Most retention hires inherit a Klaviyo account and a content calendar. This one inherits an entire customer journey, a 50 person growth team to plug into, and a real shot at building out a function (and eventually a team) from the ground up.
If you've ever been frustrated managing a flow calendar for someone else's strategy, this is the flip side: you set the strategy, an external agency executes it, and you're the one who decides what's working and what gets killed.
This is a full time, remote role open to candidates based in Europe, the UK, or Dubai.
WHAT'S IN IT FOR YOU
- Report straight to the CMO. No layers between your strategy and the person who greenlights it.
- A real path to management. As the retention function grows, this role is designed to evolve into a leadership position with a team underneath it. You're not joining an established department, you're building it.
- Own the outcome, not the execution. An external agency handles day to day execution. Your job is strategy, judgement, and holding them accountable, not sitting in Klaviyo building flows yourself.
- Cross functional reach from day one. You'll work directly with paid media, growth, tech, and support to understand where every customer comes from and where they drop off.
- A category where the basics are already covered. Abandoned cart, browse abandonment, and post purchase flows are live, so you start from a working baseline and go straight to optimisation and new territory.
WHAT YOU'RE GETTING INTO
- Own retention revenue, repeat purchase rate, and LTV across the full customer base, before and after purchase.
- Run and evolve every lifecycle flow: onboarding, abandoned cart, browse abandonment, post purchase, win back.
- Set the strategy and creative direction for the email/SMS agency executing on your behalf, and approve every piece of copy before it ships.
- Diagnose why campaigns and flows perform the way they do, and turn that into a clear call on what to test, scale, revise, or kill.
- Own segmentation, suppression, sender reputation, and list health, balanced against revenue targets rather than short term sends.
- Design retention programs from scratch, including loyalty and potential subscription plays, for a brand built outside the subscription model.
- Partner with CX and creative to close the education gaps that drive returns and customer confusion.
- Build reporting that gives the CMO full visibility into revenue contribution, flow performance, and deliverability health, and forecast where the channel is headed next.
WHO YOU ARE
- You have 4+ years running email/SMS for a DTC ecommerce brand.
- You've owned retention performance for an 8 figure brand, not just contributed to someone else's strategy.
- You've driven measurable growth in repeat purchase rate and customer LTV.
- You understand deliverability, sender reputation, and segmentation at a technical level, not just a reporting level.
- You've managed an agency or vendor as the strategic owner, setting direction and holding them to it, not just liaising with them.
- You're comfortable turning data into calls that other people then execute against.
- You think like an owner: you set direction, you don't wait for it.
- You're highly organised, proactive, and used to operating with a lot of autonomy.
Bonus if you've:
- Worked with kitchen, home, or premium physical product brands.
- Built retention strategy outside a heavy subscription model.
