Klaviyo Technical Specialist

Company Overview

Absolute Collagen is the UK's best-selling liquid collagen supplement and a fast-growing wellness brand
operating at the intersection of beauty, health and nutrition.
Founded in 2017 by Maxine and Darcy Laceby, the business has built a highly engaged community of over
60,000 subscribers within a subscription-first, multichannel model. The brand is built around its core
platform, Age Powerfully, celebrating confidence and vitality at every stage of life.
Backed by private equity investor Livingbridge and certified B Corp since 2023, the business is focused on
its next phase of growth. Retention, subscriber lifetime value, and owned channel performance sit at the
heart of that strategy.

Why This Role Exists

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. With ambitious growth targets and increasing
complexity in our CRM programme, we need dedicated technical expertise to maximise what the platform
can do for us.

This 6-month FTC has been created to accelerate our Klaviyo capability, auditing what we have, improving
what isn't working, building out flows we haven't yet launched, and laying the technical foundations for a
world-class CRM programme.

This role is for someone who genuinely loves the platform and can hit the ground running.

About the Role

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 (Shopify, subscription platform, etc.) 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 optimising 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 in a DTC, subscription or e-commerce environment
• Experience coaching or training marketing teams
• Familiarity with deliverability tools (Google Postmaster, Litmus, Email on Acid)
• Exposure to CDPs, data warehouses or BI tools