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JOB PURPOSE:
The CRM & Retention Strategist aka Client Strategist exists to develop and implement data-driven marketing strategies tailored to client needs, ensuring a positive client experience and maximizing campaign performance. In our Pod structure, you are the strategic brain and operational lead of a self-contained client delivery unit. This role focuses on client-facing interactions, strategic planning, and ongoing optimization to drive business growth. You will own client outcomes, lead the pod's delivery, and be the primary strategic voice for the client.
KEY RESPONSIBILITIES & ACCOUNTABILITIES:
Account Performance: Own the performance of your accounts against revenue forecasts and retention KPIs. Regularly audit active flows, track campaign revenue contributions, and monitor leading retention metrics like repurchase rates.
Strategy Development & Prioritisation: Maintain a living gameplan for each account. Collaborate with clients to understand their business needs and objectives. Decide high-leverage priorities and articulate the retention logic behind every initiative.
Pod Coordination & Operational Leadership: Direct your pod (Activations Specialist, Designer, Copywriter) effectively. Provide clear briefs, manage production timelines, and lead weekly standups to catch blockers early.
Client Communication & Relationship Management: Lead strategic check-ins, communicate proactively about performance, and translate complex retention data into clear business outcomes. Develop and maintain strong client relationships to drive an overall positive client experience.
Quality Ownership: Take ultimate accountability for all copy, creative, and flow builds before they reach the client. Ensure consistent brand voice, segment logic, and strategic alignment across the account.
Growth & Thought Leadership: Upsell and cross-sell additional services to clients to enhance their marketing efforts. Share industry insights and information with marketing to position the company as a thought leader.
SUCCESS MEASURES:
Short-Term (0–3 months): * Accounts are on target for goals, or you have a clear diagnostic plan in place.
Pod members receive clear briefs and work flows smoothly through production on time.
Account Health Reports are updated accurately and standups are led with preparation.
Client communication is proactive, not reactive.
Medium-Term (3–6 months):
Accounts are consistently hitting or exceeding retention benchmarks (NPS, Net Revenue Retention).
You are proactively identifying strategic opportunities, not just managing existing execution tasks.
Clients view you as a trusted strategic partner, and pod members trust your direction.
Managerial intervention is significantly minimized.
KEY QUALIFICATIONS:
Relevant Experience: 5+ years of experience in email marketing, SMS marketing, push notification , client strategy, account management, or a similar strategic role, preferably within a digital marketing, e-commerce, or creative agency. Klaviyo and Shopify proficiency is a plus.
Strategic & Analytical Thinking: Proven ability to analyze performance data, identify growth opportunities, and translate complex metrics into actionable strategies that drive Net Revenue Retention (NRR) and client success.
Client Relationship Mastery: Exceptional written and verbal communication skills, with a demonstrated track record of building deep trust, managing expectations proactively, and acting as a true strategic partner rather than just an order-taker.
Cross-Functional Leadership: Experience guiding and collaborating with internal execution teams (or "pods"). Ability to write clear briefs, streamline workflows, and ensure projects are delivered on time and to standard.
Project & Account Management: Strong organizational skills with the ability to juggle multiple client accounts simultaneously, maintain accurate Account Health Reports, and lead effective stand-ups.
Proactive Problem-Solving: A high degree of autonomy and resourcefulness. You should be able to anticipate client needs, troubleshoot issues independently, and significantly minimize the need for managerial intervention.
Industry Expertise: A solid understanding of digital marketing principles, e-commerce trends, and customer lifecycle strategies to provide high-level, relevant advice to clients.
Language Skills: Must speak and write fluent English. This is essential for leading proactive client communications, presenting data-driven strategies clearly, and providing concise, accurate briefs to your internal pod members.
ENJOY THESE BENEFITS:
Full-time Remote Work Setting
Paid Time Off (30 days annually)
Observance of Public Holidays
Internet Allowance
Health and Wellness Allowance
Maternity and Paternity Benefit
Loyalty Rewards
Performance-based Incentives and Bonuses
Outcome-focused Environment
GET IN TOUCH:
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We would like to emphasize that all matters related to job openings are conducted exclusively through our official channels. We urge you to exercise caution with any unofficial or suspicious correspondence. If you have any concerns, please do not hesitate to reach out to us directly.
* Join Our Talent Pipeline! While we aren't actively hiring for this specific role right this minute, we are always looking to connect with brilliant people. We use this posting to build a community of professionals we’d love to work with down the line. If you apply, you’ll join our talent pipeline, and we will be in touch for a casual chat to learn more about your skills, goals, and what drives you. Let's start the conversation now so we're ready to hit the ground running when the right position opens.