Who We Are:

We're Stimulate—an email & sms retention marketing agency for high-growth DTC brands. We use email, SMS, subscriptions, loyalty programs, and more to drive customer lifetime value and client profitability.

Who We’re Looking For:

We’re looking for a Head of Email & SMS to lead and scale our retention department.

This is a senior, hands-on leadership role. You’ll own the overall performance of email & SMS across all client accounts, manage and mentor our retention strategists, and continuously evolve our strategy, processes, and standards to ensure best-in-class results.

You will still work directly on strategy and execution for a smaller subset of clients, but your primary responsibility is overseeing performance across the entire retention department, proactively identifying risks, and driving improvements before issues arise.

This role is for someone who is highly independent, strategic, and proactive. We are not looking for someone who needs step-by-step direction. You should be comfortable leading a department, bringing forward ideas, improving systems, and helping grow the agency without constant oversight.

Job Responsibilities:

Department Leadership & Ownership

• Lead and manage the Email & SMS (Retention) department
• Oversee and mentor all retention strategists and account managers
• Proactively monitor client performance across the portfolio
• Identify underperforming accounts early and work directly with strategists to correct course
• Act as the escalation point for complex client strategy or performance issues
• Continuously raise the bar for strategy, execution, and results

Strategy & Client Oversight

• Build frameworks that guide project managers on the high-level retention strategy for all clients
• Work directly on strategy and execution for a limited number of clients
• Review and approve major strategic initiatives, automation plans, and content calendars
• Ensure clients are always receiving proactive recommendations—not reactive fixes

Process Improvement & Department Management

• Improve and document retention department processes
• Identify inefficiencies and implement better systems
• Create frameworks that allow the department to scale
• Help define hiring needs and assist in hiring future team members
• Play a key role in growing and shaping the retention department

New Client Audits & Onboarding:

• Oversee audits for new and prospective clients
• Identify gaps, opportunities, and quick wins during onboarding
• Ensure email & SMS accounts are set up following Stimulate best practices
• Oversee project managers to ensure new onboardings are on track and meeting expectations

Reporting and Analytics

• Oversee performance reporting across all accounts
• Review reports for accuracy, insights, and actionable next steps
• Conduct or guide ad hoc analysis when performance declines
• Track department-wide performance trends and benchmarks

List Growth & Deliverability

• Set best practices for list growth strategies and popup testing
• Empower project managers to successfully manage deliverability health across all clients
• Support project managers as needed when deliverability or list health issues arise

Client Communication

• Serve as a senior point of contact for select clients
• Support strategists on complex client conversations
• Ensure client communication remains proactive, strategic, and clear

Tool Expertise

• Work with and gain expertise in tools such as Klaviyo, Attentive, Alia Forms, Recharge, Stay AI, Aftersell, Post Pilot, Shopify, and Lifetimely.

Must-Have Qualifications:

• 5+ years of work experience in the email/SMS/retention marketing space.
• 5+ years using Klaviyo or a similar ESP.
• Superior written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• Ambitious, resilient, and eager to learn.
• Works well in a team environment and loves to collaborate.
• A self-motivated leader with resilience, drive, and eagerness to learn.

Why Stimulate:

Stimulate is a fast-paced, close-knit team constantly pushing each other to develop greater depth and breadth of knowledge and skill. We believe team communication is critical and place emphasis on clear, timely, and constructive feedback. There is no better place to hone your skills as a retention marketer than at Stimulate.

Perks:

• Salary: Above industry standard salary (based on experience) + bonus
• Vacation: 15 Days PTO + 7 Paid Holidays
• Health Benefits: 75% Health, Vision, and Dental coverage
• Amazing Clients: You’ll be working with a variety of high-growth DTC brands, so you’ll never get bored!
• Happy Hours: Our remote happy hours are pretty lit 🥂
• Annual Company Retreat: Once a year, we get the team together for an epic adventure!