Email & SMS Automation Specialist

Scale Army Careers; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Scale Army Careers is seeking an Email & SMS Automation Specialist to manage and optimize CRM-driven campaigns for a growing DTC brand. You will translate strategy with the Marketing Director into effective email and SMS programs, maintain automations, build segments, and troubleshoot the CRM ecosystem.

Fully remote role with PST business hours; 2–4+ years of experience in email/SMS marketing and strong Klaviyo proficiency are required.

Qualifications

• 2–4+ years in email marketing and SMS marketing.
• Hands-on Klaviyo or comparable platform experience.
• Demonstrated ability to build/manage automated flows.
• Experience troubleshooting CRM campaigns and automations.
• DTC/e-commerce experience required; Shopify a plus.

Responsibilities

• Build, maintain, and optimize email and SMS campaigns and automated customer journeys.
• Manage lifecycle flows: Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Cross-Sell, Win-Back, Reactivation.
• Configure triggers, timing, audience rules, exclusions, personalization, and flow logic.
• Monitor communications to ensure timely, relevant messages across journeys.
• Identify opportunities to improve automations and create new flows as needed.
• Collaborate with Marketing Director and teams to ensure assets are ready and aligned.

Skills

Triggers & segmentation

QA & testing

Attention to detail

Independent work

A/B testing

HTML/CSS basics

Tools

Klaviyo

Shopify

Attentive

Postscript

Yotpo

Okendo

Job description

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is a growing DTC e-commerce brand focused on strengthening its CRM and retention efforts through email, SMS, automated customer journeys, and loyalty engagement.

Role Overview

The Email & SMS Automation Specialist will manage and optimize the systems, campaigns, and automated customer journeys that support the brand’s CRM and retention efforts.

This role sits between strategy and execution. The Email & SMS Automation Specialist will work closely with the Marketing Director to translate campaign direction into effective email and SMS programs, manage and optimize existing automations, build and maintain customer segments, and troubleshoot issues across the CRM ecosystem.

Location

Fully Remote | 9:00 AM - 5:00 PM PST

Key Responsibilities

Email & SMS Automation

• Build, maintain, and optimize email and SMS campaigns and automated customer journeys.
• Manage existing lifecycle flows including Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Cross-Sell, Win-Back, Reactivation, and other relevant journeys.
• Configure triggers, timing, audience rules, exclusions, personalization, and flow logic.
• Monitor automated communications to ensure customers receive the right messages at the right stage of their journey.
• Identify opportunities to improve existing automations and customer journeys.
• Support the development of new flows as business needs evolve.

Klaviyo & CRM Platform Management

• Work extensively within Klaviyo to build campaigns, manage flows, create segments, and troubleshoot issues.
• Manage customer segments based on purchase behavior, engagement, lifecycle stage, and other approved criteria.
• Maintain suppression rules, exclusions, and audience logic.
• Monitor how different campaigns and automated flows interact with one another.
• Troubleshoot overlapping communications, incorrect triggers, unexpected send timing, and audience conflicts.
• Collaborate with internal stakeholders and technology partners when issues require additional support.

Loyalty & CRM Engagement

• Build and manage loyalty-related customer segments based on loyalty status, purchase behavior, engagement, and customer value.
• Support automated journeys designed to encourage repeat purchases, reward loyalty, and re-engage existing customers.
• Incorporate loyalty data and customer attributes into email and SMS personalization and targeting.
• Monitor loyalty-related campaigns and flows and identify opportunities to improve engagement and performance.

Campaign Execution

• Translate approved marketing direction into email and SMS campaigns.
• Manage campaigns from build through QA, scheduling, deployment, and reporting.
• Coordinate with Creative and Marketing teams to ensure copy, creative, offers, links, and other required assets are available.
• Ensure campaigns are executed according to established schedules and priorities.

Testing & Optimization

• Support A/B testing across subject lines, messaging, creative, send times, offers, segmentation, and flow logic.
• Monitor campaign and flow performance and identify opportunities for improvement.
• Review engagement, conversion, revenue, and other relevant performance metrics.
• Make practical recommendations to improve campaign and automation performance.
• Apply learnings from testing and performance data to future campaigns and flows.

Quality Assurance & Deliverability

• Conduct thorough QA across email and SMS campaigns before deployment.
• Verify links, personalization, segmentation, exclusions, promotional details, and formatting.
• Monitor basic deliverability and list health indicators.
• Ensure campaigns follow appropriate consent, suppression, and platform requirements.
• Identify and resolve campaign issues before they reach customers.

Cross-Functional Collaboration

• Work closely with the Marketing Director to execute CRM priorities.
• Collaborate with Creative, Ecommerce, Merchandising, and Customer Experience teams.
• Communicate campaign status, issues, performance insights, and recommendations clearly.
• Keep CRM projects and recurring campaign schedules organized and on track.

Qualifications

Experience

• 2–4+ years of experience in email marketing and SMS marketing.
• Strong hands-on experience with Klaviyo or a comparable email/SMS marketing platform.
• Demonstrated experience building and managing automated email and/or SMS flows.
• Experience troubleshooting CRM campaigns and automation workflows.
• Experience managing recurring email and SMS campaigns from build through deployment.
• Experience working with loyalty or rewards programs and incorporating loyalty data into CRM campaigns.
• DTC/e-commerce experience is required.
• Shopify experience is a plus.

Skills

• Strong understanding of triggers, segmentation, exclusions, suppression rules, personalization, and campaign scheduling.
• Strong attention to detail and commitment to thorough QA.
• Ability to work independently while taking direction from marketing leadership.
• Experience with A/B testing and campaign optimization is a plus.
• Basic HTML/CSS knowledge for email troubleshooting is a plus.
• Experience with Attentive, Tapcart, Yotpo, Okendo, Postscript, or similar platforms is a plus.
• Familiarity with customer analytics and reporting tools is a plus.
• Strong written and verbal communication skills.

What Success Looks Like

• Email and SMS campaigns are built and deployed accurately and on schedule.
• Automated flows function correctly and customers receive appropriate communications throughout their lifecycle.
• Campaign conflicts, audience issues, and automation errors are identified and resolved proactively.
• CRM campaigns are continuously tested and optimized based on performance data.
• The Marketing Director can rely on the Email & SMS Automation Specialist to independently manage the technical and operational side of the email and SMS program.

Opportunity

This role offers the opportunity to take hands‑on ownership of the technical and operational execution of the brand’s email and SMS program. The Email & SMS Automation Specialist will work across campaigns, automated customer journeys, segmentation, loyalty engagement, testing, QA, and CRM optimization while collaborating closely with the Marketing Director and other internal teams.