Ecommerce (Shopify), Email & WhatsApp Automation Manager

The Role

Klaviyo: Email Flows & Campaigns

• Own the full Klaviyo account architecture for both Rightangled and Medetone flows, segments, templates, and integrations
• Build, monitor, and continuously optimise all automated email flows: welcome series, post-purchase, replenishment, win-back, browse abandonment, cart abandonment, and subscription renewal
• Proactively audit flows on a weekly basis to catch inactive sequences, deliverability issues, or broken triggers before they cost revenue
• Manage the monthly email campaign calendar across both brands promotional sends, product launches, health awareness moments, and market-specific campaigns
• Segment audiences with precision: by market (UK/EU/US/GCC), product category, purchase behaviour, RFM score, and subscription status
• Run structured A/B tests on subject lines, send times, content, and CTAs act on results with speed
• Maintain and grow list health: manage suppressions, re-engagement campaigns, and compliance with GDPR, CAN-SPAM, and relevant regional regulations

WhatsApp Business API: Broadcasts & Automation

• Own and operate our WhatsApp marketing channel end-to-end, one of our highest-performing and most personal customer touchpoints
• Build automated WhatsApp sequences for order confirmations, prescription reminders, reorder nudges, subscription updates, and promotional campaigns
• Manage broadcast campaigns for time-sensitive offers, product launches, and health awareness events with full audience targeting and scheduling
• Ensure all WhatsApp communications meet platform policy, opt-in requirements, and data privacy regulations across all four markets
• Monitor delivery rates, read rates, and reply rates, optimising message timing, format, and content for maximum engagement
• Collaborate with the Creative Content Producer to develop compelling WhatsApp-native message formats including images, videos, and interactive buttons

Shopify Flow & Marketing Automations

• Build and manage Shopify Flow automations that trigger marketing actions based on customer behaviour: post-purchase tagging, loyalty tier updates, subscription events, and VIP identification
• Work closely with the Shopify & Ecommerce Operations Manager to ensure flows are integrated correctly with product, inventory, and subscription data
• Connect Shopify data to Klaviyo segments in real time ensuring audiences are always accurate and up to date
• Identify automation opportunities across the customer journey that reduce manual work and improve personalisation

Customer Retention & Subscription Management

• Own the retention marketing strategy for both brands, focused on increasing repeat purchase rate, subscription retention, and customer lifetime value
• Design and execute win-back campaigns for lapsed customers, using data to identify the right moment and message
• Manage subscription lifecycle communications: upcoming renewal reminders, pause/cancel recovery flows, and loyalty incentives for long-term subscribers
• Partner with the Shopify manager to ensure subscription app data (ReCharge, Seal, or equivalent) feeds correctly into CRM segments and triggers
• Build a customer loyalty communication framework that rewards high-LTV customers and encourages tier progression

Reporting & Revenue Attribution

• Report weekly and monthly on email and WhatsApp channel performance: revenue attributed, open rates, click rates, conversion rates, unsubscribe rates, and LTV trends
• Build dashboards in Klaviyo and GA4 that give real-time visibility into automation health and campaign performance
• Translate performance data into clear actions, flagging what is working, what is broken, and what should be tested next

Compliance & Data Governance

• Ensure all CRM and messaging activities comply with GDPR (UK & EU), CAN-SPAM and CCPA (US), and relevant GCC data protection frameworks
• Maintain audit-ready opt-in records for email and WhatsApp across all markets
• Work with legal and pharmacy compliance teams to ensure all health-related communications meet MHRA, ASA, and applicable regulatory standards
• Own the suppression list hygiene and consent management processes for both brands

Health, Pharmacy & Messaging Compliance