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

23 hours, 56 minutes ago
Australia, New Zealand
Full-time
Lead
Email Marketing Manager
Marketing and Growth
CRM Email Marketing
Apply Now
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
View All Jobs 11

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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