Klaviyo Email & SMS Specialist

Fragrance and health and wellness are two of the most psychologically rich categories in DTC. Customers buy because they want to feel something, look like something, or become something. We build subscription-first brands in both and we need someone who can own the Klaviyo execution layer that keeps those subscribers engaged, retained, and coming back.

This role completes our Retention Pod alongside the Head of Retention and an E-Commerce Copywriter. The Head of Retention sets strategy and direction. Our designer produces the visual assets needed, the Copywriter produces the copy. You build it, set it live, make sure it works, and report on what it does.

What You Own

• Build and manage all email and SMS flows in Klaviyo - welcome, post-purchase, pre-renewal, cancellation save, win-back, payment recovery, and any new flows the strategy requires
• Set up and manage all email and SMS campaigns - promotional sends, product launches, seasonal, upsell, and re‑engagement - on schedule and to brief
• Build and maintain audience segmentation across the subscriber base - behavioural, lifecycle‑stage, purchase history, and channel‑level segmentation that feeds into both flows and campaigns
• Following instructions from Head of Retention or Head of Growth, you will set up and run the A/B tests > e.g. on subject lines, send times, content variations, and offer structures. Ensure you set them up correctly, monitor them, and deliver a clear readout with a recommended action
• Own QA across every send - links, tracking, UTM parameters, render tests, deliverability checks, and list hygiene. Nothing goes live with an error
• Pull weekly or monthly performance reporting as needed. You should know key KPIs and how they impact the campaign e.g. open rates, click rates, revenue per recipient, flow performance by SKU, and other deliverability metrics
• Maintain the email and SMS calendar in coordination with the Head of Retention - planned sends, active tests, and ensure upcoming flow launches are always visible
• Stay current on Klaviyo updates, deliverability best practices, and retention trends - if there is a new feature or capability that is relevant, you bring it to the team
• Proven hands‑on Klaviyo experience - flows, campaigns, segmentation, and reporting. Not theoretical knowledge. You have built and managed accounts and can show the work
• E‑commerce or DTC background - you understand subscription economics, what churn costs, and how the lifecycle flows are structured to address each stage of the customer journey
• Strong QA discipline - you do not send emails with broken links, missing UTMs, or rendering issues. Your standard is zero errors before anything goes live
• Data literacy - you can read performance data, identify what it means, and make a clear recommendation. You are not a data scientist but you know what to do with an open rate and a revenue per recipient number
• Organised and calendar‑driven - you manage multiple brands and multiple sends in parallel without dropping anything
• Comfortable in a fast‑paced, remote, async team - you own your priorities and communicate proactively when something is at risk
• Shopify familiarity - understanding how our e‑commerce stack connects to Klaviyo and other retention relevant tech stack

Strong Advantages

• 3+ years Klaviyo SMS experience - building SMS flows and campaigns alongside email
• Subscription brand experience - working on retention for a brand with recurring billing, renewal cycles, and cancellation save flows
• Experience working closely with copywriters & designers
• Familiarity with Loop Subscriptions or similar subscription management platforms
• Experience across multiple brands or clients simultaneously

Competitive full-time salary based on experience. To be confirmed after application review.