Head of Retention, Email & SMS (Remote)

Ethnik Living; Los Angeles (CA); Hybrid; GBP 25,000 - 42,000; Full time

Job summary

Ethnik Living, a Los Angeles-based furniture brand, seeks a Head of Retention (Email & SMS) to own data-driven retention strategies across the customer lifecycle. You will lead campaigns in Klaviyo and Postscript, turning insights into personalized messaging that drives revenue and lifetime value.

You will develop lifecycle plans for diverse segments, build automated flows, and collaborate with Growth, Design and Product teams to ensure deliverability and regulatory compliance.

Qualifications

• 2+ years of hands-on experience in retention marketing, lifecycle marketing, CRM, or email and SMS marketing.
• Proven experience developing retention strategies for US-facing consumer brands.
• Advanced hands-on experience with Klaviyo and campaign management.
• Experience with Postscript or similar SMS platforms.
• Strong understanding of segmentation, personalization and lifecycle automation.
• Ability to develop retention campaigns, journeys and testing frameworks.
• Strong analytical skills to translate data into optimization decisions.
• Experience collaborating with designers, copywriters and marketing teams.
• Knowledge of US email/SMS compliance and deliverability.

Responsibilities

• Own email and SMS retention strategy across Klaviyo and Postscript, from onboarding to reactivation.
• Develop lifecycle strategies for segments: first-time buyers, returning customers, high-value clients, B2B.
• Build monthly retention plans aligned with product launches and promotions.
• Identify opportunities to improve engagement and lifetime value.
• Plan, execute and optimize email campaigns in Klaviyo and SMS in Postscript.
• Create automated flows: welcome, browse abandon, cart abandon, checkout abandon, post-purchase, win-back.
• Develop advanced segmentation based on purchase behavior and lifecycle stage.
• Create messaging strategies, briefs and testing plans for segments.
• Collaborate with Growth, Design, Product and Branding to craft campaigns.
• Build and format emails using brand assets.
• Maintain deliverability, list health, SMS consent and regulatory compliance.
• Analyze retention using revenue, LTV, repeat purchase rate, unsubscribe rates.
• Identify underperforming campaigns and flows; develop optimization plans.
• Plan structured A/B tests for subject lines, messaging, timing, and segmentation.
• Use behavior and cohort analysis to inform strategies and growth.
• Evaluate incremental impact and identify growth opportunities.
• Conduct competitor and customer feedback research for trends.

Skills

Retention marketing

Lifecycle marketing

Email campaign planning

SMS campaign management

Customer segmentation

A/B testing

Copywriting (US market)

Cross-team collaboration

Tools

Klaviyo

Postscript

Shopify Analytics

GA4

Google Sheets

Notion/Asana

AI tools

Job description

Ethnik Living, a Los Angeles-based furniture brand, seeks a Head of Retention (Email & SMS) to own data-driven retention strategies across the customer lifecycle. You will lead campaigns in Klaviyo and Postscript, turning insights into personalized messaging that drives revenue and lifetime value.

You will develop lifecycle plans for diverse segments, build automated flows, and collaborate with Growth, Design and Product teams to ensure deliverability and regulatory compliance.