Head of Retention (Email & SMS)

Responsibilities

• Own email and SMS retention strategy across Klaviyo and Postscript, from subscriber onboarding to post-purchase engagement and reactivation.
• Develop lifecycle marketing strategies for different customer segments, including first-time buyers, returning customers, high-value customers, and B2B clients.
• Build monthly retention plans aligned with product launches, seasonal promotions, and business objectives.
• Identify opportunities to improve customer engagement, repeat purchases, and customer lifetime value.

Requirements

• 2+ years of hands-on experience in retention marketing, lifecycle marketing, CRM, or email and SMS marketing, preferably in DTC e-commerce.
• Proven experience developing and scaling retention strategies for US-facing consumer brands.
• Advanced hands-on experience with Klaviyo, including campaign management, automated flows, segmentation, and performance reporting.
• Experience with Postscript or comparable SMS marketing platforms.
• Strong understanding of email and SMS marketing best practices, customer segmentation, personalization, and lifecycle automation.
• Demonstrated ability to develop effective retention campaigns, automated customer journeys, and testing frameworks.
• Strong analytical skills and the ability to translate customer and campaign data into actionable optimization decisions.
• Experience working with designers, copywriters, and marketing teams to develop effective campaign content.
• Understanding of US email and SMS marketing compliance, consent management, and deliverability practices.
• Excellent written and spoken English, with strong US-market copywriting skills.

Preferred

• Experience with furniture, interior design, home décor, lifestyle, or premium consumer brands.
• Experience with higher-ticket or considered-purchase products and longer customer purchase cycles.
• Experience developing retention strategies for both B2C and B2B audiences.
• Familiarity with Shopify and e-commerce customer journeys.
• Experience developing loyalty, referral, or VIP customer programs.
• Experience working in a fast-growing international brand or agency environment.
• Klaviyo
• Postscript
• Shopify Analytics
• Google Analytics 4 (GA4)