Retention Sr Manager - Apparel

About Trafilea

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

Marketing@Trafilea: Work across multiple brands, leverage data-driven strategies, and drive rapid growth in a dynamic remote work environment. We have 3 business lines with brands based on digital marketing & growth strategies.

• Our intimate apparel Brands: Shapermint, Truekind and Shapermint Essentials,

• Our beauty Brands: Revel Beauty and Spa Dr.

• Our content and subscription Brand: The BodCon.

Role's Mission:

The mission of the Retention Sr Manager is to design and lead a high-impact, end-to-end customer retention strategy that transforms one-time buyers into loyal, long-term customers. This role is responsible for shaping and optimizing the returning customer journey, identifying key moments to drive engagement, and unlocking growth opportunities across all retention touchpoints.

Through the strategic use of our owned channels—Email, SMS, Push Notifications—and the continuous evolution of our Loyalty Program, the Retention Sr Manager is the key owner of revenue growth and profitability across Shapermint and Truekind’s direct channels and for our 12M growing customer database.

Acting as a bridge between strategic planning and flawless execution, the role establishes quarterly channel roadmaps, innovates lifecycle journeys, and leverages insights from competitive analysis and testing to optimize performance. By monitoring and reporting critical KPIs such as repurchase rates, channel conversion, and LTV/CAC, this position enables data-driven decisions that directly impact business growth. Collaborating closely with the Data Science, Creative, IT and Growth teams. Their responsibilities will involve the delivery and prioritization of tests, campaigns, and automated flows aimed at achieving these objectives.

Expected outcomes & responsibilities

• Direct channel leadership for the whole apparel business, being two main brands, Shapermint and Truekind: E-mail, SMS, Push Notification, Whatsapp.

• Multi-channel strategy to reach customers on their preferred channel, avoiding channels overlap and fatigue. Also ensure that communication flows, segmentation, and creative content align with retention goals and minimize unsubscribe rates.

• Responsible for lifecycle journeys, across all touchpoints from automated/transactional and Welcome flows, to winback and sunset strategies.

• Collaborate cross-functionally with squads and channel owners to improve retention, subscription rates, and organic channel contribution.

• Continuously research buyer behavior, competitors, and market trends to identify improvement opportunities and strengthen funnel strategies.

• Define quarterly OKRs, initiatives, and roadmaps or Apparel returning customers, balancing strategic projects with day-to-day execution to drive sustainable growth. Guarantee the accomplishment and clear visibility of daily and weekly completion.

• Own and present key retention KPIs—conversion rates, revenue, repurchase, LTV/CAC—highlighting 20/80 opportunities, blockers, and solutions. Lead weekly reporting, collaborate cross-functionally, and deliver actionable insights to senior leadership to drive performance improvements.

• Extensively benchmark competitors and enrich all reports with weekly insights coming from our top 10 direct competitors that are also doing same communication types and calendar than us.

• Ensure timely, high-quality project execution, coordinating teams, removing roadblocks, and fostering a test-and-learn culture.

• Deliver clear reporting and communication, providing stakeholders with actionable updates, business context, and performance results aligned to OKRs.

Requirements

We’re looking for a bold, hands-on leader who thrives in fast-moving environments and is excited to drive real business impact. This is not a role for spectators — we need someone who’s ready to roll up their sleeves, lead by example, and build strong teams while keeping an eye on both the strategy and the details.

To be successful in this role, you’ll need:

✅ Proven experience (7+ years) in developing and executing high-impact retention marketing strategies, ideally in dynamic, digital-first environments. Apparel Ecommerce brands and Digital Retail business experience is a plus.

✅ A natural leader with experience managing cross-functional teams (5+ years in leadership roles) — including creatives, engineers, marketers, and analysts. You know how to bring people together, set clear goals, and hold them accountable for results.

✅Bachelor’s Degree in Relevant Field: Business, Engineering, Marketing, Analytics, or related studies.

✅ Exceptional communication and collaboration skills. You know how to connect the dots between teams and keep everyone aligned, motivated, and focused.

✅ Strong analytical mindset, with extensive experience interpreting customer data to identify patterns, pain points, and opportunities that drive retention and loyalty.

✅ Solid understanding of online engagement platforms, CRM, and customer lifecycle strategies. You know what moves the needle when it comes to customer retention.

✅ Excellent organizational and project management skills. You can manage multiple priorities, keep the team on track, and deliver high-quality results under tight deadlines.

✅ High attention to detail and the ability to grasp complex technical and business challenges. You can dive deep without losing sight of the big picture.

✅ A dynamic, ambitious, and curious mindset. You’re always learning, always testing, and eager to explore how AI and new technologies can improve our approach.

✅ A proven track record of people management, with the ability to coach, empower, and challenge other leaders. You know how to develop talent and create accountability across your team.

✅Language & Technical Skills: Advanced English proficiency (oral and written) is mandatory; Spanish and knowledge of Data Science, SQL, or analytics tools are a strong plus

✨ Nice to have: Basic knowledge of front-end tools, technical tracking, or experience working alongside engineering teams.

What we offer:

Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.

Opportunity to grow and develop both professionally and personally.

Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.

Openness to new ideas and initiatives.

Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more


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