CRM & Retention Strategist

CRM & 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 looking for a highly motivated and results-driven CRM & Retention Strategist to join our team. In this role at Common Thread Collective (CTC), you will hold a central strategic position, supporting our clients in achieving sustainable and scalable growth. Your primary mission is to generate consistent, predictable revenue through retention-led initiatives—leveraging data-driven insights to build accurate forecasts, inform strategic decisions, and maintain reliable performance. At CTC, your expertise is essential, encompassing both our proprietary forecasting frameworks and the core principles of retention marketing. Your influence extends well beyond managing email channels—you serve as a strategic partner to clients across all facets of retention. You articulate the logic behind our recommendations clearly and convincingly, linking forecasting outputs to the email, SMS, direct mail, and additional lifecycle touchpoints we deploy. Your communication strengthens trust, aligns stakeholders, and elevates the overall client relationship. You also champion CTC’s retention philosophy and the systems that operationalize it. As a CRM & Retention Strategist, you bring rigor and intentionality to every initiative, ensuring each program meets the highest execution standards and remains tightly aligned with client goals. You excel at tackling complex problems, take full ownership of results, and are dedicated to building, refining, and scaling impactful retention programs. We embody the mindset “Everyday in Every Play, Count on Me”—holding ourselves accountable, aiming for excellence, and consistently delivering meaningful outcomes. . WHAT WE LOOK FOR This place isn’t for everyone, but it might be for you if… 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. To give ourselves our best shot at accomplishing Our mission, we organize all of our decisions — from recruiting, to hiring, to raises, to promotions, to how we spend our time and money — in the direction of three committed values. We recognize these values aren't for everyone. They're challenging. In fact, they're so challenging, that's why we invest so much in supporting our team and why we tend to attract people who are craving the opportunity to do more at work than get a paycheck. We're looking for those who are interested in making their work significant. AUTODIDACT Naturally curious and an autodidact, able to absorb information quickly and effectively, like osmosis. Your commitment to learning sets you apart, absorbing information swiftly and more effectively than your peers. Your openness to both offer and embrace feedback as an opportunity for growth and implement it proactively, without needing constant direction. Demonstrates resourcefulness, and independently refine your 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, The Enjoyment of Hard Challenges. Demonstrates an unyielding determination to get things done, regardless of obstacles, time constraints, skills needed, or resources. Adapts to changing circumstances, recognizing that 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 2 years of hands-on experience in email and SMS marketing, with proven execution across campaigns, automations, segmentation, and optimization. A minimum of 2 years of experience in retention marketing, owning initiatives that drive predictable revenue, customer lifetime value, and ongoing lifecycle improvements. A minimum of 2 years of hands-on experience using Klaviyo, including building campaigns, flows, segmentation strategies, and performance optimization. Please apply only if you meet all minimum experience requirements listed above. What Success Looks Like NECESSARY SKILLS KICK OFF PERIOD Be willing to put in the hard work required and be hungry enough to go through the kick off. Being 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 team called 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. Ability to organize, prioritize, and manage multiple tasks with great attention to detail. Upkeep of data integrity of your clients across Statlas and other tracking tools. Be responsible for the execution of the Prophit system for your clients Building an Email Forecast for your clients Utilizing a Growth map using the Prophet System Data Analysis required during analysis of past campaigns and flows etc Marketing calendar alignment and upkeep with clients The Monthly Execution and Actualisation vs the Forecast. You make tactical deconstructions and actualize the projections each month, and determine additional resources required to meet KPIs. Combine data analysis and feedback from clients to develop strategic plans for the future. When it's time to pivot you are among the first early adopters Take a lead in situations that present any obstacle to execution. An insatiable curiosity, and an inability to leave a problem alone until you've found one or many different potential solutions. Responsible for the implementation of CTC's Email and SMS best practices Leverage tools like memberships, subscriptions, loyalty programs, popups, quizzes, cart drawers, post-purchase upsell tools, direct mail and more, to impact retention metrics. Upkeep and management of our ideologies and processes throughout the account. Monitoring active campaigns, and deploying additional resources, or updating strategy to ensure the best possible chance of hitting the Projected Targets. Implementing tests in your accounts in an effort to beat your best-performing campaigns. ENSURING AND HOLDING THE STANDARD OF QUALITY OF WORK Ensuring deliverables are on-brand 100% of the time, in collaboration with designers and copywriters. Ensuring that automations, campaigns and any other retention tool has the correct technical setups and work in tandem to achieve desired business outcomes Ensuring alignment with the client vs the forecast & strategy Ensuring above benchmark client satisfaction rate feedback Ensuring following the Prophit system execution to 100% within the timeline required. Ensuring all the work is delivered based on the timeline assigned with optimal quality & attention to detail. Client Communication You are a champion of communication, ensuring the client is aligned on Retention goals aligned with revenue goals on the Growth Map and next steps, while making sure everybody on your team has clarity on what is required with exact deadlines. Responsible for sending daily performance updates to the client Ensure alignment across Strategy and Forecast with the client for every week of the month. Providing weekly updates via Slack. Report where required, collaborating with Growth Strategists and Media Buyers. CONTRIBUTING BACK Contributing your learnings back to the system for feedback and continuous improvement. Contributing & collaborating in ideas and learning across teams. Contributing 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 a high level of 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 an eagerness to learn and improve. Familiarity with data tools, including Google Sheets, with the flexibility to develop advanced skills through on-the-job experience. Past Experience Historical expertise that compounds to bring a well-rounded perspective and adds value to the role. A breadth of experience from any of the multiple domains, including mathematics, data analytics, copywriting, email/sms marketing etc. Critical Thinking Ability to approach challenges with structured thinking, utilizing logical frameworks to effectively solve complex problems. Naturally adept 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 a strong desire to learn, grow, and make a meaningful impact. Thrives in environments where they can see the direct results of their actions on the business, with a strong preference for roles that offer full accountability and autonomy. Results You will merge the Retention, Growth and elements of finance 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 requirements, ensuring timely and on Target Performance. Contribute valuable ideas to team discussions and company-wide content, supporting growth and innovation. JOB SCOPE Oversee the profitable growth of retention channels, including but not limited to email, sms, direct mail, popups and push notifications. Where required, you may work within subscription, membership, loyalty programs and more. Write briefs and ensure the rest of the team is able to execute on it Complete reports with a high degree of accuracy, checking against multiple data points Analyse metrics and KPIs to measure the effectiveness of retention efforts, providing insights and recommendations for improvements, with Statlas and the Growth Map as your guide. Collaborate with design, content and any other relevant teams to create compelling and engaging email content, ensuring brand consistency and messaging alignment. Ensure the timely delivery of relevant deliverables (emails, sms etc), which includes effective internal project management and management of clients and their teams. Stay updated with industry trends, new features, and best practices in retention marketing to continuously optimize performance. This is a client-facing role. So you must be able to consult clients and solve business problems, far beyond the email platform. Prioritize the development of relational equity with your team and clients to foster lasting relationships for the continued growth of CTC and our client businesses.