Retention Specialist

(Email & SMS – Strategy, Execution, Optimization)

We’re looking for a retention powerhouse — someone who lives inside Klaviyo, thrives on building, testing, and optimizing campaigns, and loves turning data into real customer retention and revenue growth.

This role sits at the center of the customer lifecycle — with full visibility into the entire journey. You’ll own Email and SMS strategy, execution, and performance, combining creativity, segmentation, and analytics to maximize engagement, repeat purchase rate, and LTV. You’ll also work closely with acquisition teams to ensure top-to-bottom funnel alignment — including continuity from paid ads to flows, landing pages, and lifecycle touchpoints.

If you love building beautiful emails that convert, tinkering with tests until they win, and driving measurable growth — this is your arena.

• Fully own Klaviyo Email and SMS — strategy, calendar, build, send, and optimization.
• Develop lifecycle and promotional strategies that grow retention, LTV, and revenue.
• Partner with acquisition and paid media teams to ensure cohesion between ads, landing pages, and follow-up flows.
• Align with inventory, product releases, and demand cycles to craft timely and relevant campaigns.

• Build, QA, and launch daily Email and SMS campaigns — hands-on in Klaviyo.
• Design and maintain all major flows: welcome, abandonment, post-purchase, winback, replenishment, loyalty, and more.
• Use segmentation, predictive analytics, and A/B testing to target and personalize effectively.
• Extend the paid ad journey with aligned follow-up flows and product offers.

• Design high-performing emails and SMS creatives that align with brand aesthetics and voice.
• Leverage Figma for layout edits, content collaboration, and visual feedback.
• Work with landing pages and product pages to ensure an on-brand experience from ad → site → email.

• Monitor performance across Klaviyo dashboards, SMS data tools, and internal reports.
• Run structured tests (creative, copy, offer, segmentation, timing).
• Track deliverability, list hygiene, SMS compliance, and subscriber growth.
• Turn data into clear insights and actionable next steps.

• Collaborate across marketing, CX, acquisition, and product teams.
• Sync messaging with inventory levels, stock availability, and product launches.
• Communicate retention insights to leadership to influence channel strategy, creative planning, and merchandising decisions.
• Bring the voice of the lash customer into every lifecycle moment — understanding who she is, how she shops, and what keeps her coming back.
  

• Campaigns and flows consistently exceed revenue and engagement benchmarks.
• Retention metrics trend up: higher repeat rate, lower churn, stronger 2nd/3rd purchase rates.
• A cohesive customer journey — ad → email → product page feels seamless.
• Testing becomes cultural — every send is an opportunity to learn, iterate, and scale.
• You evolve into a retention leader who owns the journey, not just the channel.
  

• Advanced Klaviyo Email and SMS experience (non-negotiable).
• 3–5 years in retention, lifecycle, or CRM marketing — ideally DTC/eCommerce.
• Deep experience building flows and campaigns from scratch.
• Strong copywriting skills and a sharp eye for design and brand tone.
• Fluent in A/B testing, segmentation, and analytics.
• Organized, efficient, and able to manage a daily campaign cadence.
• Shopify experience required — familiarity with product pages, inventory visibility, and landing page best practices.
• Comfortable collaborating with acquisition teams to align flows and improve funnel performance.
• Bonus: Interest or experience in beauty, lashes, or understanding the lash customer mindset.
  

You get to own both the numbers and the creative. Your work directly impacts retention, engagement, and revenue every single day. You’ll test, learn, and ship fast — and be part of a high-performing team passionate about delivering standout customer experiences at scale.