Responsibilities

• Run the campaign engine — 3–4 campaigns a week to non-subscriber audiences (our list, quiz completers, lapsed trialists, winback pool), plus a regular slate to active subscribers, where upsell and retention campaigns live — you'll shape that cadence through testing
• Own and optimise our Klaviyo flows across email and SMS — welcome, abandonment, onboarding, post-purchase, winback. SMS is live today and yours from day one
• Boost retention across the full subscriber lifecycle — the early weeks matter most, but your mandate runs the whole lifetime: engagement, replenishment and churn-risk campaigns to the active base, informed by our CX team's churn research
• Grow add-on attach rate — building the segments and campaigns that introduce treats, supplements and oils to the right dog parents at the right moment
• Test regularly, across both channels — testing isn't a one-off here; subject lines, send times, offers and flow structure should always have something live being tested
• Report on what matters — campaign and flow revenue, revenue per subscriber, attach, churn and reactivation — leading with evidence rather than instinct
• Be the voice of the customer — flagging subscription friction (editing orders, managing multiple dogs on one account) back to the team with data on what it costs us
• Work well beyond your own channel — partnering closely with paid, organic, CX and retail so CRM never operates in a silo

Requirements

• 2–4 years of hands-on Klaviyo experience at a DTC ecommerce brand — flows, segmentation and campaigns you built yourself, not briefed to an agency
• You've run SMS alongside email (Klaviyo SMS ideal; Attentive or similar works too)
• You've personally run a busy, multi-send weekly campaign calendar — copy through to ship — without dropping the lead
• Solid, proven experience running structured tests (subject lines, send times, offers, flows)
• Comfortable with numbers — you can read a campaign report, attribute revenue properly, and know what to do next
• Strong copywriting instinct — warm, human copy that still sounds like a real person
• A good design eye — comfortable in Canva (or similar) and able to make an email look clean and on-brand without a designer on call
• Confident using Claude (or similar AI tools) as part of your everyday workflow, from drafting copy to speeding up reporting
• Independent and agile, comfortable making decisions and adjusting quickly as priorities change

Preferred

• Subscription experience (Skio or Recharge)
• Familiarity with pet, food, or health and wellness brands
• A dog of your own (not required, but let's be honest, it helps)