CRM ARCHITECT & INTELLIGENCE NETWORK ENGINEER

ABOUT THE BRAND
---------- is the official home of the UnderShadow Universe — a creator-owned intellectual property ecosystem encompassing published novels, branded merchandise (APEX Apparel line), a board game in development, collectibles, future gaming apps, and planned film/television licensing. The brand is authored under the pen name 'A Hardly Scene' (formerly JS Henderson) and currently operates three published novels, a live TikTok Shop with 773 staged SKUs, and a Wix-powered website. The UnderShadow Universe is not a standard retail brand. It is a universe-centric experience brand. Its CRM is not a marketing tool — it is the central operating system for every relationship across every division of the ecosystem.
The most critical framing principle: this CRM is called the UnderShadow Intelligence Network. Subscribers are Assets. Customer accounts are Operative Profiles. Rewards are Clearance Levels. The contractor hired for this role must understand and maintain this brand language in every automation, every segment name, every tag, and every customer-facing communication.

POSITION OVERVIEW
We are seeking a highly skilled CRM Architect with demonstrated Klaviyo expertise to design, build, and manage the UnderShadow Intelligence Network — a comprehensive, multi-segment customer lifecycle ecosystem built on Klaviyo and integrated with our Wix storefront, TikTok Shop, and SMS platform.
This is a project-based engagement structured in seven phases. Phases 1 through 3 represent the core build (estimated 3–4 months). Phases 4 through 7 represent ongoing optimization, loyalty infrastructure, and data architecture, with the option to convert to a retained monthly engagement upon successful completion of Phase 3.
This role requires a self-directed professional who can take a written architecture specification and translate it into a fully functioning, enterprise-grade Klaviyo ecosystem — independently, on schedule, and with zero hand-holding on platfor ---------- chanics.

PLATFORM STACK (REQUIRED PROFICIENCY)
• Klaviyo (Primary CRM/Email/SMS Platform) — 2+ years required
• Wix (Website Platform) — Wix-Klaviyo integration experience required
• TikTok Shop — understanding of TikTok Shop data flows and customer data limitations
• SMS Platform — Klaviyo SMS, Postscript, or equivalent (platform to be jointly selected in Phase 1)
• Loyalty Platform — ---------- , LoyaltyLion, or equivalent (platform to be jointly selected in Phase 4)
• Affiliate Tracking — Refersion, Impact, LeadDyno, or equivalent (platform to be jointly selected in Phase 3)
• Google Analytics / Wix Analytics — for dashboard data sourcing
• Email deliverability tools — MxToolbox, GlockApps, or equivalent for monitoring

THE SEVEN-PHASE BUILD SCOPE
PHASE 1 — PLATFORM FOUNDATION & INFRASTRUCTURE


Deliverables:
• Klaviyo account audit (or initial setup if new): verify sending domain, list health, and existing flows
• Email deliverability infrastructure: configure SPF, DKIM, and DMARC records for the sending domain ( ---------- or designated subdomain). Verify authentication passes MX record check.
• Dedicated sending domain warm-up: execute a 4–6 week IP/domain warm-up protocol before any high-volume sending begins.
• Wix-Klaviyo integration: configure all native Wix event triggers (purchase, cart abandonment, account creation, form submission) to pass correctly into Klaviyo.
• TikTok Shop data bridge: identify and implement the method for capturing TikTok Shop customer data into Klaviyo. (Note: TikTok does not share customer emails natively — solution may include Wix post-purchase redirect, order confirmation email capture, or third-party connector.)
• SMS platform selection and setup: evaluate Klaviyo SMS vs. Postscript for brand needs; configure opt-in compliance, short code or toll-free number, and CAN-SPAM/CTIA compliance.
• Master segment and tag architecture: configure all 19 customer tags listed in the segment taxonomy below, using the Intelligence Network naming convention.
• List import and segmentation: import any existing subscriber list; apply appropriate tags; remove invalid/hard-bounced addresses; establish baseline deliverability metrics.
• Naming convention documentation: deliver a written Klaviyo Naming Convention Guide covering all flow names, segment names, tag names, custom properties, and metric names — all using Intelligence Network brand language.

