Descripción de la oferta
CUSTOMER RETENTION STRATEGIST Our Mission is to be able to say - \"Anyone in the World below $15M should fire their Agency tomorrow as nobody can beat this Value & Service at this Price\". We are seeking a highly driven and performance-oriented Customer Retention Strategist to join our team. In this position at Common Thread Collective (CTC), you will play a pivotal strategic role, guiding our clients toward durable, scalable growth. Your core responsibility is to deliver steady and reliable revenue through retention-focused initiatives—using data‑backed insights to build accurate forecasts, shape strategic direction, and ensure consistent performance. At CTC, your expertise is invaluable, covering the elements of CTC's strategic forecasting methods and the foundational principles of retention marketing. Your impact goes far beyond managing email programs—you operate as a trusted advisor to our clients across all areas of retention strategy. You clearly communicate the rationale behind our decisions, connecting forecasting insights to the email, SMS, direct mail, and other retention touchpoints we activate. Your clarity strengthens client trust and deepens alignment throughout the partnership. You also act as a strong advocate for CTC's unique retention methodology and the tools that support it. As a Customer Retention Strategist, you lead with precision and purpose, ensuring every initiative is executed to the highest standard and tightly aligned with client objectives. You thrive on solving complex challenges, take complete ownership of outcomes, and are committed to developing, enhancing, and scaling high‑impact retention programs. We embody the principle \"Everyday in Every Play, Count on Me\"—embracing accountability, striving for excellence, and consistently delivering results that matter. What We Look For Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. Autodidact Naturally curious and an autodidact, able to absorb information quickly and effectively. Openness to both offer and embrace feedback as an opportunity for growth and implement it proactively, without needing constant direction. Demonstrates resourcefulness, and independently refines skills without being prompted. Thrives in a self‑managed environment, showing autonomy, initiative, and a commitment to continuous improvement and not requiring task lists built by their managers and constant oversight. Unimpeachable Character Embodies a character that inspires pride in both personal and professional associations. Consistently honest, with the courage to acknowledge and communicate hard truths, and the humility to accept them, even when uncomfortable, and never lie in any situation. Displays a high level of self‑awareness, taking full ownership of outcomes without resorting to a victim mindset. Values constructive feedback and integrates it, understanding nothing great is built without feedback. Competitive Greatness Performs at their best when it matters most, enjoying hard challenges. Demonstrates an unyielding determination to get things done, regardless of obstacles, time constraints, skills needed, or resources. Adapts to changing circumstances, recognizing true success is about not just meeting, but exceeding what is required. Possesses a deep passion for their work, using creativity and resilience to overcome any hurdle. Minimum Experience Requirement At least two years of hands‑on experience in email and SMS marketing, with proven execution across campaigns, automations, segmentation, and optimization. At least two years of experience in retention marketing, owning initiatives that drive predictable revenue, customer lifetime value, and ongoing lifecycle improvements. Success Looks Like Be willing to put in the hard work required and be hungry to go through the kick‑off. Be ready and prepared for this to be the hardest job you have ever worked, as you would fundamentally develop a high‑leverage new skill. The ability to take feedback and implement it fast. Finish the work to the fullest with quality and on time. Perseverance. Remember and learn from the repetitive doing of the exercises. Onboarding Align with the team and contribute to the Brain Trust for ideas across clients. Manage, align & work with the team members of your pod including Growth strategist, Meta/Google/Channel Media Buyer and Creative Strategist. Organize, prioritize, and manage multiple tasks with great attention to detail. Maintain data integrity of clients across Statlas and other tracking tools. Be responsible for the execution of the Prophit system for your clients. Build an Email Forecast for your clients using the Growth Map via the Prophit System. Data analysis during analysis of past campaigns and flows. Marketing calendar alignment and upkeep with clients. Monthly execution and actualisation vs the forecast. Make tactical deconstructions and actualize projections each month, determining additional resources required to meet KPIs. Combine data analysis and client feedback to develop strategic plans for the future. Be an early adopter when it's time to pivot. Take lead in situations that present any obstacle to execution. Show insatiable curiosity, refusing to leave a problem alone until many potential solutions are found. Implement CTC's email and SMS best practices. Leverage tools such as memberships, subscriptions, loyalty programs, popups, quizzes, cart drawers, post‑purchase upsell tools, direct mail and more to impact retention metrics. Maintain and manage our ideologies and processes throughout the account. Monitor active campaigns, deploying additional resources or updating strategy to ensure the best chance of hitting projected targets. Implement tests to beat the best‑performing campaigns. Ensuring and Holding the Standard of Quality of Work Ensure deliverables are on‑brand 100% of the time, collaborating with designers and copywriters. Ensure automations, campaigns and any other retention tool have correct technical setups and work in tandem to achieve desired outcomes. Ensure alignment with the client versus the forecast & strategy. Ensure above benchmark client satisfaction rate feedback. Ensure following the Prophit system execution to 100% within required timelines. Ensure all work is delivered on time with