The Opportunity
We’re looking for a results-driven CRM & Retention Marketing Specialist to lead and optimize our customer engagement strategy across email and messaging platforms. You’ll take full ownership of our Klaviyo setup and drive personalized, high-performing campaigns and flows across the customer lifecycle. This is a strategic and executional role — ideal for someone who thrives in a data-driven environment and is confident working independently while collaborating with a wider marketing team.
You’ll report directly to the Marketing Director and play a key solo role within our performance-driven team.
Key Responsibilities
· Build, manage, and optimize automated email flows (e.g., welcome, cart abandonment, post-purchase, win-back) using Klaviyo.
· Launch segmented email campaigns to support promotions, product launches, and seasonal events.
· Plan, execute, and optimize WhatsApp marketing campaigns using Chatarmin or similar platforms.
· Manage customer segmentation, personalization, and lifecycle journeys across both email and WhatsApp channels.
· Conduct regular A/B testing and continuously improve based on data-driven insights.
· Monitor and report on campaign performance metrics including open rate, CTR, conversions, and revenue attribution.
· Collaborate with content, design, and paid media teams to ensure consistent branding and integrated execution.
· Ensure compliance with regional data privacy laws and opt-in best practices for all communications.
· Stay updated on CRM and WhatsApp marketing best practices and platform updates
Success Metrics / KPIs
· Email-attributed revenue per campaign and flow
· Flow conversion rate by segment and journey
· WhatsApp click-through rate and opt-out rate
· Campaign open rate (email & WhatsApp)
· List growth and health (engagement rate, unsubscribe, bounce rate)
· A/B test learnings and improvements implemented monthly
Tools & Platforms
· Must-have: Klaviyo (CRM), Shopify (e-commerce CMS)
· Experience with any of the following for WhatsApp marketing is highly desirable: Chatarmin, Twilio, Zoko, WATI, Interakt
· Domain of Google Analytics or similar reporting tools
Requirements
· 2–3 years of hands-on CRM experience, including building and optimizing Klaviyo flows and campaigns.
· Experience running WhatsApp campaigns using Chatarmin or similar.
· Strong knowledge of customer segmentation, lifecycle marketing, and retention strategy.
· Proficiency with Shopify or similar e-commerce platforms.
· Strong analytical mindset and ability to interpret performance data with confidence.
· Basic knowledge of HTML and inline CSS for email template editing and troubleshooting.
· Familiarity with Liquid templating language is a plus.
· Creative designing knowledge using Photoshop, Canva and other AI tools are also must haves
· Awareness of data privacy and opt-in best practices for email and messaging platforms.
· Detail-oriented, self-motivated, and proactive communicator.
· E-commerce or DTC brand experience is highly preferred.