Phase 1 Acceptance Criteria:
• SPF, DKIM, DMARC all passing on sending domain verification tools
• Klaviyo integration test: minimum 5 Wix events (purchase, cart abandon, form submit, account create, page view) confirmed passing data into Klaviyo correctly
• All 19 master tags configured in Klaviyo
• Naming Convention Guide delivered and founder-approved
• Zero emails sent to the list before warm-up protocol begins

PHASE 2 — FUNNEL ARCHITECTURE & LEAD CAPTURE ECOSYSTEM
Build six independent capture funnels, each feeding a separate Klaviyo list/segment. Each funnel requires: opt-in form (Wix), lead magnet or offer delivery (if applicable), welcome sequence (minimum 3 emails), and tag assignment on entry.
Funnel 1 — The UnderShadow Collective (Apparel) Entry offer: 15% first order discount. Welcome sequence: brand story, bestselling items, style guide.
Funnel 2 — Intelligence Network Entry (Novels) Entry offer: Free sample chapter download. Welcome sequence: author introduction, universe overview, book order links, reading community invitation.
Funnel 3 — Playtest Program (Board Game) Entry offer: Join the board game playtest waitlist. Welcome sequence: game reveal, mechanics teaser, playtest application form.
Funnel 4 — Insider Intel (Weekly Briefing) Entry: opt-in for weekly UnderShadow briefing. Welcome sequence: what to expect, first briefing, community links.
Funnel 5 — Collector Access (Limited Releases) Entry: opt-in for limited edition alerts. Welcome sequence: collector philosophy, what's coming, Clearance Level introduction.
Funnel 6 — Creator Program (Affiliate Recruitment) Entry: affiliate application. Welcome sequence: commission structure, brand guidelines, affiliate portal access, content kit delivery.

Phase 2 Acceptance Criteria:
• All 6 funnels live and testable on ----------
• All 6 welcome sequences built, tested, and founder-approved before activation
• Lead magnet delivery automated for Funnels 2, 3, 5, and 6
• All Wix opt-in forms mobile-responsive and tested on iOS and Android

PHASE 3 — FULL AUTOMATION TRIGGER BUILD (110 TRIGGERS)
Build the complete 110-trigger automation ecosystem. The 40 existing email templates will be provided at project start. The contractor is responsible for: (a) implementing all 40 existing templates as Klaviyo flows, (b) identifying and flagging any triggers requiring new copy, and (c) building all flows to production-ready status pending founder copy approval. The contractor does NOT write email copy — the founder writes or approves all copy. The contractor builds, tests, and deploys flows.

LEAD ACQUISITION (Triggers 41–50)
41. Newsletter Signup
42. Free Chapter Download
43. Character Guide Download
44. Universe Lore Download
45. Cart Started
46. Wishlist Created
47. Account Created
48. SMS Opt-In
49. Contest Entry
50. Referral Program Registration

CUSTOMER NURTURE (Triggers 51–60)
51. 7 Days No Purchase
52. 30 Days No Purchase
53. 60 Days No Purchase
54. 90 Days No Purchase
55. Browsed Product Multiple Times
56. Viewed Same Product 5+ Times
57. Category Affinity Trigger
58. Book Interest Trigger
59. Board Game Interest Trigger
60. Apparel Interest Trigger

CART RECOVERY (Triggers 61–65)
61. 1 Hour Cart Abandonment
62. 24 Hour Cart Abandonment
63. 48 Hour Cart Abandonment
64. 72 Hour Cart Abandonment
65. High Value Cart Abandonment (Cart Value > $75)