optimal quality and attention to detail. Client Communication Champion communication, ensuring clients are aligned on retention goals aligned with revenue goals on the Growth Map and next steps, while ensuring every team member has clarity with deadlines. Send daily performance updates to the client. Ensure alignment across strategy and forecast with the client for every week of the month. Provide weekly updates via Slack. Report where required, collaborating with Growth Strategists and Media Buyers. Contributing Back Contribute learnings back to the system for feedback and continuous improvement. Collaborate on ideas across teams. Contribute to ideas and learning in future company content production. Next‑Level Skills Communication Skills Fluent in English, with a proven ability to communicate persuasively and present ideas clearly to various stakeholders. Skilled in crafting thoughtful, empathetic client messaging that resonates, demonstrating high emotional intelligence. Strong presentation skills, capable of delivering compelling presentations that drive engagement and decision‑making. Great Data Analysis Skills Strong raw talent for data analysis, with eagerness to learn and improve. Familiarity with data tools, including Google Sheets, and flexibility to develop advanced skills on the job. Past Experience Historical expertise that brings a well‑rounded perspective and adds value to the role. Experience from domains such as mathematics, data analytics, copywriting, email/sms marketing etc. Critical Thinking Ability to approach challenges with structured thinking, using logical frameworks to solve complex problems. Skillful at dissecting issues and proposing practical, impactful solutions. Impact Passionate about e‑commerce and eager to contribute to a high‑performing team at the forefront of the industry. Highly motivated and hardworking, with strong desire to learn, grow, and make a meaningful impact. Thrives in environments where they can see direct results of their actions on the business, preferring full accountability and autonomy. Results You will merge retention, growth and finance elements to build a forecasted strategy to help the business achieve its goal. Achieve certification and confidence in our ideology by the end of training, enabling precise execution of the Prophit system to ensure top‑quality results for clients. Consistently deliver high‑accuracy performance of retention, far beyond the email/SMS platform, referring to the Prophit system's Growth Map and Statlas. Lead and collaborate with your team to optimize productivity and maintain high‑performance standards. Apply best practices in email and SMS marketing to drive outstanding results, ensuring no one could achieve better outcomes in your role. Maintain client satisfaction levels above benchmark rates, aligning on forecasts to exceed client expectations. Adhere to rigorous quality standards in client feedback, forecasting, email production and execution. Meet all deadlines and retention requirements, ensuring timely and on‑target performance. Contribute valuable ideas to team discussions and company‑wide content, supporting growth and innovation. Domain Management Your supervisor would be Josh Tay, The Director of Retention. As a Customer Retention Strategist, you'll report directly to Josh — a leader who challenges the norms of retention marketing and aligns with real business growth. Josh is known to elevate strategists at all experience levels. Working under Josh's guidance will push you to your limits in the best possible way. He models the value of \"do whatever it takes to be the absolute best\", and learning from him means you'll level up in knowledge, perspective and precision. Josh is committed to personally ensuring you reach your full potential, supporting your journey every step of the way. Job Scope Oversee profitable growth of retention channels, including email, SMS, direct mail, popups and push notifications. Also work within subscription, membership, loyalty programs as needed. Write briefs and ensure the rest of the team can execute on them. Complete reports with high accuracy, checking against multiple data points. Analyze metrics and KPIs to measure effectiveness of retention efforts, providing insights and recommendations for improvement. Collaborate with design, content and other teams to create compelling and engaging email content, ensuring brand consistency. Ensure timely delivery of deliverables (emails, SMS, etc.), including effective project management with clients. Stay updated with industry trends, new features and best practices to continuously optimize performance. Consult clients and solve business problems beyond the email platform. Prioritize relational equity with team and clients to foster lasting growth for CTC and client businesses. What’s in It for Me? Salary Range First 30 days – $1.5 k (Part‑time transition phase) Days 31–60 – $3 k (Full‑time start) Days 61–90 – $4–5 k + performance bonuses This will depend on the number of clients and the quality of work. Growth, Transparency, and Fairness in Career Development Progress is clearly defined based on experience with the system & quality of execution. Fairness and transparency are prioritized. Access a weekly performance dashboard to see where you stand. Pay transparency is upheld. Consistent contract terms and roadmap for increasing earnings ensure clarity for all team members. Monthly discussions clarify progression. My Commitment to You: you will work harder, learn more than ever before, and be recognized for expertise. You will gain a diverse skill set while contributing to continuous development of new tools and improvements within our system. Rapid career progression will follow, supported by mentorship and evaluation. Location & Environment Fully remote with the ability to pick your schedule. Embrace autonomy as a core value, with clear expectations, regular 1:1 feedback sessions and measurable quality benchmarks to support personal growth. Exceptional work is recognized and rewarded, with weekly check‑ins for accountability, ensuring you’re consistently challenged and engaged. Seniority Level Entry level Employment Type Full-time Job Function Business Development and Sales Industries Advertising Services #J-18808-Ljbffr
