Head of Retention (email / SMS) at eCommerce Growth Marketing Agency
RemoteUnited States or Australia
Job Summary
Own the Retention department's P&L and gross profit targets, monitoring metrics like churn and lifetime value to drive margin-protecting resourcing decisions. Lead Group Leaders, Strategists, and Specialists as an S-leader, managing hiring, development, and exit interviews while enforcing the "Retention Way" through SOPs and performance reviews. Serve as the primary escalation point for key clients, guiding campaign execution and proactively hunting feedback to improve retention rates. Collaborate with Paid Social and Google units to drive internal referrals and partner with the COO to lift utilization and billable income. Manage lifecycle strategy innovation and testing to ensure world-class product delivery for 7-8 figure DTC brands.
Required Qualifications
- You've led a retention, lifecycle, or CRM team
- ideally in an agency
- ideally with P&L or revenue accountability
- You know email and SMS deeply
- You need to know world-class work from adequate work in about ten seconds
- You need to be able to explain the difference
- You've managed teams
- not just individual contributors
- You're commercially fluent
- gross profit, utilization, retention rates and pricing are tools you use
- not concepts you've heard of
- You're comfortable being the escalation point
- Hard client conversations don't rattle you
- You give and receive candid feedback well
- Our culture runs on openness
- a leader who softens everything won't work here
- You default to systems
- When something breaks twice, you fix the process
- not just the instance
- You're happy working overlapping US hours
- in a globally distributed team
Desired Qualifications
- experience with 7-8 figure DTC brands
- hands-on Klaviyo history
- a track record building or productising a service offering
- experience supporting sales and marketing as a subject matter expert
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