POST-PURCHASE (Triggers 66–75)
66. Order Thank You
67. Shipping Confirmation
68. Delivery Confirmation
69. Product Education
70. Apparel Care Instructions
71. Review Request
72. User-Generated Content Request
73. Replenishment Reminder
74. VIP Upgrade Invitation
75. Referral Invitation

COMMUNITY (Triggers 76–85)
76. ---------- Invitation
77. Community Welcome
78. Creator Spotlight
79. Fan Feature
80. Collector Spotlight
81. Tournament Announcement
82. New Character Reveal
83. Lore Expansion Release
84. Board Game Update
85. App Development Update

VIP (Triggers 86–95)
86. VIP Enrollment
87. VIP Tier Upgrade
88. Exclusive Release Access
89. Private Sale Invitation
90. Birthday Campaign
91. Anniversary Campaign
92. Early Access Product Drop
93. Limited Edition Alert
94. Collector Series Launch
95. Founders Circle Invitation

WHOLESALE (Triggers 96–100)
96. Wholesale Inquiry
97. Wholesale Approval
98. Wholesale Follow-Up
99. Bulk Order Proposal
100. Distributor Outreach

LICENSING (Triggers 101–105)
101. Film Rights Inquiry
102. Television Rights Inquiry
103. Publishing Partnership Inquiry
104. Merchandise Licensing Inquiry
105. International Licensing Inquiry

AFFILIATE (Triggers 106–110)
106. Affiliate Application
107. Affiliate Approval
108. Affiliate Performance Review
109. Affiliate Reactivation
110. Top Affiliate Recognition

Phase 3 Acceptance Criteria:
• All 110 flows built and in 'Review' status in Klaviyo
• Each flow tested with simulated contact data to confirm correct trigger firing
• Founder has reviewed and approved all copy before any flow is set to 'Live'
• No flow sends to actual subscribers until founder approval is documented
• Affiliate platform integrated and tracking confirmed on triggers 106–110

PHASE 4 — UNDERSHADOW CLEARANCE LEVELS LOYALTY PROGRAM
Implement the UnderShadow Clearance Levels loyalty program — a thematic, 8-tier rewards architecture that replaces standard 'points' language with Intelligence Network nomenclature.

Clearance Level Designation Qualification Criteria
Level 1 Civilian Entry — account creation or first opt-in
Level 2 Observer First email open or site visit post-subscribe
Level 3 Informant First purchase or social share
Level 4 Operative Second purchase or affiliate referral
Level 5 Field Agent Third purchase or UGC submission
Level 6 Handler Collector status or wholesale inquiry
Level 7 Director VIP enrollment threshold (spend or engagement-based)
Level 8 Shadow Council Founders Circle / Lifetime Ecosyste ---------- mber

Phase 4 Deliverables:
• Loyalty platform selection ( ---------- recommended for Wix compatibility) and installation
• 8-level tier structure configured with Intelligence Network level names and criteria
• Benefits matrix defined per level (to be specified by founder): exclusive content, early access, discounts, physical rewards, event invitations
• Clearance Level progression triggers built in Klaviyo: email sent upon each tier upgrade
• Clearance Level displayed in Operative Profile (customer account dashboard on Wix)

PHASE 5 — INTELLIGENCE NETWORK BRAND ARCHITECTURE IMPLEMENTATION
Implement the Intelligence Network brand language across every customer-facing CRM touchpoint.

