About Us
We’re a growing, buzzing Elite Klaviyo Partner Agency that loves smart strategy, clean flow automation and email builds, and doing the fundamentals really well. We’re big on quality, collaboration, and helping our team grow fast and sustainably - and that means building rock-solid technical foundations underneath everything we do.
The Opportunity
This is a senior leadership role for someone who wants to own and shape an entire technical function. As our Head of Technical Services, you’ll lead the agency’s technical department end to end - setting the vision, building the team, and making sure our email automation, integrations and audits are reliable, secure, compliant and built to scale.
You’ll also contribute to how we use AI across the agency. Alongside the wider leadership team, you’ll help shape where AI fits into our technical work and the standards and guardrails that let us adopt new tools confidently and securely - part of how a modern, AI-forward agency runs.
You’ll balance the big-picture stuff - roadmaps, standards, resourcing - with real accountability for getting things done with reactive support across complex projects. You’ll enable our pods to succeed, protect company and client data, and act as the senior technical voice across the business.
This is a department head role (SLT) reporting directly to the Managing Director, with the CRM Technicians reporting to you.
What You’ll Be Doing
Strategic & Departmental Leadership
- Define and own the technical services strategy, roadmap and standards in line with company objectives
- Build, structure and scale the technical team - workforce planning, recruitment and capability development
- Set and report on departmental KPIs and SLAs to the leadership team
- Champion continuous improvement, automation and best practice across all technical operations
Team & Support Leadership
- Lead, coach and develop the wider team, ensuring consistent triage and high-quality execution
- Own escalation governance for the most complex technical issues and custom work
- Maintain a clear ticketing model and SLAs with Client Services and Strategy, holding the function accountable to them
- Oversee triage routines and coach pods/strategists on ‘what goes where’ to reduce noise and fatigue
Integrations & Audits
- Oversee integrations with ecommerce and data platforms, ensuring best-practice configuration at scale
- Direct technical audits and the implementation of optimisation recommendations across the client base
- Ensure compliance, reliability and consistency across all client technical setups
- Ensure access readiness on onboarding so urgent fixes are never stalled
Cross-functional Enablement
- Partner with Strategy and Client Services to define boundaries, handoffs and service expectations
- Support the Creative Services team to deliver the technical requirements for email templates and flows, ensuring clean and consistent code for optimal performance and rendering across email providers and devices.
- Act as a senior technical advisor across the business and, where needed, with clients, too.
AI Enablement & Innovation
- Contribute to where AI fits across the agency's technical operations and integrations, alongside the wider leadership team
- Set the standards, guardrails and best practices for adopting AI tools securely and responsibly
What Success Looks Like
- Reactive issues resolved quickly without disrupting strategists
- Reliable technical foundations across clients (integrations, tracking, deliverability)
- A clear triage model understood and adopted across teams
- Secure, compliant client technical setups with no material data incidents
- A capable, well-structured technical team meeting agreed KPIs and SLAs
What We’re Looking For
- Proven leadership of a technical team or department, with a genuine strength in coaching and developing people
- Hands-on experience with Klaviyo or a comparable lifecycle marketing platform (e.g. Braze, Iterable), with the depth to guide technicians and own complex client setups
- Strategic planning, prioritisation and stakeholder management at a senior level
- Deep technical understanding of lifecycle marketing systems, integrations and data flows
- Excellent troubleshooting, decision-making and communication skills
Bonus Points If You
- Hold Klaviyo certifications or have worked in an agency environment across multiple brands
- Enjoy turning messy technical setups into clean, scalable standards
- Like building teams and processes that make everyone else’s job easier
- Get a kick out of solving the gnarly problems no one else can crack
Ready to lead and shape our technical function? Apply now and build something great with us.
Pay: £36,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee mentoring programme
- Flexitime
- Free parking
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
- Profit sharing
- Sick pay
- Work from home
Experience:
- Technical project management: 2 years (preferred)
Work Location: In person
