Retention Lead – CRM, DTC

This is a fully remote position, open to applicants in France.

📋 Description

• Manage the complete client relationship: serve as the primary point of contact, outline project scopes, conduct monthly presentation calls, report on performance, and navigate high-pressure situations.

• Coordinate production efforts with the Strategist and Specialist — you drive progress, ensure timely deliveries, and maintain accountability.

• Proactively plan: organize key moments ahead of time, prioritize tasks, and prevent tasks from becoming urgent at the end of the month.

• Analyze retention data: interpret a performance dashboard, identify drop-offs, formulate hypotheses, and translate these into actionable plans with the production team.

• Expand your accounts: recognize relevant upsell opportunities (such as dedicated campaigns, audits, custom flows), define them, and present them effectively.

• Take responsibility for your clients’ retention — this is your top KPI.

⛳️ Requirements

• At least 4-5 years of experience in account management or client portfolio management.

• Experience in an agency or DTC e-commerce setting is preferred but not mandatory — we also welcome strong candidates from demanding account-driven sectors (large B2B accounts, SaaS, tech) who can adapt quickly. Familiarity with Klaviyo/CRM is not a requirement, as we provide training.

• Exceptional operational precision (our top criterion): you ensure no information is lost between client and production, meet all deadlines, and anticipate needs rather than react.

• Comfort with data: you don’t shy away from performance dashboards and can extract business hypotheses from the data.

• Effective client communication: you are capable of leading presentation calls, writing concise reports, and managing tense situations without escalation.

• Accountability: when challenges arise, you respond with "I’ll take care of it" — no drama, no ego. (Our culture promotes: "Fail. Learn. Move on.")

• Ability to decline client requests when necessary: you can push back on unrealistic demands without compromising the relationship.

• Native French proficiency is required (our French beauty/lifestyle clients have high standards; every word on calls matters). English proficiency at B2/C1 level is advantageous but not essential.

🏝️ Benefits

• A long-term freelance position, approximately 5 days per week, compensated as a freelancer.

• Fully remote work, within a time zone of FR ±2 hours — offering complete flexibility regarding your work environment and hours. We focus on deliverables and retention, not just presence.

• An earnings package structured to reward comprehensive ownership, divided into four components: (1) a fixed monthly base, (2) a bonus per account managed, (3) a commission on upsells generated, and (4) an annual retention bonus if your accounts are maintained. The more you grow and retain your portfolio, the greater your earnings — this role provides clear visibility of performance in your compensation.

• Opportunities for skill enhancement: Klaviyo training and production process insights to enable you to effectively manage operations.

• Join a collective of freelance experts within an output-driven organization, free from unnecessary bureaucracy.