DTC Retention Specialist - Jobs in Vancouver, British Columbia

Job Description

Company OverviewAt Pearl West, we’re redefining how consumer brands are built and scaled. We own and operate six DTC brands with a combined run rate of over $40M and a clear mission: build brands that leave lasting impressions—and exit them at their peak.We operate like a mini Unilever, but without the bureaucracy. Think lean teams, fast decisions, high accountability, and direct ownership. Some of our brands are homegrown; others are acquired and scaled quickly using a centralized team model across creative, media, product, and operations.Our leadership includes e-commerce veterans and operators from 9-figure exits like Goli Nutrition. We’re extremely well-capitalized and actively acquiring more brands while building a team of high-performers who are energized by speed, clarity, and results.Role OverviewWe’re hiring a DTC Retention Specialist to take full ownership of the customer lifecycle across our portfolio of brands. This role is responsible for maximizing customer lifetime value (LTV) by developing, executing, and optimizing strategies across email, SMS, and other retention channels.You’ll play a critical role in shaping our retention engine—from customer segmentation and lifecycle mapping to performance reporting and campaign execution. This is a strategic and executional role, reporting directly into the marketing/growth leadership team.Type: Full-timeLocation: Remote/HybridFocus: Strategy + ExecutionKey Responsibilities

• Own and optimize the full post-purchase customer journey (onboarding, replenishment, upsell, win-back) across multiple DTC brands.
• Build, manage, and optimize email and SMS marketing flows using Klaviyo, Postscript, Attentive, or similar platforms.
• Execute segmented, behavior-based campaigns and automations that drive engagement, repeat purchase, and retention.
• Analyze cohort behavior and funnel performance to identify churn risks and retention opportunities.
• Work cross-functionally with creative, media, and product teams to test messaging and improve funnel performance.
• Build retention reports, dashboards, and insights that guide business decisions and improve performance over time.
• Ensure high deliverability and performance of all communications across retention channels.
• Stay updated on industry trends and apply best practices in lifecycle marketing and CRM strategies

Key Performance Indicators (KPIs)

• Increase customer LTV by 30%+ in the first 6 months
• Reduce churn rate by 10%+ in the first 12 months
• Maintain or exceed 20–30% open rates and 2–3% CTRs on key flows
• Launch 3 or more automated flows in the first 90 days
• Deliver monthly retention performance insights and recommendations

Success Benchmarks (30-60-90 Days)First 30 Days

• Complete onboarding and gain full understanding of customer segments and brand lifecycle strategies
• Audit existing retention flows and identify immediate improvement opportunities

First 60 Days

• Launch initial optimized flows
• Begin segmentation testing and A/B experimentation
• Provide early reports on performance lift and recommendations

First 90 Days

• Deliver measurable uplift in flow and campaign performance
• Own retention KPIs and present roadmap for 6-12 month lifecycle improvement

Required Skillsamp; QualificationsMust-Have Skills

• 3+ years of experience in DTC retention or CRM marketing roles
• Proven success building and optimizing email/SMS campaigns with tools like Klaviyo, Postscript, or Attentive
• Strong understanding of customer lifecycle management and behavior-driven segmentation
• Analytical mindset with experience in cohort analysis, LTV tracking, and reporting
• Clear communicator and confident executor, able to work independently and drive results

Nice-to-Have Skills

• Experience working in CPG, beauty, wellness, or health-related verticals
• Familiarity with multi-brand portfolios or performance marketing environments
• Background in A/B testing frameworks and experimentation roadmaps

Educationamp; Experience

• Bachelor’s degree in Marketing, Business, or related field (or equivalent experience)
• Strong understanding of DTC metrics (AOV, LTV, CAC, churn, retention rate

Who Should ApplyYou’ll thrive in this role if you:

• Have a builder mentality—you love to create systems that scale
• Are highly analytical and results-driven
• Thrive in fast-moving environments with lots of ownership
• Have a proven track record of increasing LTV and reducing churn

You should not apply if you:

• Need constant direction or prefer working in rigid structures
• Are uncomfortable with tight deadlines and real accountability
• Avoid owning the outcome of your wor

Why Join Pearl West

• Growth Opportunity: Step into brands at inflection points and directly impact growth
• Ownershipamp; Equity: Have a say—and a stake—in the outcome
• Performance-First Culture: Resultsgt; theater. Speedgt; endless discussion
• Flexible Remote Work: Work from anywhere with high trust and autonomy
• Team of Operators: Learn from leaders with real track records of scale and exits

Compensationamp; Benefits

• Salary Range: Based on experience
• Bonus/Equity: Performance-based bonus and equity potential
• Work Arrangement: Fully remote
• Perks: Flexible PTO, team retreats, learning and development budget
• Healthamp; Wellness: Monthly wellness stipend

Application Process

1. Submit your resume and a short cover letter outlining your experience with retention and lifecycle marketing.
2. Initial interview.
3. Final interview with marketing/growth leadership.

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