oats

Most retention hires inherit a Klaviyo account and a content calendar. This one inherits an entire customer journey, a 50 person growth team to plug into, and a real shot at building out a function (and eventually a team) from the ground up.

If you've ever been frustrated managing a flow calendar for someone else's strategy, this is the flip side: you set the strategy, an external agency executes it, and you're the one who decides what's working and what gets killed.

WHO THEY ARE

A fast growing, premium DTC cookware brand that's obsessed with customer experience over quick wins. They move fast, operate lean, and expect ownership rather than coordination. Unlike most retention roles in this space, this isn't a subscription business, so you'll be building lifecycle strategy for a repeat purchase model rather than recycling subscription playbooks.

Lean, high accountability culture
Direct access to leadership, no layers
Core lifecycle flows already live, so you're optimising and expanding, not starting from zero
Genuine appetite to invest in loyalty, subscription pilots, and new retention plays

This is a full time, remote role open to candidates based in Europe, the UK, or Dubai.

WHAT'S IN IT FOR YOU

Report straight to the CMO. No layers between your strategy and the person who greenlights it.
A real path to management. As the retention function grows, this role is designed to evolve into a leadership position with a team underneath it. You're not joining an established department, you're building it.
Own the outcome, not the execution. An external agency handles day to day execution. Your job is strategy, judgement, and holding them accountable, not sitting in Klaviyo building flows yourself.
Cross functional reach from day one. You'll work directly with paid media, growth, tech, and support to understand where every customer comes from and where they drop off.
A category where the basics are already covered. Abandoned cart, browse abandonment, and post purchase flows are live, so you start from a working baseline and go straight to optimisation and new territory.

WHAT YOU'RE GETTING INTO

Own retention revenue, repeat purchase rate, and LTV across the full customer base, before and after purchase.
Run and evolve every lifecycle flow: onboarding, abandoned cart, browse abandonment, post purchase, win back.
Set the strategy and creative direction for the email/SMS agency executing on your behalf, and approve every piece of copy before it ships.
Diagnose why campaigns and flows perform the way they do, and turn that into a clear call on what to test, scale, revise, or kill.
Own segmentation, suppression, sender reputation, and list health, balanced against revenue targets rather than short term sends.
Design retention programs from scratch, including loyalty and potential subscription plays, for a brand built outside the subscription model.
Partner with CX and creative to close the education gaps that drive returns and customer confusion.
Build reporting that gives the CMO full visibility into revenue contribution, flow performance, and deliverability health, and forecast where the channel is headed next.

WHO YOU ARE

You have 4+ years running email/SMS for a DTC ecommerce brand.
You've owned retention performance for an 8 figure brand, not just contributed to someone else's strategy.
You've driven measurable growth in repeat purchase rate and customer LTV.
You understand deliverability, sender reputation, and segmentation at a technical level, not just a reporting level.
You've managed an agency or vendor as the strategic owner, setting direction and holding them to it, not just liaising with them.
You're comfortable turning data into calls that other people then execute against.
You think like an owner: you set direction, you don't wait for it.
You're highly organised, proactive, and used to operating with a lot of autonomy.

Bonus if you've:

Worked with kitchen, home, or premium physical product brands.
Built retention strategy outside a heavy subscription model.

WHAT SUCCESS LOOKS LIKE

30 days: You've audited every live flow and the agency's current output, mapped the full customer lifecycle end to end, and flagged quick wins in deliverability and segmentation.

60 days: You've shipped the first round of tests on the highest impact flows, formed a clear point of view on winning versus losing messaging angles, and tightened the agency's workflow and review cadence.