Head of Retention – Email, SMS

This is a fully remote position, open to applicants in Australia, +1 more country.

📋 Description

• Take ownership of the Retention department's profitability and consistently meet gross profit objectives, quarter after quarter.

• Track key performance indicators for the department, such as average client lifetime, churn rates, and retention statistics, and intervene promptly if they trend negatively.

• Make informed decisions regarding resources and pricing to safeguard margins without compromising service quality.

• Maintain the Retention product at a world-class standard, ensuring it creates genuine mutual benefits for clients.

• Manage "The Retention Way" - our fundamental system - including documentation, training, adherence to standard operating procedures (SOPs), and critical decisions regarding its evolution.

• Foster innovation in lifecycle strategies, testing methodologies, and measurement techniques to keep us ahead of competitors.

• Cultivate and maintain strong relationships with key retention clients, serving as the primary point of escalation during challenging situations.

• Enhance retention efforts by providing support and guidance to Strategists on campaigns and flows that drive revenue.

• Actively seek client feedback with the goal of exceeding expectations rather than merely fulfilling them.

• Conduct exit interviews with clients who have churned and incorporate insights gained into product development.

• Recruit, develop, and, when necessary, part ways with talent, focusing on individuals who can significantly contribute to P&L growth.

• Serve as an S-leader to Group Leaders, Strategists, and Specialists.

• Utilize our Performance and Growth Framework (PGF) to conduct regular one-on-ones, PGP reviews, KPI evaluations, and feedback sessions that are genuinely valued by team members.

• Collaborate with the marketing team on agency campaigns, marketing materials, case studies, testimonials, and lead generation efforts for Retention.

• Assist in sales discussions where your expertise can bridge gaps.

• Build robust relationships with our Paid Social and Google units to facilitate internal referrals.

• Partner with the Process Excellence Manager and COO to enhance utilization, billable income, and process efficiency.

⛳️ Requirements

• You have experience leading a retention, lifecycle, or CRM team, preferably in an agency setting, with a focus on P&L or revenue accountability.

• You possess in-depth knowledge of email and SMS marketing. While speed in Klaviyo is not a requirement, you should be able to differentiate between world-class and adequate work swiftly and articulate that distinction.

• You have managed teams rather than just individual contributors.

• You are commercially savvy - gross profit, utilization, retention rates, and pricing are tools you regularly utilize, not mere concepts.

• You are comfortable serving as the escalation point; challenging client discussions do not intimidate you.

• You are adept at giving and receiving candid feedback. Our culture thrives on openness, and a leader who avoids tough conversations will not succeed here.

• You lean towards systematic approaches. When an issue recurs, you focus on fixing the process rather than just addressing the specific instance.

• You are willing to work overlapping US hours as part of a globally distributed team.

🏝️ Benefits

• Opportunity to lead and shape a dynamic team.

• Engaging work environment with a focus on innovation.

• Competitive salary and performance-based incentives.

• Comprehensive benefits package including health, dental, and retirement plans.

• Professional development and training opportunities.