Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
About the Role We are looking for a CRM Specialist to join our Digital team and take ownership of the hands-on production and execution of email campaigns and automated customer journeys in Klaviyo.
Working closely with the Digital Experience Manager and Digital Marketing Manager, you will transform approved campaign briefs, copy and creative into accurate, engaging and on-brand email communications. You will also build and maintain automated flows, audience segments and personalised customer journeys across AU, UK and US markets.
This is a highly execution-focused role where accuracy, attention to detail, speed and consistency are critical to success.
Key Responsibilities Campaign Email Production: - Build weekly campaign emails in Klaviyo based on approved briefs and the trading/content calendar.
- Assemble supplied copy, imagery and links into on-brand email templates.
- Build emails using both live text and image-based formats.
- Ensure emails render correctly across mobile and desktop, including dark-mode behaviour and accessibility requirements.
- Apply appropriate segmentation, exclusions, dynamic content and personalisation.
- Schedule and deploy approved campaigns across AU, UK and US markets at the correct local send times.
- Conduct post-send checks and report campaign-level results.
Automation & CRM Flow Management: - Build and maintain automated Klaviyo flows, including:
- Welcome journeys
- Browse abandonment
- Cart abandonment
- Post-purchase
- Replenishment
- Win-back
- VIP journeys
- Configure triggers, conditional splits, filters, delays, A/B testing and suppression rules.
- Test all flow paths thoroughly before activation.
- Update flow content, offers and creative in line with product, promotional and seasonal changes.
- Troubleshoot flow errors, incorrect triggers, over-messaging and journey overlap.
- Document flow logic, triggers and dependencies for the Australian Digital team.
Segmentation & Audience Management: - Build customer segments and audiences based on purchase history, engagement, product affinity and lifecycle stage.
- Apply appropriate suppression and exclusion logic across campaigns and flows.
- Validate audience counts and targeting logic before each send.
- Identify and escalate unusual audience or data behaviour.
Quality Assurance: - Perform comprehensive pre-send QA covering:
- Email rendering
- Links
- UTMs
- Personalisation
- Spelling and grammar
- Pricing
- Offers
- Targeting and segmentation
- Send proofs for review and action feedback promptly.
- Maintain QA checklists and approval records.
- Take ownership of ensuring campaigns are accurate and error-free before deployment.
Workflow & Collaboration: - Manage assigned work through project management tools such as Airtable, Trello, Asana or Monday.
- Plan and prioritise weekly campaign and flow-building workloads.
- Meet deadlines aligned with Australian business hours.
- Provide clear daily written updates on completed work, progress, blockers and potential risks.
- Maintain agreed working-hour overlap with the Australian team for briefings, reviews and urgent campaign issues.
- Collaborate with Marketing, Design, eCommerce, Digital, Client Service and IT teams as required.
Deliverability & Data Quality: - Follow list hygiene, suppression, re-engagement and unsubscribe processes.
- Support strong sender reputation and email deliverability.
- Ensure campaigns comply with applicable privacy and anti-spam requirements across AU, UK and US markets.
- Monitor consent and opt-out handling.
- Escalate data, integration, synchronisation or tracking issues between Klaviyo and Shopify Plus.
Continuous Improvement: - Stay up to date with Klaviyo releases and email marketing best practices.
- Recommend improvements to email templates, workflows, QA and build processes.
- Develop reusable email template blocks and modules to improve production efficiency.
- Identify opportunities to improve processes without compromising accuracy.
Qualifications & Experience: - Bachelor's degree or tertiary qualification in Marketing, Digital Marketing, Communications or a related field, or equivalent experience.
- 3–5 years of hands-on experience building email campaigns and automated flows, preferably in-house, agency or BPO environments.
- Advanced hands-on experience with Klaviyo is essential.
- Experience with Shopify Plus is essential.
- Experience with HTML/CSS for email.
- Experience with Figma and email testing tools is preferred.
- Strong understanding of email campaign production, segmentation, personalisation and automation.
- Experience working with responsive email design, rendering, dark mode and accessibility.
- Strong understanding of deliverability, list hygiene, data quality and privacy requirements.
Technical Skills: - Klaviyo – campaign and flow development
- Shopify Plus
- Email automation and customer journeys
- Audience segmentation and personalisation
- A/B testing
- Responsive HTML/CSS for email
- Email QA and testing
- Dynamic content
- Project management platforms such as Airtable, Trello, Asana or Monday
Key Competencies: - Exceptional attention to detail with a strong ability to identify errors before deployment.
- Excellent organisation and time management skills.
- Strong problem-solving and troubleshooting abilities.
- Ability to work independently and manage competing deadlines.
- Clear and proactive written English communication.
- Comfortable working across different time zones.
- Able to remain calm and focused under deadline pressure.
- Receptive to feedback and committed to continuous improvement.
- Strong sense of accountability and ownership.
What Success Looks Like: Success in this role means consistently delivering accurate, on-brand and properly tested campaigns and automated journeys, meeting deadlines across time zones, communicating progress and blockers clearly, and maintaining a meticulous standard of quality across every customer communication.
Brand Values: The successful candidate is expected to demonstrate:
- Guardianship – Protecting the brand and acting in its best interest.
- Integrity – Treating clients, colleagues and work with respect and sincerity.
- Initiative – Taking ownership and going above and beyond to get the job done.
- Accountability – Taking responsibility and delivering on commitments.
- Teamwork – Communicating and collaborating effectively toward shared goals.
- Agility – Adapting quickly to change and evolving requirements.
- Positivity – Maintaining a constructive and positive approach.
Work Arrangement: Homebased
Schedule: Dayshift, 7:00 AM - 4:00 PM
Employment Type: Full-time
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
In compliance to data privacy law, make sure that the following is included at all times: By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
