Retention&E-commerce Manager (South Africa–based only) · …, Soweto

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."

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 buyis 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.

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

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 First 30 days 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 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 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

Klaviyo expert with proof : 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.

Shopify‑fluent, not Shopify‑familiar : Metafields, automated collections, discount mechanics, product page structure, basic theme editing — work without a developer.

A copywriter first : Write subject lines, preview text, body copy, and CTAs that perform for a premium brand. Adapt writing across lifecycle moments.

Understanding of long consideration window : Build trust over time, not urgency and discounts, and have real campaigns to prove it.

Multilingual content owner : Manage communication in English, Dutch, German, and French with working proficiency in at least two beyond English. Brief for translation intelligently.

Lead generation strategist : Grew email and SMS lists through deliberate mechanics— offer design, placement, timing, and testing.

Upsell architect with evidence : Built product journeys that increase AOV and LTV and can show what was built, what changed, and why it worked.

AI‑native by default : Use Claude, Klaviyo AI, and other tools as standard workflow — briefing once and producing in four languages efficiently.

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