Standard Language Intelligence Network Language Implementation Location
Standard Language Intelligence Network Language Implementation Location
Subscribe to our newsletter Enter the UnderShadow Intelligence Network All opt-in forms, pop-ups, CTAs
Customer Account Operative Profile Wix account dashboard, email references
Rewards / Points Clearance Level Loyalty platform, all emails, Wix dashboard
Member Asset Membership references, community communications
Order Confirmation Mission Confirmation Post-purchase email subject lines
Shipping Update Field Dispatch Report Shipping confirmation email subject lines
Exclusive Access Classified Access Granted VIP and limited release communications
Newsletter Intel Brief Weekly briefing communications
Community The Network ---------- invitations, community email references

PHASE 6 — EXECUTIVE DASHBOARD CONFIGURATION
Configure the following metrics tracking in Klaviyo and supplementary analytics tools:
• DAILY: Total revenue (CRM-attributed), orders, new leads captured, email opt-ins, SMS opt-ins
• WEEKLY: Returning customer rate, cart recovery rate, top 5 products by revenue, top 3 traffic sources, active automation performance summary
• MONTHLY: Customer Lifetime Value (CLV) by segment, repeat purchase rate, email revenue, SMS revenue, affiliate revenue, TikTok Shop revenue (via bridge), Clearance Level distribution across the list, list growth rate
• Deliverable: A written Dashboard Access Guide showing the founder how to view each metric independently, without relying on the contractor for routine reporting.

PHASE 7 — CUSTOMER DATA WAREHOUSE & ONGOING OPTIMIZATION
Build and maintain the UnderShadow Customer Data Warehouse — a comprehensive Operative Profile for every contact, containing all data fields specified below. Implement ongoing A/B testing, list hygiene, and performance optimization.
Operative Profile Data Fields (Klaviyo Custom Properties):
• Full Name • Email Address
• Phone / SMS Number • Purchase History (all transactions)
• Favorite Characters • Favorite Product Categories
• Favorite Faction • Board Game Interest (Y/N)
• Book Interest (Y/N) • Collector Status
• VIP / Clearance Level • Affiliate Status
• Wholesale Account Status • Licensing Interest
• Lifetime Spend Value • Engagement Score
• Last Activity Date • Predicted Next Purchase Category
• Acquisition Source • Prison Outreach Flag (handled via postal — no automated email sequences)
Ongoing Phase 7 Deliverables (Monthly):
• A/B test 2 subject lines per major flow per month; report results and implement winner
• List hygiene: suppress unengaged contacts (90+ days no open) into sunset segment; run re-engagement flow before final suppression
• Deliverability monitoring: review spam complaint rate, bounce rate, unsubscribe rate monthly
• Flow performance report: delivered to founder monthly — open rate, CTR, revenue per recipient, conversion rate per flow
• Clearance Level advancement reporting: how many contacts advanced tiers this month
?
MASTER CUSTOMER SEGMENT TAXONOMY (19 SEGMENTS)
Every contact in Klaviyo must be tagged with the appropriate segment(s). Contacts may carry multiple tags simultaneously. All tag names use Intelligence Network language.
Segment Tag Name Definition / Qualification Criteria
Apparel Asset Purchased clothing or merchandise from the APEX line
Book Reader Purchased or downloaded a novel
Board Game Prospect Requested board game information or joined playtest waitlist
Collector Purchased limited edition, premium, or collector-tier items
UnderShadow Fan Engaged with universe content (lore, characters) without purchasing
TikTok Shop Buyer Made a purchase through TikTok Shop (bridged into Klaviyo)
Affiliate Asset Active affiliate promoting the brand
Wholesale Prospect Submitted wholesale inquiry
Wholesale Account Approved and active wholesale buyer
Licensing Prospect Inquired about film, TV, publishing, merchandise, or international licensing
Influencer Partner Social reach partner with active collaboration
Event Attendee Attended or registered for an UnderShadow event
Film/TV Prospect Expressed interest in media adaptations

Email Asset Email subscriber — no purchase yet
VIP / Clearance Level 6+ Handler, Director, or Shadow Council tier
Prison Outreach Contact Books-to-Prisoners program — postal communication only
Founders Circle Shadow Council / Level 8 — highest-tier lifetime member
Creator Program Applied to or enrolled in affiliate/creator program
Inactive Asset No engagement in 90+ days — in sunset flow


COMPENSATION STRUCTURE
COMPENSATION NOTE: The scope of this engagement — 7 phases covering 110 automation triggers, 6 funnels, an 8-tier loyalty program, a brand architecture implementation, an executive dashboard, and an ongoing data warehouse — requires structured milestone-based compensation, not a flat hourly rate with a weekly hour cap.

