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Accounts and Support Officer - Work from home at Twoconnect. Customer Experience & Retention  . . Manage and optimise all post-purchase email flows (welcome, education, upsell, win-back) using Klaviyo.  . . Plan and execute monthly Klaviyo campaigns aligned with product launches, education, and community engagement.  . . Create and manage customer segmentation strategies based on LTV, purchase behavior, and engagement metrics.  . . Own the customer support inbox, providing prompt, empathetic, and solutions-oriented service.  . . Identify and address friction points in the customer journey by analysing support trends.  . . Build and maintain SOPs, macros, and workflows to streamline and elevate the customer experience.  . . Share CX insights with marketing and product teams to drive continuous improvement. . . Financial Analysis & Operations  . . Build and maintain dynamic forecasting models for revenue, inventory, and cash flow.  . . Analyse and report on monthly P&L, COGS, and operational expenses to guide financial strategy.  . . Monitor marketing performance metrics including ROAS, CAC, CPA, and LTV, and make optimisation recommendations.  . . Develop inventory tracking systems tied to sales velocity and supplier lead times.  . . Track and analyse vendor pricing and logistics costs, identifying margin improvement opportunities.  . . Maintain accurate bookkeeping in Xero or QuickBooks and coordinate reconciliations with accountants.  . . Provide monthly reporting on financial health with actionable insights for leadership.  . . Other role specific duties as they arise .  . . . Bachelor’s degree in Finance, Accounting, Business, Marketing, or a related field. . . Minimum 3 years experience in eCommerce customer experience, retention marketing, and/or financial analysis. . . Expert-level proficiency with Klaviyo, including flows, campaigns, segmentation, A/B testing, and reporting. . . Advanced Excel/Google Sheets skills — must be confident with formulas, pivot tables, and dashboards. . . Solid understanding of key eCommerce metrics: LTV, churn, CAC, ROAS, CPA, AOV, and P&L statements. . . Hands-on experience with Shopify and accounting platforms such as Xero or QuickBooks. . . Exceptional written communication skills — articulate, empathetic, and brand-aligned. . . Highly analytical and detail-oriented with a passion for continuous improvement. . . Proven ability to manage and improve customer support systems and documentation. . . Experience working in a health, wellness, or subscription-based brand is advantageous. . . Familiarity with BI tools such as Looker Studio, Power BI, or Airtable is a bonus. . . Knowledge of supply chain operations and inventory planning in eCommerce. . . Company Location: Philippines.