Job Description

About the Role 💭

What You'll Do 📧

Retention Strategy & Customer Lifecycle Analysis

Analyse repurchase behaviour by segment, including time between purchases, repeat purchase rate, and lifetime value, to understand where Quad Lock loses or retains customers

Identify the key lifecycle stages and moments where customers are most likely to lapse, and prioritise retention activity against them

Build a clear view of customer cohorts by purchase frequency and value, and use it to shape flow and campaign targeting

Set and track retention-specific targets (repurchase rate, time-to-second-purchase, win-back rate) and report on progress against them

Collaborate with the broader commercial team to connect on-site behaviour and customer segmentation, ensuring the retention strategy is grounded in actual customer data rather than assumptions

Campaign Planning & Execution

Plan and execute the send calendar, balancing promotional activity with lifecycle and content-driven sends

Brief and produce campaign emails end-to-end: copy, design briefing, build, testing, and scheduling

Coordinate campaign timing with performance marketing and ecommerce activity to avoid cannibalisation and maximise impact

Manage SMS campaigns and ensure SMS is used appropriately as a high-intent, low-frequency channel

Technical Integration & Platform Management

Support the technical integration of Klaviyo within the broader Shopify and Sanity CMS ecosystem, ensuring data flows correctly between platforms

Own Klaviyo's technical configuration: custom properties, event tracking, and integrations with third-party apps

Build and maintain sophisticated automation flows that go beyond standard templates, tailored to Quad Lock's customer journey and product range

Partner with the Development team on any custom tracking, data layer, or integration work required to support flows and segmentation

Segmentation & Database Health

Develop and maintain a segmentation framework that allows relevant, targeted communication at scale

Monitor list health: deliverability, open rates, unsubscribe rates, and spam complaint rates across regions

Manage suppression lists, sunset flows, and re-engagement campaigns to maintain a healthy, engaged database

Ensure compliance with email and SMS regulations across all active markets

What You'll Bring 🤝

Proven, hands-on experience in email marketing, CRM, or retention marketing, ideally within ecommerce or DTC

Proficient in Klaviyo: flow building, segmentation, A/B testing, and reporting

Advanced knowledge of sophisticated Klaviyo automation flows, including custom properties, event-based triggers, and third-party integrations

Strong copywriting ability with an understanding of how to write for different customer segments and lifecycle stages

Experience managing a send calendar across multiple campaign types and audiences

Working knowledge of email deliverability, list health management, and compliance requirements

Comfortable with data: can pull reports, interpret metrics, and form clear recommendations without needing someone to do it for them

Understanding of retention and lifecycle metrics: repurchase rate, time-to-second-purchase, LTV, and cohort analysis

Desirable

Experience with SMS marketing platforms (Klaviyo SMS, Attentive, Postscript or similar)

Exposure to multi-region or international email programmes with market-specific compliance considerations

Familiarity with Shopify and how ecommerce data flows into CRM platforms

Exposure to Sanity CMS

Experience briefing creative teams or producing basic email templates independently

Background in a product-led or technical consumer brand