Director, Digital & Retention Marketing

Kinn Studio

Los Angeles, CA
Permanent
Full-time

1 month ago
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Kinn is looking for a strategic, results-driven leader to join as Director, Digital & Retention Marketing. This is a hands-on role for someone who thrives on ownership and knows how to toggle between vision and execution. You’ll lead lifecycle marketing, CRM, digital experience, and VIP programs—focused on growing LTV and deepening emotional loyalty.Reporting to the CEO, you’ll work cross-functionally across brand, CX, ops, and creative, managing both internal and external partners to scale Kinn profitably. This role is 80% retention-focused, 20% growth-minded, and perfect for someone who knows how to turn data into human connection.About Kinn:Kinn Studio is a modern fine jewelry brand rooted in craftsmanship, heritage, and storytelling. Designed in Los Angeles and made to last for generations, our pieces celebrate modern milestones and redefine what luxury means today. We’re a founder-led, high-growth brand entering our next phase of scale—lean, ambitious, and emotionally resonant. We value people who think beyond their lane, move quickly, and want to help build the future of a meaningful, enduring business.What You’ll Own:Retention & CRM

Own and execute lifecycle marketing across email and SMS (Klaviyo), including campaigns, flows, segmentation, and automations.
Build and scale high-touch clienteling and VIP programs that surprise, delight, and reward top-tier customers.
Develop retention and win-back strategies to improve LTV, repeat rate, and customer satisfaction.
Partner with sales and CX teams to align digital and in-person retention efforts across both stores.
Use customer insights and data to personalize communication across key segments and purchase journeys.
Lead A/B testing, performance reporting, and iterative optimization based on real-time results.
Drive post-purchase strategies, review generation, loyalty moments, and referral incentives.
Translate cohort, retention, and product performance data into actionable strategies.
Champion consumer insights and first-party data strategies that fuel creative, site, and channel optimizations.

Ecommerce & Site Experience

Oversee digital merchandising and on-site communication strategy to support retention efforts (e.g. banners, product pages, loyalty moments).
Manage digital experience touchpoints for post-purchase, order tracking, and follow-ups to drive satisfaction and repurchase.
Partner with our Shopify developer to improve conversion and AOV via on-site testing (upsells, bundles, UX refinements).

Growth

Support new customer acquisition through campaign insights, low-lift channel testing, and performance storytelling.
Partner with the paid & affiliate team to refine targeting, messaging, and post-click experience.
Leverage customer data to unlock insights that shape product drops, content direction, and new growth experiments.
Maintain a clear understanding of CAC, LTV, and payback windows to support sustainable scale.

Cross-Functional Collaboration

Partner with teams across creative, operations, and CX to execute aligned, customer-centric initiatives.
Present strategic plans, performance recaps, and learnings to the founder and leadership team.

You Might Be a Fit If:

You’ve owned email/SMS programs from strategy to execution in Klaviyo.
You know how to interpret data and turn it into creative experiments.
You’ve built or worked on VIP, loyalty, or clienteling programs in a premium or luxury brand setting.
You understand Shopify and digital customer journeys inside and out.
You’re fluent in key retention and ecommerce metrics—LTV, AOV, CVR, CAC—and how to move them.
You’re comfortable managing freelancers or agencies but also love building things yourself.
You love making people feel seen. You believe every customer interaction is an opportunity for brand love.

Your Prior Experience:

5–8 years in lifecycle, CRM, ecommerce, or retention marketing roles.
Experience in luxury, fashion, beauty, or DTC ecommerce.
Hands-on Klaviyo and Shopify experience is a must.
Comfort with testing platforms, heat maps, and ecommerce CRO tools a plus.
Familiarity with brand-driven businesses that rely on storytelling and emotional connection.

Kinn Studio