Retention Account Manager (Email & SMS)

About the role

Lilo Social is seeking a Retention Account Manager to serve as the primary contact for 7‑10 eCommerce client accounts. You will own the end‑to‑end execution of email and SMS retention programs, translating strategic goals into actionable campaigns that drive repeat purchases and customer lifetime value.

Key responsibilities

• Act as the day‑to‑day liaison for assigned client accounts via Slack and email.
• Prepare and present performance updates, execution status, and tactical recommendations in regular client calls.
• Convert client retention objectives into clear deliverables for designers, copywriters, and developers.
• Coordinate project tasks in Asana, track progress, and ensure on‑time delivery without managing team capacity.
• Conduct comprehensive QA on all email, SMS messages, and lifecycle flows before launch.
• Monitor and report on retention metrics using Klaviyo, Hiro, and platform analytics, identifying optimization opportunities.
• Maintain deep expertise in Klaviyo and SMS platforms (Attentive, Postscript) and stay current with industry best practices.

Required profile

• Exceptional organizational and project‑management abilities.
• Strong communication skills and a proven track record of building trusted client relationships.
• Detail‑oriented mindset with a focus on flawless execution and quality assurance.
• Experience in eCommerce retention marketing and lifecycle automation.

Required skills

• Klaviyo
• Attentive
• Postscript
• Asana
• Slack
• Hiro (or similar analytics tools)
• Email and SMS campaign QA
• Performance analytics and reporting