Head of Retention | E-Commerce
Head of Retention Nominal – Arabic-Inspired Jewelry & Cultural Brand
About Nominal:
Nominal is a DTC jewelry brand rooted in Arabic heritage and Islamic faith, serving a predominantly Muslim, female audience. We're aiming for revenue growth via improving customer lifetime value and building a best-in-class retention engine. We're a lean, high-performing team that punches above our weight.
Reports to: CMO
Location: Phoenix, AZ preferred (remote available for exceptional candidates)
Job Summary:
As Head of Retention at Nominal, you'll own everything that keeps customers coming back: email/SMS strategy, loyalty programs, post-purchase journeys, conversion optimization, and creative promotions. You'll manage our email/SMS agency, work with our CRO agency, and use data to turn one-time buyers into repeat customers. This role is for someone who's driven repeat purchase rate and LTV improvements at a $10M–$50M DTC brand and knows the playbook like they made it.
Key Responsibilities:
Retention & Lifecycle Marketing
• Drive 15%+ improvement in repeat purchase rate through loyalty optimization, segmentation, and targeted campaigns
• Revitalize our loyalty program and turn it into a measurable revenue driver
• Build post-purchase flows, VIP nurture campaigns, and win-back sequences that increase LTV
Email/SMS Strategy
• Own strategic direction of our email/SMS program (managed by agency); grow revenue and drive intentional promotions into those channels
• Grow email list through lead capture optimization and creative list-building tactics
• Optimize flows (welcome, cart abandon, post-purchase, win-back) and create exclusive promotions for subscribers
Creative Promotions & Offers
• Design flash sales and exclusive offers: SMS-only deals, app-early access, discount tiers, VIP perks
• Build promotional calendar with CMO for product launches and cultural campaigns
• Test gamification, spend thresholds, and urgency tactics that drive conversions without cheapening the brand
Conversion & AOV Optimization
• Partner with CRO agency to improve site conversion (currently ~2%) through testing and optimization
• Increase AOV by 10–15% via bundling, upsells, cross-sells, and checkout flow improvements
• Optimize merchandising: move slow sellers to clearance, improve product presentation, reduce friction
Customer Insights & Analytics
• Use data to understand what drives repeat purchases and what causes churn
• Build dashboards tracking CAC, LTV, repeat rate, cohort performance, email/SMS revenue
• Conduct customer research (surveys, reviews, interviews) to inform retention strategy
Agency Management
• Manage email/SMS agency (BAD Marketing), CRO agency (WeConvert), and upsell platform (OneclickUpsell)
• Set strategy, review performance, hold partners accountable
Key Qualifications:
Required:
• 5–7+ years in DTC e-commerce , focused on retention, email/SMS, and lifecycle marketing at Shopify brands doing $10M–$50M+ revenue
• Proven track record improving repeat purchase rate and driving significant email/SMS revenue growth
• Expert with Klaviyo, Attentive, Postscript, or similar email/SMS platforms
• Experience optimizing loyalty programs (Smile.io, Yotpo, LoyaltyLion, etc.)
• Strong on conversion optimization: built upsell funnels, tested bundling, optimized checkout flows
• Data-driven: comfortable with CAC, LTV, cohort analysis, TripleWhale, Shopify Analytics
• Experience managing agencies and getting results from external partners
• Bias toward action: test fast, kill what doesn't work, scale what does
Bonus:
• Worked at jewelry, fashion, beauty, or lifestyle DTC brands
• Experience with mobile app marketing and app-exclusive promotions
• Background with culturally meaningful or faith-based brands
What This Role Is Not:
• Not focused on paid media (we have an ad buyer for that)
• Not SEO or content marketing
• Not managing a large internal team (you'll work with agencies and our Marketing Ops Coordinator)
If you're deeply interested in this role, please e-mail Ahmad@nominalx.com with an intro and your resume. Subject Line "Head of Retention Application".
Retail Luxury Goods and Jewelry
Management and Manufacturing
Full-time