Senior Retention Strategist
Job Description
Here at CTC, we’re an agency of entrepreneurs. We know what it’s like to run an ecommerce business. Because we have. And still do.
Like our clients, we’ve taken 3am calls with overseas suppliers, haggled pennies off pick-and-pack fees, watched something grow and thrive against the odds.
Whether the client dreams of transforming the world or turning a profit, our success depends on their success.
At our core, CTC is a service provider; building brands across visitors, conversion rate, and lifetime value. Centered around our ecommerce growth formula, we tested on our own strategies and brands, to help scale what works.
Additionally, we’re a human service business. And our people are our product. We invest in them because they invest in our client's business. CTC is a fully remote company of creatives, data geeks, and leaders that expanding across the United States & Canada.
We truly believe careers are a catalyst for your future self — because we’re not just interested in who you are, but in who you want to be.
Growth is equal parts acquisition AND retention. At CTC we believe that true growth strategy requires holistic thinking across channels. This role is key to helping our strategy teams develop their holistic planning to include owned channels like email and SMS. The Senior Retention Strategist is the resident expert who will create education and best practices for our teams; audit new and existing clients; create roadmaps for flows and automations, and provide feedback and input to existing client strategies.
To be successful in this role, we’re looking for someone who can fly at 10,000 ft and provide an eagle eyed view of retention opportunities, but also roll up their sleeves to create beautiful and smart presentations recommending the optimal flows and automations for our clients.
WHAT WE LOOK FOR
This place isn’t for everyone, but it might be for you if…
YOU SET THE STANDARD
You are committed to making decisions informed by research
Your customer service is referenced as the bar that others strive to emulate
You take pride in arriving to meetings prepared with insight to contribute
You organize your time and say “no” appropriately so that you can attend to what is most critical
You are committed to approaching challenge & failure with curiosity about how to improve
Your word is trustworthy; you do what you say you will
YOU ARE DRIVEN TO INCREASE VALUE
You are passionate about building brands for the next generation
You gather context ahead of meetings so that you arrive prepared with insight and input
You clearly articulate your expertise so that even a beginner can understand the concept
You are in the habit of documenting and reporting your work
YOU CREATE AN ENVIRONMENT OF EXCELLENCE
You seek opportunities to refine your skills without being prompted
You desire to inspire others with your excellence and expertise
You are willing to put in the reps to be an expert in your domain
You resist the temptation to play victim; instead, you take 100% ownership over outcomes
WHAT YOU’LL DO
TEACH | You’re all about creating a unique and differentiated customer experience that drives loyalty and lifetime value. You understand that retaining current customers is a key to successful business growth - for both the client and CTC. As a Senior Retention Strategist, you are THE expert on all things retention at CTC: Email, SMS, CRO, Loyalty, and Subscription design. The best part of amassing all this knowledge and expertise is that you’ll get to share it with your colleagues as you teach best practices and share foundational knowledge of retention strategy.
PARTNER | Working closely with Paid Media, Paid Search, and Creative Services, you’ll collaborate across internal teams to provide input and plan cohesive marketing campaigns that fuel growth for our clients. Partnership with internal teams and client contacts will enable your clients to achieve their dreams by engaging and retaining customers.
ANALYZE | You have a passion for results-driven data and a track record of being able to identify, develop, segment, execute and optimize retention marketing campaigns. With a multi-brand purview (clients you directly work on and other CTC clients) you are able to spot trends and connect the dots on what success may look like across industries and verticals. Working with the data analyst, you will share the trends that you’re seeing both externally through CTC marketing materials and internally.
