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Customer Lifecycle & Retention Specialist
Full-time
Location:
Toronto, Ontario (GTA Preferred) / Hybrid travel to Kingston, Ontario as required.
Department:
Marketing
Reports To:
Chief Marketing Officer
Role Overview
Hayabusa is seeking a commercially minded and data-driven Customer Lifecycle & Retention Specialist to lead the strategy and execution of our customer retention ecosystem across email, SMS, loyalty, reviews, referrals and lifecycle marketing.
This role will own the customer journey beyond the first purchase, developing highly personalized customer experiences that strengthen engagement, increase customer lifetime value, improve retention and build long-term brand advocacy.
Working across Klaviyo, Okendo and Shopify, this individual will design and optimize automated customer journeys, segmentation strategies and membership experiences that transform first-time buyers into lifelong Hayabusa customers.
Success in this role requires a balance of creativity, analytical thinking and commercial acumen. The successful candidate will understand how to leverage customer data, behavioral insights and marketing automation to drive measurable business growth while reinforcing Hayabusa's premium brand positioning.
Key Responsibilities
Customer Lifecycle Strategy
Develop and execute Hayabusa's global customer lifecycle strategy.
Build customer journeys across the entire lifecycle from acquisition through to advocacy.
Identify opportunities to improve customer engagement, retention and lifetime value.
Continuously optimize lifecycle performance using customer insights, testing and analytics.
Develop segmentation strategies that improve personalization across all customer communications.
Email & SMS Marketing
Own all automated lifecycle communications within Klaviyo.
Build and optimize customer journeys including:
Welcome Series
Browse Abandonment
Cart Abandonment
Checkout Recovery
Post Purchase
Product Education
Cross Sell
Replenishment
Win Back
VIP Communications
Birthday & Milestone Campaigns
Execute promotional and product launch campaigns in collaboration with the Brand and Ecommerce teams.
Continuously improve deliverability, engagement and revenue performance.
Loyalty & Membership
Manage Hayabusa's loyalty and membership programme through Okendo.
Develop loyalty tiers, rewards and exclusive member experiences.
Increase programme participation and customer engagement.
Create initiatives that encourage repeat purchase and long-term brand affinity.
Partner with Community and Events teams to deliver member-exclusive experiences.
Reviews & Customer Advocacy
Manage Hayabusa's customer review strategy through Okendo.
Increase product review generation and review quality.
Develop user-generated content programmes.
Manage referral initiatives and customer advocacy programmes.
Identify opportunities to leverage reviews across ecommerce, advertising and retail channels.
Customer Insights & Personalization
Analyze customer behavior, purchasing trends and lifecycle performance.
Build customer segments based on behavioral, transactional and demographic data.
Develop personalized marketing strategies across multiple customer cohorts.
Partner with Data & Analytics to improve customer reporting and predictive modelling.
Cross-Functional Collaboration
Partner closely with:
o Ecommerce
o Community
o Customer Experience
o Product Management
o Performance Marketing
o Creative
o Data & Analytics
to ensure customer lifecycle initiatives support broader commercial and brand objectives.
Platform Ownership
Own the day-to-day management and optimization of:
Klaviyo
Okendo Reviews
Okendo Loyalty
Okendo Referrals
Shopify customer integrations
SMS marketing platform
Customer preference centre
Work closely with Technology partners to ensure platform integrations remain scalable and aligned with Hayabusa's digital roadmap
Reporting & Analytics
Develop regular reporting covering:
Customer Lifetime Value (CLTV)
Repeat Purchase Rate
Customer Retention
Purchase Frequency
Loyalty Membership Growth
Referral Performance
Email Revenue
SMS Revenue
Automated Flow Performance
Campaign Performance
Review Generation Rate
Average Product Rating
Customer Engagement
List Growth
Deliverability
Provide actionable recommendations that improve commercial performance and customer experience.
Skills & Experience
Required
5\+ years' experience in CRM, lifecycle marketing, retention marketing or marketing automation.
Experience managing Klaviyo or similar marketing automation platforms.
Strong understanding of customer segmentation and behavioral marketing.
Experience building automated customer journeys.
Strong analytical and commercial capability.
Experience working within Shopify or comparable ecommerce platforms.
Excellent project management and stakeholder management skills.
Highly data-driven with strong attention to detail.
Preferred
Experience with Okendo Reviews, Loyalty and Referrals.
Experience with SMS marketing platforms.
Experience with customer data platforms and personalization tools.
Experience working with premium consumer brands.
Passion for sport, performance products or combat sports.
Key Performance Indicators
Commercial
Customer Lifetime Value (CLTV)
