Klaviyo Technical Specialist in Birmingham

CRM and lifecycle marketing are a key driver of customer retention and revenue for the business. As Absolute Collagen continues to scale, this role has been created to strengthen technical capability within Klaviyo and support the ongoing optimisation of customer journeys. Klaviyo is central to how Absolute Collagen communicates with its subscriber base, driving retention, reactivation and lifetime value across email and SMS.

As our Klaviyo Technical Expert, you will take hands‑on ownership of our Klaviyo platform, working closely with the Senior CRM Manager to deliver technical excellence across our email and SMS programme. You will audit existing flows and campaigns, identify gaps and opportunities, and build and optimise the automation infrastructure that underpins our retention strategy. This is a delivery‑focused role. You will be expected to move quickly, work independently and produce tangible improvements within a short timeframe. You will also play a key role in upskilling internal team members, leaving the business in a stronger position beyond the contract period.

Role Impact

• Complete a thorough audit of the existing Klaviyo platform, flows, segments, lists, integrations, templates, deliverability and data quality.
• Deliver a clear, prioritised action plan covering quick wins, medium‑term improvements and long‑term strategic recommendations.
• Rebuild, optimise or create key automated flows including nurture to purchase, post‑purchase, winback, subscription and loyalty journeys.
• Improve deliverability, segmentation accuracy and personalisation across all sends.
• Establish a clean, scalable platform structure that the CRM team can manage confidently after the contract ends.
• Measurably improve retention metrics, email revenue contribution and subscriber engagement.
• Document platform architecture, flow logic and best practices for internal knowledge transfer.
• Upskill the internal CRM team to ensure sustained performance beyond the contract period.

What Success Looks Like

• Klaviyo is running a clean, well‑structured, high‑performing programme by end of contract.
• Key automated flows are live, tested and delivering measurable results.
• Segmentation is sophisticated, data‑led and aligned to subscriber lifecycle stages.
• The CRM team has the knowledge, templates and documentation to continue confidently.
• Email revenue contribution and key retention metrics have demonstrably improved.
• Integration with wider tech stack is robust and reliable.
• Governance and QA processes are in place so quality is maintained after handover.

Key Responsibilities

Platform Audit & Architecture

• Conduct a full audit of the Klaviyo account — flows, lists, segments, integrations, templates, data hygiene and sending reputation.
• Identify gaps, technical issues and quick wins across the CRM programme.
• Produce a clear, prioritised roadmap and present findings to the Senior CRM Manager and Director of Customer Lifetime & Retention.
• Establish a clean, logical account structure that supports scalability and easy management.
• Review and improve list health, suppression logic and deliverability practices.

Flow Building & Optimisation

• Build or rebuild core automated flows: nurture to purchase, post‑purchase, subscription renewal, winback, browse abandonment, loyalty and VIP.
• Implement advanced conditional logic, dynamic content and personalisation to improve relevance and conversion.
• Set up and optimise SMS flows in conjunction with email journeys.
• Ensure all flows are mobile‑optimised, brand‑consistent and rigorously QA’d.

Segmentation & Personalisation

• Build and maintain a rich segmentation framework based on subscriber behaviour, lifecycle stage, product affinity and engagement.
• Implement predictive analytics and Klaviyo AI features where relevant.
• Support the Senior CRM Manager in developing personalised targeting strategies.

Data, Integrations & Tech Stack

• Ensure clean, accurate data flow between Klaviyo and connected platforms (Shopify, subscription management, loyalty, etc.).
• Troubleshoot integration issues and work with internal or external technical resource where needed.
• Set up and maintain event tracking, custom properties and profile enrichment.
• Own deliverability monitoring: sender reputation, authentication (SPF, DKIM, DMARC), bounce management and inbox placement.

Reporting & Testing

• Define and track key CRM performance metrics across flows and campaigns.
• Build and maintain reporting dashboards within Klaviyo.
• Lead a structured A/B testing agenda across subject lines, content, send timing and flow logic.
• Translate data into clear, actionable recommendations for the Senior CRM Manager.

Knowledge Transfer & Documentation

• Document all flows, segments, platform architecture and operational processes.
• Create naming conventions, SOPs and troubleshooting guides that outlast the contract.
• Upskill internal CRM team members on Klaviyo best practices and platform features.
• Establish governance and QA processes so quality is maintained after handover.
• Provide clear handover materials to ensure continuity beyond the contract period.

Experience & Capability

• Deep, hands‑on expertise in Klaviyo (this is not a role for someone still learning the platform).
• Proven experience building and optimisation of complex automated flows and segmentation frameworks.
• Strong understanding of email deliverability, list health and authentication (SPF, DKIM, DMARC).
• Experience with Shopify integration and subscription platforms (Recharge or equivalent) is highly desirable.
• Solid grasp of HTML/CSS for email — able to build and troubleshoot email templates.
• Strong analytical capability, comfortable working with volume data, reporting and test‑and‑learn methodology.
• Experience in a DTC, subscription or e‑commerce environment preferred.
• Able to work at pace and deliver results independently within a fixed timeframe.
• Excellent communicator and able to translate technical detail for non‑technical stakeholders.
• A natural documenter: you believe good systems outlast the people who build them.

Desirable

• Klaviyo Product or Partner Certification.
• Experience with Shopify and subscription platforms (Recharge or equivalent).
• Familiarity with Liquid templating for dynamic content.
• Experience coaching or training marketing teams.
• Familiarity with deliverability tools (Google Postmaster, Litmus, Email on Acid).
• Exposure to CDPs, data warehouses or BI tools.