Lifecycle Retention Specialist

At Lilo Social, we are dedicated to scaling some of the most promising direct-to-consumer (DTC) brands. Our innovative approach combines creative strategy with impactful messaging to drive exceptional growth and ROI for our clients. We want you to be part of our growth.

This is a dynamic, dual-focus role that requires a blend of exceptional project management and deep, hands-on technical skills in email and SMS marketing. You will be the central point of contact between the client and our internal teams, ensuring strategies align with client goals, deliver measurable results, and maintain the highest standards of quality and timeliness. Your day-to-day will be serving as the primary client liaison and project lead, overseeing the development and execution of all email and SMS deliverables. You will also be working hands-on in email marketing, working on the deployment of campaigns and automations.

The ideal candidate has a deep understanding of e-commerce and DTC brands, has digital agency experience, and is looking to take ownership of client project delivery and the quality of the technical execution.

• Klaviyo & Platform Management: Directly manage, build, QA, and deploy email campaigns and SMS messages within Klaviyo (a non-negotiable requirement).
• Technical Build: Own the technical setup of marketing flows/automations (e.g., Welcome Series, Abandoned Cart), ensuring proper segmentation, trigger logic, and integration health.
• Quality Assurance (QA): Serve as the final technical checkpoint, rigorously testing deliverability, rendering, tracking, and segmentation before any email or SMS is deployed.
• Performance Monitoring: Proactively monitor key metrics (open rates, CTRs, conversion, ROI) and flag insights or anomalies to the Strategy team.

• Client Communication & Relationship: Serve as the main liaison, maintaining strong client relationships and translating their marketing needs into clear, actionable direction for the internal teams.
• Project Planning & Organization: Maintain comprehensive project plans and timelines for all assigned clients, managing priorities and deadlines to ensure the timely and high-quality delivery of all email and SMS assets.
• Internal Coordination: Coordinate daily with internal teams (Design, Content, Strategy) to ensure the required creative assets and copy are delivered on time and meet the technical specifications for deployment.
• Reporting Support: Organize performance data and help prepare audit/growth reports for Strategists to present to the client.

• Klaviyo Proficiency: You must have direct, hands-on experience managing, building, segmenting, and optimizing campaigns and flows within the Klaviyo platform for e-commerce/DTC brands.
• Digital Agency Experience: Proven experience in a fast-paced agency environment, managing multiple client accounts simultaneously.
• eCommerce / DTC Knowledge: Strong understanding of e-commerce business models and the critical role of email/SMS in the customer lifecycle.
• Proven Project Management Skills: Demonstrated ability to create and maintain project plans, manage complex timelines, and coordinate cross-functional teams (creative, strategy, tech) to hit delivery deadlines.
• Exceptional Communication: Experience in a client-facing role with the ability to clearly articulate technical requirements and manage constructive conversations both internally and externally.

Company Overview

Lilo Social is a full-funnel growth marketing agency focused on delivering best-in-class services. We work across the entire life cycle of the customer journey, covering content creation, ad production, paid media, conversion rate optimization, and email/sms marketing. Select clients include Cheribundi, Bauer, True Botanicals, Animal, SEEQ, VKTRY, NuFACE, Humantra, Half Magic, and more