Retention Specialist

SAUNA HOUSE -Klaviyo Retention Specialist Freelance / Contract Audit + Build Multi-location wellness Start: ASAP THE OPPORTUNITY Sauna House is a multi-location Nordic Spa concept operating predominantly across the southeast — with more locations on the way. We run a mixed model of day passes, session packages, and memberships, and we're at a critical growth inflection point. Right now, we're investing in paid acquisition and building out our marketing infrastructure — but our retention system is underdeveloped. Guests are coming in and not being systematically followed up with. Members are churning without trigger-based intervention. The post-visit experience ends at checkout. We're looking for a Klaviyo specialist who can audit what exists, identify the gaps, and build the lifecycle flows that turn first-time visitors into members and members into long-term guests. This is a hands‑in‑the‑platform role — we need someone who executes, not just advises. SCOPE OF WORK Phase 1 — Audit Klaviyo account audit — Review existing flows, segments, lists, and integrations. Document what's live, what's broken, what's missing. Boulevard → Klaviyo integration check — Assess what booking and member event data is flowing in, what's missing, and what needs to be fixed or built. Audience and segment audit — Review how lists are structured by location, visit history, membership status. Flag gaps. Audit report + build recommendation — Prioritized list of flows to build, fixes needed, and estimated effort. This becomes the build plan. Phase 2 — Build Post-visit nurture flow — Triggered by first visit completion. Drives rebook within 7 days. Segmented by location. Day-pass → membership conversion — Triggered after 2–3 visits without membership purchase. Makes the membership value case with location‑specific pricing. Lapse reactivation flow — Triggered by 30‑day no‑visit window for active members and pass holders. Soft re‑engagement, escalating urgency. Welcome series — New subscriber or first booking. Sets expectations, introduces the brand, prompts first visit if not yet completed. Membership retention + churn save — Triggered by declining visit frequency before member cancels. Proactive intervention. Segment maintenance + QA — Ensure location‑based segments stay clean as Boulevard data flows in. Ongoing during build phase. WHAT WE NEED FROM YOU Non‑negotiable 3+ years hands‑on in Klaviyo — flows, segments, triggers, A/B testing Experience with multi‑location or multi‑brand accounts — not just a single DTC store Proven work in hospitality, wellness, fitness, or membership‑based businesses Strong understanding of lifecycle marketing and retention economics — you know what churn costs Ability to work with imperfect data — our Boulevard integration isn't clean yet, you need to be able to work around gaps Communicates in plain language — you'll be working directly with a non‑technical marketing lead Strongly preferred Experience integrating Klaviyo with booking systems — Boulevard, Mindbody, or similar Familiarity with contrast therapy, sauna, or wellness category Experience building location‑segmented flows at scale Comfortable collaborating with a paid media agency (Big Slate Media) on shared attribution approach Has worked in a startup or brand‑building environment — this is not a mature, stable system WHAT SUCCESS LOOKS LIKE At the end of the audit phase, we have a clear, prioritized build plan with honest effort estimates and no surprises. At the end of the build phase, we have at least five live flows — tested, segmented by location, triggered by real Boulevard events — with documented logic so anyone can maintain them after you're done. The measure of this engagement isn't deliverables — it's whether the post‑visit rebook rate moves, day‑pass to membership conversion improves, and member churn drops. We'll track all three. HOW WE WORK Reporting to — Jen — marketing and operations lead. Single point of contact, fast approvals. Engagement type — Freelance / contract. Project‑based for audit + build, with potential for ongoing retainer once flows are live. Timeline — Audit complete in 2 weeks. Full build complete within 4–6 weeks of kickoff. Start ASAP. Fully remote. Weekly check‑in. You'll be in our Klaviyo account directly. #J-18808-Ljbffr