Head of Retention (email / SMS) at eCommerce Growth Marketing Agency

1 month, 2 weeks ago
Full-time
Lead
Marketing and Growth
Right Hook Digital

Right Hook Digital

Right Hook Digital specializes in performance growth marketing, focusing on Facebook advertising to support eCommerce founders and direct-to-consumer brands in achieving significant growth and return on investment.

Media
51-250
Founded 2017

Description

  • Own the Retention department’s P&L and deliver gross profit growth against targets.
  • Monitor performance metrics such as client lifetime, churn, and retention rates and intervene early when needed.
  • Make resourcing and pricing decisions that protect margin and quality.
  • Lead and evolve the Retention product, including documentation, training, SOPs, and process decisions.
  • Drive innovation in lifecycle strategy, testing, and measurement.
  • Build and manage strong relationships with key retention clients and act as the main escalation point.
  • Support Strategists on campaigns and flows that improve revenue and retention.
  • Hire, develop, coach, and if necessary exit team members across the retention function.
  • Run consistent 1:1s, growth reviews, KPI reviews, and feedback loops using the company framework.
  • Collaborate with marketing, sales, Paid Social, Google, and operations to generate leads, support sales, and improve efficiency.

Requirements

  • Experience leading a retention, lifecycle, or CRM team, ideally in an agency setting.
  • Experience with P&L or revenue accountability.
  • Deep knowledge of email and SMS marketing.
  • Experience managing teams, not just individual contributors.
  • Commercial fluency with gross profit, utilization, retention rates, and pricing.
  • Comfort handling difficult client conversations and acting as an escalation point.
  • Strong candid feedback style and comfort working in an open, direct culture.
  • Systems-oriented mindset with a focus on fixing root causes.
  • Availability to work overlapping US hours in a globally distributed team.
  • Bonus points for experience with 7-8 figure DTC brands, hands-on Klaviyo experience, productizing a service offering, or supporting sales and marketing as a subject matter expert.

Benefits

  • Opportunity to lead an established retention business with real clients and an existing team.
  • Direct reporting line to the COO and access to senior decision-making.
  • Autonomy to shape the Retention service line and how it grows.
  • Investment and internal referral support from other service lines.
  • Work with a global team of 60+ in a distributed environment.

Interested in this position?

Apply directly on the company website

Apply Now

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