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Retention Account Manager

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Lilo Social

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Location:
Mexico

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Category:
-

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

As an Retention Account Manager at Lilo Social, you will serve as the primary retention marketing contact for 7-10 client accounts, ensuring seamless execution and delivery of email and SMS programs. You will bridge the gap between strategic vision and tactical execution, coordinating with designers, copywriters, and strategists to deliver high-quality retention campaigns that drive repeat purchases and customer lifetime value. This role requires exceptional organizational skills, deep platform expertise, and the ability to build trusted client relationships through reliable communication and flawless execution.

Job Responsibility:

  • Serve as the primary day-to-day contact for retention marketing across 7-10 assigned client accounts, managing all communication via Slack and email
  • Prepare for and participate in client calls (monthly or bi-weekly), providing retention performance updates, execution status reports, and tactical recommendations while supporting senior strategists
  • Translate client retention goals and strategic direction into clear, actionable deliverables for internal teams including designers, copywriters, and developers
  • Manage end-to-end project coordination in Asana, creating tasks, tracking progress, and ensuring on-time delivery without managing team capacity or resource allocation
  • Conduct comprehensive QA on all email campaigns, SMS messages, and lifecycle flows before launch to ensure accuracy, functionality, brand consistency, and technical performance
  • Monitor retention performance metrics using Klaviyo, Hiro, and platform analytics, preparing performance summaries and identifying optimization opportunities
  • Maintain deep expertise in Klaviyo and SMS platforms (Attentive, Postscript), staying current on platform updates, retention best practices, and deliverability standards
  • Troubleshoot technical issues across email flows, campaign deployment, segmentation logic, and deliverability concerns
  • Oversee list growth initiatives, on-site capture optimization, and popup strategy to drive subscriber acquisition
  • Document all client action items, requests, and deliverable changes, converting them into trackable tasks with clear ownership
  • Flag client concerns, technical blockers, or strategic questions early to internal leadership for resolution
  • Support account renewals and expansion opportunities through exceptional execution and client relationship management

Requirements:

  • 3-5 years of experience in email marketing, retention marketing, or account management within DTC ecommerce or agency environments
  • Expert-level proficiency in Klaviyo, including campaign management, flow architecture, segmentation, deliverability optimization, and analytics
  • Experience with SMS marketing platforms such as Attentive, Postscript, or similar tools
  • Proven track record managing multiple client accounts simultaneously (ideally 5-10 accounts) with strong organizational capabilities
  • Deep understanding of retention marketing principles including lifecycle flows, campaign strategy, customer segmentation, and LTV optimization
  • Strong project management skills with experience using tools like Asana, ClickUp, Monday, or Notion
  • Excellent client communication abilities with a professional, proactive, and service-oriented approach
  • Technical knowledge of email deliverability, list hygiene, sender reputation, and technical email best practices

Nice to have:

  • Agency experience managing multiple DTC brands with varying retention strategies and needs
  • Experience with Hiro or other email analytics and attribution platforms
  • QA or quality assurance background with systematic testing approaches
  • Strategic thinking abilities to identify upsell opportunities and retention program expansion
  • Familiarity with Shopify and ecommerce platform integrations
  • Experience supporting or managing retention programs generating $100K+ monthly attributed revenue
What we offer:
  • Fully Remote: Work from anywhere with flexible hours and a distributed team culture
  • Generous Time Off: Competitive PTO policy and paid holidays to maintain work-life balance

Additional Information:

Job Posted:
February 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:

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