Reports to: Head of Retention
Level: Individual contributor
Location: Remote, async-first
Commitment: Full time, dedicated to Rest. No other clients, no side accounts, no fractional arrangements.
The job:
Email and SMS are one of the largest revenue lines in this business, and they run on Klaviyo. We want one person who runs that account end to end, every day: the flows, the campaign calendar, the segments, the SMS programme, deliverability and the reporting. You plan the channel and you build it.
You are in Klaviyo every day. You read yesterday's results and change something because of it. If a week passes where you have not touched a flow, this is the wrong role.
How the work arrives:
You will be given the audience and the intent: who should hear from us, what they should hear, and why. Something like "lapsing second-purchase buyers, high churn risk, cross-sell angle." From there it is yours. You turn it into a live flow with the right splits, timing and email-to-SMS mix, brief our in-house creative team for design and copy, QA it and ship it. Then you report back what the data says, and you push back when a brief will not work inside the account.
What you own:
- The Klaviyo account. Flows, campaigns, forms, segments, SMS, integrations. Every send.
- The channel plan. Flow architecture and the campaign calendar, built from the briefs you receive and your own read of the account.
- Segment build. Implementing segment definitions in Klaviyo, keeping them accurate, flagging where the data does not support them.
- SMS as a real second channel, compliantly. US TCPA, opt-in hygiene, quiet hours. The liability lives with you.
- Deliverability. Authentication, reputation, inbox placement, spam and unsubscribe rates. Yours, not IT's.
- List health. Sunsetting, suppression, and the growth mechanics (forms, pop-ups) that feed the list.
- Testing and reporting. A/B tests with clean reads; weekly flow, campaign and SMS reporting the team acts on.
- Loyalty and referral touchpoints in Klaviyo. Building the moments the rewards programme defines.
What you do not own:
- Design and copy production: our in-house creative team. You brief and you QA.
- Rewards and referral programme strategy and targets: you build its touchpoints.
- Paid media and the website: elsewhere.
What success looks like:
- Flow and campaign revenue, email and SMS
- Deliverability health
- List health
- Execution quality: brief-to-live in days not weeks, zero-error sends, tests that end in a decision
First 90 days:
- Audit every live flow. Retire duplicates and dead flows. Document what is left and why.
- Deliverability baseline with numbers, and a fix list.
- SMS compliance check and a sending cadence.
- Weekly reporting cadence running.
First 6 months:
- Channel revenue up without leaning harder on discounts
- Flow architecture rationalised: everything live earns its place
- SMS grown into a second channel that pays its way
- Segments live in the account that match how people actually buy from us
Must have:
- 2+ years hands-on in Klaviyo, in production, as the person who builds. Conditional splits, profile properties, metric-triggered flows, segment logic, template management. You will show us live in a screen-share.
- Email and SMS in the same programme (Klaviyo SMS, Postscript or Attentive), with US compliance.
- Deliverability you have owned. SPF, DKIM, DMARC, warming, reputation recovery, sunsetting.
- A list at scale. Hundreds of thousands of profiles; a programme that reaches most customers most weeks.
- Solo channel operation. You have run the calendar, the build, the QA and the reporting yourself, as the day-to-day owner of the account.
- AI in the loop daily, with a view on where it helps and where it produces confident rubbish.
- Detail rigour under volume. Small errors compound in public.
Nice to have:
- DTC physical product, considered or high-ticket purchase
- Klaviyo integrations with Shopify, loyalty, reviews and returns apps
- Klaviyo certifications
- Postscript or Attentive alongside Klaviyo SMS
Not a fit if:
- Klaviyo is one tool you have used, not the one you live in.
- Email-only, SMS as a side channel.
- You treat deliverability as someone else's problem.
- You would rather brief a builder than be the builder.
- You are splitting attention across brands or clients.
