Job Description
About the Company
Our client is a fast-growing luxury haircare brand generating over $30 million in annual revenue, currently on pace for $50 million with a lean team of just 12 people across the US and Europe. It creates premium, Swiss-made products developed specifically for fine hair.
In just a few years, the brand has grown into a $30M+ business serving the US market, with much bigger ambitions ahead. What makes it different isn't just how quickly it has grown, it's how the company is being built. The client believes a small team of exceptional people, given meaningful ownership and the freedom to execute, can accomplish extraordinary things:
- Small team, big responsibility: Everyone plays an important role, and every contribution genuinely matters.
- Direct access to leadership: Work closely with the people making decisions, without unnecessary layers of management.
- Freedom to improve things: Fresh ideas, thoughtful experimentation, and people who question how things have always been done are welcome.
- A high-performance culture: Initiative, accountability, clear communication, and meaningful results are valued.
- Opportunity to grow: As the business expands, the people who help build it grow alongside it.
Role Overview
This is a full-time, fully remote Email Marketing & Lifecycle Strategist role for US-based candidates working US business hours. It will initially be structured as a 1099 contractor engagement, including a health and dental benefits stipend, with a planned transition to W-2 employment.
Most brands spend a fortune convincing someone to buy once. The real opportunity is giving them a reason to come back. This person will help shape what happens after someone discovers the brand, from the first interaction to the first purchase, product education, subscription renewals, and beyond. They'll work directly with the Executive Director of Operations, alongside the lead copywriter, designer, and technical team, to understand customer behavior, improve the experience, and develop smarter ways to drive retention and repeat purchases.
They'll help answer questions that actually matter:
- What makes a first-time customer come back for a second purchase?
- How do new subscribers become loyal, long-term customers?
- Why do customers cancel, and what could be done differently to keep them?
- How can the emails be more helpful, relevant, and effective?
- What should be tested next to improve retention and lifetime value?
Their ideas won't sit in a presentation waiting for approval. They'll test them, measure the impact, and see how they influence a multimillion-dollar business. The client doesn't require someone who has managed an entire lifecycle program before. It's looking for someone naturally curious about customer behavior, analytical, creative, and excited to take on increasingly meaningful responsibilities.
What They'll Be Working On
This person won't be expected to own all of this independently on day one. They'll start by learning the existing systems, collaborating with the team, and taking responsibility for recurring projects, then lead more of the strategy and experimentation as they demonstrate their abilities.
1. Email Marketing & Campaign Strategy
- Help plan and manage the email marketing calendar, including promotions, product education, launches, and seasonal campaigns.
- Develop campaign concepts, messaging angles, and customer segmentation strategies.
- Collaborate with the lead copywriter and designer to turn ideas into compelling, high-performing emails.
- Coordinate campaign briefs, builds, QA, scheduling, and launches in Klaviyo.
- Tailor messaging and offers to different customer groups based on behavior, preferences, and purchase history.
- Review campaign performance to understand what's resonating and where to improve.
2. Lifecycle Marketing & Customer Journeys
- Help manage and improve Klaviyo flows, including welcome sequences, abandoned checkouts, post-purchase education, replenishment, and winback.
- Identify opportunities to make communication more relevant, helpful, and personalized.
- Develop ideas that help customers understand the products, build consistent routines, and know what to expect from their purchases.
- Review how campaigns and automated flows work together to create a consistent customer experience.
- Improve segmentation, messaging, timing, and customer journeys based on behavioral and purchase data.
- Identify gaps in the existing lifecycle program and recommend new flows or improvements.
3. Subscription Retention & Customer Loyalty
Subscription is a major part of the business, and improving the experience across renewals, cancellations, and reactivations is one of the biggest opportunities.
- Help improve the subscriber journey, from initial signup through upcoming orders, renewals, cancellations, and reactivation.
- Analyze why customers cancel, whether it's excess product, pricing concerns, inconsistent usage, or uncertainty about results.
- Develop and test retention strategies, including renewal reminders, personalized offers, delivery-frequency adjustments, skips, and cancellation alternatives.
- Work with the subscription platform to improve customer communication and retention experiences.
- Collaborate with the customer experience team to understand recurring questions, frustrations, and cancellation reasons.
- Help customers recognize the value of staying subscribed through better education, relevant benefits, and thoughtful communication.
- Track how changes influence renewal rates, cancellation rates, repeat purchases, and customer lifetime value.
4. Analytics, Testing & Experimentation
- Monitor campaign and flow performance, including engagement, conversion, revenue, and customer behavior.
- Analyze retention metrics, repeat purchase rates, subscription renewals, cancellations, and reactivation.
- Help maintain a structured testing calendar with clear hypotheses, success measures, and learnings.
- Run A/B tests across subject lines, messaging, offers, timing, segmentation, and customer journeys.
- Compare test results, identify meaningful patterns, and recommend what to try next.
- Research how successful beauty, haircare, skincare, and subscription brands approach lifecycle marketing.
- Present findings and recommendations in a clear, practical way that helps the team make decisions.
5. AI, Automation & Process Improvement
- Explore AI tools and automation opportunities that make campaign planning, reporting, and execution more efficient.
- Identify repetitive tasks or inefficient workflows that could be simplified.
- Help improve how campaign briefs are organized, tests are tracked, and learnings are documented.
- Suggest tools and processes that improve the quality, speed, and consistency of the work.
Who They're Looking For
- Naturally curious about why customers buy, what makes them come back, and why they sometimes leave.
- A strong interest in email marketing, customer retention, and the psychology behind effective messaging.
- Analytical, and enjoys digging into performance data to understand what's working and what isn't.
- Creative, and regularly thinks of ways brands could improve their marketing or customer experience.
- Understands the fundamentals of email marketing, including messaging, segmentation, timing, offers, and customer journeys.
- Comfortable learning and using platforms such as Klaviyo, Shopify, and subscription management tools.
- Appreciates good copywriting and understands how messaging influences customer behavior.
- Organized, detail-oriented, and dependable when it comes to executing campaigns and managing deadlines.
- Proactive, receptive to feedback, and comfortable taking ownership without needing constant direction.
- Tech-savvy, interested in AI and automation, and quick to learn new tools.
They don't need to have built an entire lifecycle program or independently managed a retention strategy. The client cares about what they've contributed, how they approach problems, and the ideas they're excited to explore.
What's In It for the Right Person
- Real influence on customer experience and revenue: Their work helps determine how the company communicates with customers, improves subscription retention, and grows revenue from the existing customer base, with the commercial impact of their ideas visible firsthand.
- Accelerated career development: Hands-on experience across email marketing, CRM, customer psychology, subscription retention, experimentation, and ecommerce analytics, with a broader understanding of lifecycle marketing than a narrowly defined email execution role provides.
- Direct mentorship from experienced teammates: Close work with the Executive Director of Operations, lead copywriter, and designer, with guidance and feedback as they learn the business and take on more ownership.
- Room to experiment and bring their own ideas: The client doesn't want someone who simply schedules emails forever. It wants someone who asks why customers behave the way they do, develops hypotheses, runs thoughtful tests, and finds better ways to do things.
- Performance-based rewards: Strong contributions are recognized and rewarded, with opportunities for performance bonuses tied to results.
- Remote flexibility and benefits: Work remotely from anywhere in the US, with unlimited PTO, a health and dental stipend, and opportunities for company trips and team events.