Head of Retention (Email & SMS)

Ethnik Living is a Los Angeles-based furniture and home décor brand offering distinctive, thoughtfully designed pieces for residential and commercial spaces across the United States.

Role

We're looking for a Head of Retention (Email & SMS)

to own and develop data-driven retention strategies across our customer lifecycle, with a focus on email marketing, SMS, and customer engagement.

You'll lead our retention efforts using Klaviyo and Postscript

, turning customer insights, purchase behavior, and performance data into personalized campaigns that drive revenue, strengthen customer relationships, and improve customer lifetime value.

Key Responsibilities

Retention Strategy & Lifecycle Ownership

- 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.

Email & SMS Campaign Management

- Plan, execute, and optimize email campaigns in Klaviyo and SMS campaigns in Postscript.
- Build and optimize automated flows, including welcome, browse abandonment, cart abandonment, checkout abandonment, post-purchase, and win-back sequences.
- Develop advanced customer segmentation based on purchase behavior, engagement, preferences, and lifecycle stage.
- Create compelling messaging strategies, campaign briefs, and testing plans for different customer segments.
- Collaborate with Growth, Graphic Design, Product, and Branding teams to develop effective campaign creatives and messaging.




- Build and format emails in Klaviyo, using approved brand assets and layouts.
- Maintain strong email deliverability, list health, SMS consent management, and compliance with applicable marketing regulations.

Performance Analysis & Optimization

- Analyze retention performance using metrics including attributed revenue, revenue per recipient, conversion rate, repeat purchase rate, customer lifetime value (LTV), and unsubscribe rates.
- Identify underperforming campaigns, automated flows, and customer segments, and develop strategies to improve results.
- Build structured A/B testing plans for subject lines, messaging, creative, offers, timing, and segmentation.
- Use customer behavior, cohort analysis, and performance data to inform retention strategies and improve marketing effectiveness.
- Evaluate the incremental impact of retention activities and identify opportunities for sustainable revenue growth.
- Conduct competitor retention research and analyze customer feedback, purchasing patterns, and market trends.

Requirements

What we're looking for

- 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.
- A proactive, organized approach and the ability to manage multiple retention initiatives independently.
- A portfolio or case studies demonstrating retention strategy ownership and measurable results.

Nice to Have

- 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.

Tech Stack Experience with the following tools or equivalent platforms is valuable:

- Klaviyo
- Postscript
- Shopify Analytics
- Google Analytics 4 (GA4)
- Google Sheets or Excel
- Notion, Asana, or similar project management tools
- ChatGPT, Claude, or comparable AI tools

Location:

Remote

Contract Type:

Contract

Compensation:

USD 3,000-5,000 per month

📌 Head of Retention (Email & SMS) (México)
🏢 ETHNIK LIVING
📍 México