Retention & E-commerce Manager (South Africa–based only) · Remote · R360,000–R600,000/year (≈ €18,400–€30,600)

This is a remote position.

"Owned channels are not just a retention tool here — they are the primary trust-building mechanism across the entire consideration journey."

The moment
This role owns every owned-channel touchpoint between first click and long-term customer loyalty — email, SMS, WhatsApp, direct mail, and on-site e-commerce on Shopify. In a business where customers spend €500–€3,000 and take weeks to decide, those channels are not supplementary. They are where trust is built, hesitation is addressed, and the decision to buy is made.

The challenge is specific: four languages, four markets, and a product ecosystem that’s expanding with a major launch in 2026, with further market expansion to follow. Getting the timing, tone, and relevance right across a multilingual audience — knowing when to educate, when to entertain, and when to sell — is the core skill this role demands. You’ll build the owned-channel infrastructure for a brand entering its most ambitious phase.

You’re not running campaigns. You’re building the trust infrastructure that turns a €500 first purchase into a €3,000 relationship.

The role
What you’ll own

01
Klaviyo & Email You own the full Klaviyo architecture: flows, segmentation logic, list health, and deliverability. You build every sequence — welcome, consideration nurture, post-purchase, win-back, upsell — across all four languages, and you write every line of copy yourself. The graphic designer executes your Figma-ready briefs; the strategy, structure, and words are yours.

02
Shopify & On-Site You manage on-site merchandising end-to-end: collections, product pages, metafields, cross-sells, upsells, and discount mechanics. You run the promotional calendar, maintain multilingual product copy, and identify conversion friction — then brief the Tech Lead on fixes. You move independently on the platform without waiting for a developer.

03
SMS, WhatsApp & Direct Mail You manage subscriber lists, campaign logic, and automation flows across SMS and WhatsApp — reserved for high-intent moments: product launches, order milestones, community drops. Direct mail is deployed for the premium occasions that warrant physical presence. You coordinate paid-to-owned flows with the Performance Strategist and own list growth across every touchpoint.

04
Lifecycle & Upsell Strategy You map the full customer journey across the product ecosystem — from first trolley or bag to accessories to a future upgrade — and design intelligent upsell logic for each stage. You identify high-value segments, treat them differently, and build communication plans with a measurable effect on AOV and LTV. AI tools are standard workflow here, not experiments.

What good looks like
The measure of success, by chapter

First 30 days
Complete picture, clear priorities You’ve audited the full Klaviyo setup, SMS and WhatsApp status, and Shopify merchandising. Every multilingual content gap is identified and prioritised. The next 8 weeks of campaigns are mapped before the month is out.

First 90 days
Infrastructure live, rhythm established Core flows are rebuilt or optimised and running in all four languages. Lead capture mechanics are reviewed and the list is growing month-on-month. A consistent weekly campaign rhythm is in place across all markets.

Weekly KPIs
The numbers that matter Email-attributed revenue, repeat purchase rate, and Shopify conversion rate on key product pages — tracked every week without prompting. These are not reports; they are the pulse you own.

Requirements

WHO YOU ARE

The person we’re looking for

Klaviyo expert with proof.
You’ve built complex flow architecture from scratch, manage segmentation independently, understand deliverability, and have measurable results — revenue attribution, open rates, list health — from flows you personally owned, not inherited.

Shopify-fluent, not Shopify-familiar.
Metafields, automated collections, discount mechanics, product page structure, basic theme editing — you move without needing a developer. You know where the platform helps you and where it fights you.

A copywriter first.
You write subject lines, preview text, body copy, and CTAs that perform for a premium brand. Your writing adapts across lifecycle moments — a nurture email feels nothing like a win-back, and both feel unmistakably like the brand you're representing.

You understand the long consideration window.
A customer spending €1,500 on a trolley takes weeks to decide. You build trust over time — not urgency and discounts — and you have real campaigns to show what that looks like in practice.

Multilingual content owner.
You manage communication in English, Dutch, German, and French with working proficiency in at least two beyond English. You brief for translation intelligently and know what gets lost when the brief isn't tight enough.

Lead generation strategist.
You’ve grown email and SMS lists through deliberate mechanics — offer design, placement, timing, and testing — not just by switching on a popup and calling it done.

Upsell architect with evidence.
You’ve built product journeys that increase AOV and LTV and you can show what you built, what changed, and why it worked. The logic is yours, not a template you inherited.

AI-native by default.
You use Claude, Klaviyo AI, and other tools as standard workflow — briefing once and producing in four languages efficiently. This is how you stay lean and move fast, not a skill you’re still developing.

Ready?
The brand is ready
for you.

We review every application personally. The process takes 2–3 weeks. We move at a pace because good candidates don't wait.

Step 01
Send us your cover letter and CV.

Step 02
Do a specific assignment for the role.

Step 03
Talk to the team.