Customer Retention Strategist

Customer Retention Strategist

Common Thread Collective (CTC) is seeking a highly driven and performance‑oriented Customer Retention Strategist to join our team. The 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.

In this position you will act as a trusted advisor to our clients across all areas of retention strategy, communicating the rationale behind decisions, advocating CTC’s unique retention methodology, and ensuring every initiative is executed to the highest standard.

Core Responsibilities

• Deliver steady revenue through retention‑focused initiatives using data‑backed insights.
• Build accurate forecasts; shape strategic direction and ensure consistent performance.
• Act as a trusted advisor to clients across all areas of retention strategy.
• Communicate rationale behind decisions, connecting forecasting insights to email, SMS, direct mail, and other retention touchpoints.
• Advocate CTC’s unique retention methodology and the tools that support it.
• Lead with precision and purpose, ensuring every initiative aligns with client objectives.
• Solve complex challenges, own outcomes, and develop, enhance, and scale high‑impact retention programs.
• Perform rigorous quality checks on deliverables, ensuring on‑brand compliance and correct technical setups.
• Maintain client communication: daily performance updates, weekly Slack updates, and alignment on strategy and forecast.
• Contribute learnings back to the system for continuous improvement.
• Provide Email Forecasts, manage data integrity across Statlas and other tracking tools, and execute Prophit system for clients.
• Monitor active campaigns, deploy resources, and update strategy as needed.
• Collaborate with design, content, and other teams to create engaging email content and maintain brand consistency.
• Analyze metrics and KPIs, provide insights, and recommend improvements.
• Ensure timely delivery of deliverables (emails, SMS, etc. ) and effective internal project management.
• Stay updated with industry trends, new features, and best practices in retention marketing.
• Coordinate with Growth Strategist, Meta/Google/Channel Media Buyer, and Creative Strategist within the pod.
• Ensure all work is completed within timelines with optimal quality and attention to detail.
• Support client acquisition of tools like memberships, subscriptions, loyalty programs, popups, quizzes, cart drawers, post‑purchase upsell tools, and direct mail.

Qualifications & Minimum Experience

• At least 2 years of hands‑on experience in email and SMS marketing, with proven execution across campaigns, automations, segmentation, and optimization.
• At least 2 years of experience in retention marketing, owning initiatives that drive predictable revenue, customer lifetime value, and ongoing lifecycle improvements.
• Strong communication skills in English, capable of presenting ideas clearly to stakeholders.
• Data‑analysis skills: proficient with Google Sheets and comfortable developing advanced skills.
• Prior experience in e‑commerce, data analytics, copywriting, or related domains is highly desirable.
• Critical thinking and logical framework application for solving complex problems.
• High motivation, hardworking, and a desire to learn, grow, and make a meaningful impact.

Personal Attributes

• Autodidact: naturally curious, fast learner, embraces feedback, and works independently.
• Unimpeachable character: honest, courageous in communicating hard truths, self‑aware, and accountable.
• Competitive greatness: thrives on hard challenges, relentless determination, adaptability, and creative resilience.

Job Scope & Management

• Oversee profitable growth of retention channels: email, SMS, direct mail, popups, push notifications, subscriptions, memberships, and loyalty programs.
• Write briefs; ensure the team can execute.
• Complete accurate reports, analyze metrics & KPIs, and provide insights for improvement.
• Collaborate with relevant teams to create brand‑consistent email content.
• Maintain data integrity across Statlas and other tools.
• Execute Prophit system and monitoring of campaign performance.
• Provide feedback and collaboration across teams for continuous improvement.
• Report weekly/weekly updates, meet deadlines, and guarantee quality standards.
• Consult clients and solve business problems beyond the email platform.
• Prioritize relational equity with team and clients for continued growth.
• Job reporting: The supervisor is Josh Tay, Director of Retention.

Salary & Employment

• Days 1–30: $1. 5K (part‑time transition phase).
• Days 31–60: $3K (full‑time start). Begin managing three client accounts independently.
• Days 61–90: $4–5K + performance bonuses, negotiated annually.
• Location: fully remote.
• Employment type: full‑time.
• Seniority level: entry level.
• Job function: Business Development and Sales.
• Industries: Advertising Services.

Growth, Transparency & Fairness

• Progress is clearly defined based on experience and quality of execution.
• Access weekly performance dashboard for objective & subjective metrics.
• Transparent compensation and predictable path to increases.
• Regular mentorship, feedback, and evaluation against expectations.
• Recognition for high performance and contributions to new tools and improvements.

Location & Environment

• Fully remote; schedule flexibility.
• Autonomy, regular 1:1 feedback, measurable benchmarks, and accountability.
• Weekly check‑ins and continuous opportunities for growth.