

Be part of a vibrant, values-driven culture that champions people, innovation, and adventure in everything we do.

Incentive Potential:

This position is eligible for compensation awards that may include an annual incentive plan, sales incentive, or commission potential.

Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

We're on a mission to Do Good - for people and the planet - and we know that starts with our team.

Cotopaxi is proud to be a brand that celebrates every person for who they are and what they bring to the table.

No matter your background, age, race, gender, ability, or faith - you belong here. You don't have to come from the outdoor industry to make an impact with us. We value curiosity, compassion, and the courage to collaborate openly.

So tell us your story - how your journey has shaped you and how you'd like to help Cotopaxi Do Good.

We can't wait to meet you.

Cotopaxi participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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