Retention & Email Marketing Specialist

About the Company

We're a multi-brand, 8-figure DTC operation. We sell across Shopify, Amazon, TikTok Shop, and a subscription model (Recharge), with real paid-media scale behind every brand. Acquisition is handled. The gap — and the opportunity — is retention. We run a subscription business, and every point of churn we claw back and every dollar of LTV we add drops straight to contribution. This role owns those numbers.

About the Role

You own the entire owned-channel relationship with our customers after the first purchase — email, SMS, and the subscription lifecycle across all brands.

Responsibilities

• Klaviyo, top to bottom. Build, test, and maintain every automated flow: welcome, browse/cart/checkout abandonment, post-purchase, replenishment (supplements live and die on reorder cadence), winback, and sunset. Not set it and forget it — continuously improving flows off the data.
• AI-driven automation. Build and run marketing automation workflows that use AI — dynamic segmentation, send-time and content optimization, predictive churn/LTV signals, and generative drafting to ship and iterate faster. We expect you to use AI as a force multiplier, not a buzzword.
• Subscription retention & churn. This is a subscription business. Own subscriber churn, retention curves, and LTV as your primary KPIs. Build the save, pause-recovery, dunning, and reactivation programs that move a Recharge subscriber from cancel-intent back to rebilling.
• SMS as a real channel. Run SMS with the same rigor as email — compliant list growth, segmented sends, full flow coverage, revenue per recipient.
• Segmentation & personalization. Cut the list by brand, product, purchase count, subscription status, and LTV band. Right message, right cohort, right moment.
• Customer surveys & data-driven optimization. Run customer surveys (post-purchase, churn/exit, NPS) and combine that voice-of-customer data with marketing data to decide what to build, test, and kill. Optimization is driven by evidence — customer data + marketing data — not opinion.
• Testing culture. Everything is a test. Own a running A/B roadmap across subject lines, offers, cadence, creative, and flow logic. Document wins and roll them into a repeatable playbook.
• Campaign calendar. Own the promotional and content calendar across brands. Coordinate offers with paid and ops so email/SMS reinforces rather than cannibalizes.
• Deliverability & list health. Own sender reputation, deliverability, list hygiene, and consent. Keep us in the inbox.
• Reporting & planning cadence.
• Weekly report: flow revenue, campaign performance, churn, retention, LTV, and live A/B tests — with a clear read on what moved, what you learned, and what you're changing next.
• Monthly plan: a documented plan to scale and improve — priorities, tests to run, forecast impact on churn and LTV, and results vs. the prior month.

Qualifications

• 4+ years running retention/email marketing across multiple high-volume DTC brands — not a side project.
• Deep, hands-on Klaviyo experience. You've built the flows yourself, written the segments, run the tests, and can talk specifics about what worked and why. Non-negotiable.
• SMS marketing experience (Klaviyo SMS, Postscript, Attentive, or similar).
• Subscription / Recharge experience — you understand subscription lifecycle, dunning, churn mechanics, and save flows.
• Comfort using AI tools in a real marketing workflow to automate, personalize, and move faster.
• Fluent with the metrics — LTV, churn, retention cohorts, revenue-per-recipient, flow vs. campaign attribution. You reason in numbers.
• You act on data — customer survey insight and marketing data drive your decisions.
• Copy instincts — you can write and edit email/SMS that converts, or direct it tightly.
• Self-directed. We move fast and give ownership early. Take a goal (cut churn), build the plan, ship — no handholding.

Preferred Skills

• Supplement, health, wellness, or pet vertical experience.
• Shopify + Amazon multi-channel exposure.
• Comfort with basic Liquid/HTML in Klaviyo templates.
• Experience across a multi-brand portfolio.