Head of Retention – Email, SMS

🔥 5 minutes ago

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Right Hook Digital

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📦 Logistics

🛍️ eCommerce

Consulting • Logistics • eCommerce

Right Hook Digital is a performance growth agency specializing in eCommerce strategy and digital marketing services. They focus on supporting Shopify's most passionate eCommerce founders and pioneering Direct-to-Consumer (DTC) brands by delivering strategies for social media advertising, Google advertising, email marketing, SMS marketing, and influencer marketing. Their approach includes developing in-house solutions like 'True First Part Server-to-Server' tracking technology to enhance data collection and performance. Right Hook Digital is committed to building strong, trust-based relationships with their clients and focuses on achieving consistent growth and results.

📋 Description

• Own the Retention department's P&L and hit gross profit targets, quarter after quarter • Monitor department performance metrics - average client lifetime, churn, retention rates - and act early when they move the wrong way • Make the resourcing and pricing calls that protect margin without compromising the work • Keep the Retention product world-class, generating genuine mutual upside for clients • Own "The Retention Way" - our core system - including documentation, training, SOP adherence, and the tie-breaking decisions on how it evolves • Push innovation in lifecycle strategy, testing, and measurement so we stay ahead of what every other agency is selling • Build and hold strong relationships with our key retention clients, and serve as the primary escalation point when things get hard • Drive retention by supporting and guiding Strategists on campaigns and flows that actually move revenue • Proactively hunt for client feedback, aiming to WOW rather than satisfy • Run exit interviews with churned clients and feed what you learn back into the product • Hire, develop, and - when needed - exit talent, with a clear eye on who can make a meaningful impact on P&L growth • Act as an S-leader to Group Leaders, Strategists, and Specialists • Use our Performance and Growth Framework (PGF) to run consistent 1:1s, PGP reviews, KPI reviews, and feedback loops that people genuinely value • Work with our marketing team on agency campaigns, marketing materials, case studies, testimonials, and lead generation for Retention • Support sales conversations where your expertise closes the gap • Build strong relationships with our Paid Social and Google units to drive internal referrals • Partner with the Process Excellence Manager and COO to lift utilization, billable income, and process efficiency

🎯 Requirements

• You've led a retention, lifecycle, or CRM team - ideally in an agency, and ideally with P&L or revenue accountability • You know email and SMS deeply. You don't need to be the fastest person in Klaviyo, but you need to know world-class work from adequate work in about ten seconds, and be able to explain the difference • You've managed teams, not just individual contributors • You're commercially fluent - gross profit, utilization, retention rates and pricing are tools you use, not concepts you've heard of • You're comfortable being the escalation point. Hard client conversations don't rattle you • You give and receive candid feedback well. Our culture runs on openness, and a leader who softens everything won't work here • You default to systems. When something breaks twice, you fix the process, not just the instance • You're happy working overlapping US hours in a globally distributed team