Customer Retention Lead (Klaviyo Specialist) - Health & Fitness Wearables

The opportunity involves consolidating customer retention efforts across email, SMS, and onsite touchpoints for a health and fitness wearables company with 2.2 million historical customers and an active email base of 800,000+. The role focuses on closing the gap between silicone ring buyers and smart device adoption, with hundreds of silicone rings sold daily and a few dozen smart devices.

Key Responsibilities:

The Customer Retention Lead will:

• Own the end-to-end customer journey, including lead capture, nurture, abandoned cart, purchase, product education, and repeat engagement.
• Audit the current Klaviyo program within 30 days, covering flows, segmentation, list health, and deliverability, then produce a prioritized plan with clear targets.
• Define and report on key metrics: lead conversion, silicone-to-smart-device upsell rate, repeat purchase rate, LTV (Lifetime Value), list growth, and flow/campaign revenue.

Lifecycle Flows and Campaigns:

• Build, rebuild, and maintain Klaviyo flows for welcome, lead nurture, abandoned browse, cart/checkout, post-purchase, cross-sell, replenishment, re-engagement, winback, and sunset.
• Design the smart device onboarding sequence, including sizing kit, app setup, feature discovery, and HSA/FSA eligibility, ensuring new customers reach their first week of use.
• Plan email and SMS campaigns for product drops, seasonal moments (Valentine’s Day, wedding season, BFCM, holidays), and audience-specific programs for first responders, military, and athletes.
• Collaborate with Brand teams on creative briefs, QA, and copywriting to ensure timely campaign execution.

Segmentation, Data, and Testing:

• Develop a segmentation model for historical base, active base, silicone-only buyers, smart device owners, and non-purchasing leads, with distinct strategies for each.
• Run continuous A/B tests on subject lines, send times, offers, content, and flow logic, documenting results.
• Optimize list growth via onsite forms, pop-ups, SMS opt-ins, and lead magnets, ensuring high-quality paid leads.
• Maintain accurate integrations between Klaviyo, Shopify, Triple Whale, and GA4 for reliable attribution and reporting.
• Leverage AI tools to accelerate analysis, reporting, and workflow automation.