Company Description Ibex is a company passionate about building exceptional performance products from Merino Wool and other natural fibers. Our brand was born from a desire to build functional outdoor clothing made from exceptional fabrics, starting with the incomparable performance of merino wool. About the Role: The Retention & E-commerce Manager is a dual-focused role responsible for owning customer retention through email, SMS, and loyalty marketing—while also managing the backend of our e-commerce site to ensure a flawless shopping experience. You’ll be at the intersection of content, performance, and customer experience, helping drive repeat purchase behavior and optimize our digital storefront on Shopify. This position is perfect for someone who is equal parts data-driven and detail-obsessed, and thrives in a fast-moving, hands-on environment. Key Responsibilities: Retention Marketing (50%) • Own and execute email & SMS campaigns using Klaviyo, with a focus on segmentation, A/B testing, and automation. • Build lifecycle marketing flows (welcome series, cart abandonment, win-back, post-purchase, etc.). • Manage loyalty program mechanics and messaging in partnership with brand leadership. • Monitor CRM performance metrics like open rate, CTR, conversions, opt-outs, and LTV. • Collaborate with the design team to create high-converting, brand-aligned communications. • Ensure all messaging is consistent across channels and aligned with promotional calendars. E-commerce Coordination (50%) • Manage daily/weekly updates to the Shopify site: new product uploads, PDP optimizations, pricing changes, banner swaps, homepage refreshes, etc. • Ensure all landing pages and campaign links are accurately built and optimized for UX and conversion rate performance • Monitor site health and performance, flagging bugs or speed issues to the appropriate team. • Continuously evaluate Shopify features and apps to identify opportunities for site enhancement and business growth, • Coordinate with developers or third-party platforms as needed for non-code updates. • Maintain attribution links, promo codes, and site merchandising tied to campaigns. • QA everything—on desktop, tablet, and mobile. Analytics & Reporting • Regularly report on key metrics across retention (email, SMS, loyalty) and ecommerce (conversion rate, bounce rate, AOV, cart abandonment, etc.). • Use cohort analysis and funnel reporting to identify opportunities to improve the retention journey. • Make data-informed recommendations for improving lifecycle messaging and on-site experience. Qualifications: • 2-4 years experience in retention/lifecycle marketing and/or ecommerce operations. • Strong hands-on experience with Shopify and Klaviyo (or similar platforms). • Excellent attention to detail and organizational skills. • Analytical mindset—you can interpret numbers and act on insights. • Bonus: Experience with loyalty platforms, third-party apps (e.g. Yotpo), or merchandising tools.