Develop Best Practices and training materials to evangelize the power of Retention across CTC
Audit new clients and existing clients to find opportunities for them to partner with CTC
Joining client meetings (as needed) to provide strategic thinking and input on retention activities
Ideation with the creative strategy team on marketing calendars (as needed)
Success in Your First Three to Six Months Looks Like
Identify training needs for internal teams and create an educational calendar with plan for presentations and materials to be developed
Identify training opportunities for yourself to continue to develop expertise and stay ahead of the trends
Establish relationships with internal partners and provide clarity on ways of working
Service existing growth team clients with focus on retention strategies, in partnership with growth teams
WHAT YOU’LL BRING TO THE TABLE
Bachelor's degree preferred but not required.
5+ years experience as a client-facing, main point of contact for retention services.
Strong knowledge of email and SMS marketing, email design, ESP functionality, copywriting and best practices for email deliverability.
Reputation as a thought leader in the email and SMS marketing industry.
Familiarity with major email, SMS, and loyalty platforms (Klaviyo, Attentive, Postscript, Yotpo, etc.)
Exceptional written and verbal communication skills.
Ability to organize, prioritize and manage multiple tasks with great attention to detail.
A unique combination of humility (willing to do the dirty work) and ambition (vision for what your future holds).
An insatiable curiosity, and an inability to leave a problem alone until you’ve found one or many different potential solutions.
A desire to take risks - but only after carefully examining the calculus and determining that your chosen course of action is most effective.
Highly collaborative, with a passion for data and digital strategy
Hands-on experience with A/B testing and persuasive copywriting.
Strong communication skills (verbal and written) with the ability to support or defend a position or idea in a clear, concise, and persuasive manner.
SALARY
- The base salary for this position is $90,000 - $100,000, annually
- Bonus potential is 15% of base salary
- More information on benefits and CTC's Employee Stock Ownership Program in the "About Us" portion
We’re storytellers, buyers, builders, designers, coaches, partners, leaders, entrepreneurs of our own lives, and in our hearts, we at the Common Thread Collective (CTC), are dreamers.
With an untraditional take on marketing, CTC is an ecommerce growth agency helping entrepreneurs achieve their dreams.
A job is a job is a job. At CTC we don’t hire you for a job. We believe careers are a catalyst for your future self — because we’re not just interested in who you are, but in who you want to be.
Come sell stuff online, tell stories, build websites, shape brands, create processes, scale accounts, and help fellow entrepreneurs turn their dreams into reality.
We’ll come alongside you and care for you in your pursuits by offering full-time permanent CTC entrepreneurs:
- ESOP | An agency by the people for the people. CTC offers an Employee Stock Ownership [ESOP] program where 80% of the company will be employee owned by 2023. This stock is on top of 401k investment with an estimated* 45% higher earning potential than other agencies.
- 401K | program with a 3% company match (post 90 days employment) to bring out the investor inside you
- TIME OFF | When you’re at CTC, you’re firing on all cylinders. To make that possible, we offer a Flexible Time Off policy where you will coordinate with supervisor to take time away from the office for rest, travel, and variety of others things that are important to you!
- MEDICAL | Full health, dental, and vision benefits that fit your lifestyle and goals
- WELLNESS | A wellness reimbursement program that inspires 360 degrees of health: mentally, physically, and spiritually
*NOTE: ESOP estimates are based on total earning potential over the course of vesting shares and not a guarantee.
CTC is an Equal Employment Opportunity employer. We Embrace I.D.E.A. and are committed to fostering a culture of performance and inclusivity.
Common Thread Collective provides this Privacy Notice for California Consumers/Employees only to individuals residing in the State of California who are considered “Consumers” under the CCPA and from whom we collect “Personal Information” as described in the CCPA (“Consumers”). This CCPA Employee Privacy Notice sets forth our privacy practices as required by the California Consumer Privacy Act of 2018 (“CCPA”). We provide you this notice because, under the CCPA, California Residents who are employees, employee applicants, or contractors qualify as Consumers. For purposes of this CCPA Employee Privacy Notice, when we refer to Consumers, we mean you to the extent you are a California employee, employee applicant, or contractor. To see our full policy, please click here.
Date Posted
06/10/2023
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16
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