Phase Scope Payment Trigger Compensation
Phase 1 Platform Foundation & Infrastructure Upon acceptance of Phase 1 criteria Negotiated milestone fee
Phase 2 Funnel Architecture (6 funnels) Upon all 6 funnels live and tested Negotiated milestone fee
Phase 3 Full 110-Trigger Automation Build Upon all 110 flows in Review status Negotiated milestone fee
Phase 4 Loyalty Program Build Upon Clearance Levels live on site Negotiated milestone fee
Phase 5 Intelligence Network Brand Implementation Upon all brand language applied Included in Phase 4 milestone
Phase 6 Executive Dashboard Upon dashboard delivered with guide Negotiated milestone fee
Phase 7 Ongoing Optimization Retainer Monthly, ongoing post-Phase 6 Negotiated monthly retainer

Note on Rate Expectations:
Qualified Klaviyo CRM architects with Wix and TikTok Shop integration experience in the Philippines typically command $8–$18/hr for this skill set. We are seeking the highest-quality professional within this range. Applicants are encouraged to propose a project-based fee structure per phase in addition to or instead of an hourly rate. We will evaluate proposals on competency first, then cost.

REQUIRED QUALIFICATIONS
• Minimum 2 years of hands-on Klaviyo flow building experience (not Mailchimp, not ActiveCampaign — Klaviyo specifically)
• Demonstrated experience building multi-segment B2C email automation ecosystems (portfolio required)
• Wix platform experience with Klaviyo integration (or willingness to learn Wix-Klaviyo integration before Phase 1 begins)
• Email deliverability fundamentals: must understand SPF, DKIM, DMARC, sender reputation, and bounce management
• Experience building eCommerce automation flows: cart abandonment, post-purchase, browse abandonment
• Experience configuring audience segments, tags, and custom properties in Klaviyo
• Strong written English (B2+ level minimum) — you will name flows, segments, and properties and must implement brand language precisely
• Self-directed and deadline-driven — this role has no micromanagement. Phases have defined acceptance criteria.
• Availability for weekly 30-minute video check-in with the founder

PREFERRED QUALIFICATIONS
• Klaviyo Product Certification (email or SMS)
• Experience with TikTok Shop seller integrations or data connectors
• Experience with loyalty platform setup ( ---------- , LoyaltyLion, or similar)
• Experience with affiliate tracking platform setup (Refersion, Impact, or similar)
• Background in entertainment, publishing, apparel, or creator economy brands
• Prior experience building CRM for a universe/lore-based brand (comics, gaming, entertainment)
• Klaviyo A/B testing experience with documented open rate improvement results

PERFORMANCE KPIs — HOW SUCCESS IS MEASURED
Phase KPI Benchmark
Phase 1–2 (Foundation) Email open rate > 35% on welcome sequences Industry benchmark: 25–30%
Phase 1–2 (Foundation) Click-through rate > 3.5% on promotional flows Industry benchmark: 2.5%
Phase 3 (Automation) Cart recovery rate > 10% on 3-step cart abandon sequence Industry benchmark: 5–8%
Phase 3 (Automation) Post-purchase review request response rate > 5% Industry benchmark: 2–4%
Phase 4 (Loyalty) 20% of purchasers advance to Level 3 (Informant) within 90 days Baseline: to be established
Phase 6 (Dashboard) Monthly CRM-attributed revenue tracked and reported Target: 15–25% of total revenue from CRM
Phase 7 (Ongoing) List growth: minimum 5% net new subscribers per month via funnel optimization
Phase 7 (Ongoing) Deliverability: spam complaint rate < 0.1%; hard bounce rate < 0.5% Gmail bulk sender threshold

