Lifecycle & Retention Strategist

About UsWhen Bad Birdie started, we gave golfers something they'd never seen before: a bold printed polo designed to disrupt tradition and invite more people into the game. Today, we're proud to create premium golf apparel that's colorful, confident, and playfully rebellious, built so every player can feel good and have a hell of a good time on the course. As we grow, we're committed to keeping that original energy alive, continuing to challenge what's possible in golf while respecting the game and welcoming everyone to play their way. We started bold. We're staying bad. And we'll keep showing golfers what the game can be.About The RoleBad Birdie is growing fast, and the Lifecycle and Retention Strategist is the person who makes sure that growth compounds. You will own the entire post-purchase experience: email through Klaviyo, SMS through Attentive, loyalty through Rivo, and reviews through Okendo. Your job is to build the strategy that ties all of it together and turns one-time buyers into repeat customers and repeat customers into brand evangelists.This is a builder role at a brand that has already earned serious customer love. The audience is engaged, the data is rich, and the opportunity to create a best-in-class retention program is wide open. You will have full ownership of the scope, high visibility on a small team, and work that directly determines how well our growth investments pay off over time.What Success Looks LikeWithin the first 3 to 6 months, success looks like:Klaviyo and Attentive flows are rebuilt, optimized, and outperforming previous benchmarksA loyalty program redesign is live with a refined tier structure, reward mechanics, and measurable lift in repeat purchase rateA referral program is launched and generating attributable revenue for the first timeA retention dashboard is built, maintained, and shared weekly connecting email and SMS performance to revenue goalsReview volume is growing systematically through an owned Okendo solicitation strategyHead of Ecommerce trusts the post-purchase experience is covered and is free to focus on acquisition strategyWhat You'll Be Responsible ForEmail and SMS StrategyOwn the Klaviyo ecosystem: flows, campaigns, segmentation, deliverability, and list healthOwn Attentive for SMS: campaign strategy, compliance, subscriber growth, and revenue attribution. This is a revenue channel, not a notification tool.Manage cross-channel coordination between Klaviyo and Attentive. Suppression logic, frequency capping, and journey sequencing across both platforms so customers are not getting hit from every direction at once.Build and optimize lifecycle flows: welcome series, post-purchase education, browse and cart abandonment, winback, sunset, VIP, replenishment, and other automationsPlan and execute the campaign calendar. Weekly sends, product drops, seasonal pushes, and Breakfast Balls content integration.Retention and LoyaltyRedesign and iterate a loyalty and rewards program that fits our customer (golf-obsessed, repeat buyers, brand-loyal). Tier structure, reward mechanics, and earning rules all need to be refined.Build and launch a referral program. The vast majority of customers find us via word-of-mouth or social. A structured referral program is one of our highest-ROI retention opportunities and you will be the one to own it.Own repeat purchase rate, customer LTV, and cohort retention metrics. These become your scoreboard.Build reactivation strategies for lapsed customers, seasonal buyers, and one-time purchasersShare post-purchase learnings that inform acquisition strategyCustomer Segmentation and PersonalizationBuild behavioral segments: purchase frequency, category affinity, channel preference, seasonal patterns, and RFM (recency, frequency, monetary) modelingDevelop personalized content and offer strategies by segment. A 4x repeat buyer should not get the same email as a first-time browser.Use existing survey data (we have an extensive customer dataset) and purchase data to inform messaging, timing, and offersAddress perception gaps directly in lifecycle messaging. Value communication is a retention lever, not just a brand exercise.Reviews and Social ProofOwn the Okendo review solicitation strategy end-to-end: optimize request timing sequences, incentivize photo and video reviews, and build systematic response workflowsGrow review volume and quality. We have thousands of reviews and a customer base that loves the brand. Build the systematic program that turns that sentiment into a compounding asset.Build post-purchase NPS and CSAT collection and close the feedback loop. Our NPS is strong. Your job is to make it a continuous signal and act on every data point.Coordinate with the ecommerce team to pipe UGC, review content, and Okendo attributes into product pages and site experiencesAnalytics and ReportingBuild and maintain a retention dashboard: LTV by cohort, repeat rate by acquisition source, flow performance, campaign ROI, list growth, referral attributionRun a weekly reporting cadence. What worked, what did not, what is changing next week.Connect email and SMS performance to broader revenue goals. This is not a side channel, it is a revenue engine. Best-in-class DTC brands drive 25 to 35% of revenue through owned channels.Qualifications3 to 5 years owning lifecycle marketing or retention at a DTC brand (not just email execution, but strategy, flows, and revenue ownership)Deep Klaviyo expertise: flows, advanced segmentation, dynamic content, A/B testing, deliverability managementHands-on experience with Attentive or a comparable SMS platform like Postscript, used as a revenue channelYou have built a retention program from early-stage or rebuilt one that was underperforming. This is not a maintain-what-exists role.Loyalty or referral program experience. You have launched at least one and can point to the revenue impact.Strong analytical mindset. You think in cohorts, LTV, RFM, and payback periods, not just open rates.Copywriting instincts. You can write a subject line that gets opened and body copy that sounds human, not templated.Comfortable managing email and SMS on separate platforms, including suppression logic and frequency management across bothDesign skills. You can operate inside Figma or Photoshop to design and slice.You are a self-starter who builds systems, documents processes, and does not wait for a briefBonus PointsExperience with Rivo or similar Shopify-native loyalty platformsExperience with Okendo or similar review platforms, particularly review request optimization and UGC collectionReferral program launch experienceYou have worked at a brand doing $10M to $80M in DTC revenue with a physical productBackground in apparel, golf, lifestyle, or fashion verticalsExperience with zero-party data collection (quizzes, preference centers, progressive profiling)You have built weather-triggered or seasonal campaign strategies for products with seasonal buying patternsWhat We OfferAt Bad Birdie, we care deeply about our people and culture. Here's what you can expect:Generous PTO and sick time10 recognized holidaysMedical, dental, and vision insurance, plus HSA and 401(k) with company matchHeavily discounted Bad Birdie apparel#LI-Onsite

Created: 2026-04-02