COMPLIANCE REQUIREMENTS
All automation flows and communications must comply with:
• CAN-SPAM Act (15 U.S.C. § 7701 et seq.) — all commercial emails must include physical mailing address, clear unsubscribe mechanism, accurate from name and subject line
• GDPR (EU Regulation 2016/679) — for any EU-based contacts: explicit consent required, right to erasure must be honored, data processing basis documented
• CCPA (California Civil Code § 1798.100 et seq.) — for California contacts: privacy notice, opt-out of data sale, 12-month lookback on data requests
• CTIA SMS Guidelines — for all SMS communications: double opt-in required, opt-out keywords honored, message frequency disclosed at opt-in
• Prison outreach segment: all communications with Books-to-Prisoners contacts must be postal-first. No automated email sequences. No SMS. This segment is manually managed.

WORK PRODUCT OWNERSHIP & CONFIDENTIALITY
All deliverables produced under this engagement — including but not limited to Klaviyo flow architecture, automation logic, segment structures, custom property configurations, naming conventions, email templates, loyalty tier structures, and the Intelligence Network brand framework — are the exclusive intellectual property of the UnderShadow Universe / Vantara Global LLC. The contractor retains no ownership rights over any work product upon payment of agreed compensation.
A Non-Disclosure Agreement (NDA) is required before project commencement. The contractor will have access to: unreleased character content, upcoming product announcements, wholesale contact data, licensing prospect information, and subscriber data. All such information is strictly confidential and may not be disclosed to any third party during or after the engagement.

REPORTING STRUCTURE & COMMUNICATION
• Direct report to: Jomo Sekou Henderson, Founder — UnderShadow Universe / Vantara Global LLC
• Weekly check-in: 30-minute video call (day/time to be mutually agreed upon at project start)
• Communication platform: to be agreed upon (email, Slack, or equivalent)
• Phase completion reports: written summary of deliverables completed, any outstanding items, and next-phase kickoff plan — submitted to founder for written approval before next phase billing
• Email copy approval: no automation flow goes live without written founder approval of all copy. Contractor submits copy for review via agreed platform; founder has 48-hour review window.
• Emergency escalation: for any deliverability emergency (domain blacklist, spam complaint spike), contractor must notify founder within 2 hours of detection

APPLICATION INSTRUCTIONS
To be considered for this engagement, applicants must submit all of the following. Applications missing any element will not be reviewed.
1. A cover letter (minimum 200 words) explaining your specific experience with Klaviyo and why you understand universe-centric brand CRM specifically.
2. Two portfolio examples of multi-segment Klaviyo email ecosystems you have built, including: the client type, the number of flows built, and a screenshot or screen recording of the Klaviyo flow architecture (client name may be redacted).
3. Your proposed project fee structure: either a phase-based milestone proposal or an hourly rate with a phase-by-phase hour estimate.
4. Your Klaviyo certification status (if applicable).
5. Availability: how many hours per week you can dedicate during the Phase 1–3 build period (we recommend minimum 25–35 hours/week during the build phase).
6. One sentence answering this question: What is the difference between a Klaviyo flow and a Klaviyo campaign — and when would you use each?
This question (#6) is a qualifying filter. If you cannot answer it in one sentence, this role is not the right fit.

BRAND CONTEXT FOR APPLICANTS
The UnderShadow Universe is a creator-owned IP ecosystem centered on a classified intelligence organization mythology. The brand's published novels are written under the pen name 'A Hardly Scene.' The merchandise line is APEX Apparel. The CRM is called the Intelligence Network. Customers are Assets. Accounts are Operative Profiles. Rewards are Clearance Levels.
If you are a strong Klaviyo technician but have never worked on a brand where every element of the customer experience is a form of storytelling — this project will challenge and excite you. We are not building a standard e-Commerce email list. We are building a classified organization that every customer wants to be a member of. The CRM is the world.