Client Strategy Director
Job Purpose
The Client Strategy Director is responsible for overseeing multiple Pods within the Retention Marketing team, ensuring seamless client service, exceptional team performance, and strong financial health.
This role plays a pivotal part in maintaining high service standards, acting as a crucial escalation point, driving profitability and gross profit (GP), managing capacity, and fostering client advocacy to strengthen long-term relationships.
Key Responsibilities
Client Success, Advocacy & Service Delivery
- Oversee multiple Pods and act as the final executive escalation point for client issues.
- Improve client satisfaction, retention, and Net Promoter Score (NPS).
- Drive brand advocacy through the generation of referrals and case studies.
Performance & Operational Management
- Set and track KPIs across Pods while ensuring seamless collaboration between Strategists and Activation Specialists.
- Analyze team performance and spearhead process improvements to boost efficiency and overarching results.
Financial & Capacity Management
- Manage team capacity and balance workloads efficiently.
- Ensure profitability targets and Gross Profit (GP) margins are met or exceeded.
- Optimize Pod structures and uncover revenue growth opportunities within existing client accounts.
Leadership & Team Development
- Lead, mentor, and upskill Retention Marketing Managers and their respective teams.
- Cultivate a collaborative, innovative, and accountable culture that perfectly aligns with company goals.
Competencies & Qualifications
- Leadership & People Development: Proven track record of mentoring and developing high-performing teams with strong retention and growth. Demonstrated ability to foster a collaborative, accountable, and high-performance culture.
- Strategic Thinking & Problem-Solving: Strong capability in identifying challenges and designing scalable, results-driven solutions. Experience improving client outcomes through data-backed strategic initiatives.
- Client Advocacy & Relationship Management: Skilled in building trusted, long-term client relationships that drive advocacy and retention. Proven ability to translate insights into clear recommendations for clients at all levels.
- Financial & Capacity Management: Experience managing profitability, GP margins, and resource allocation across teams. Ability to balance team capacity while maintaining efficiency and execution quality.
- Operational Excellence & Workflow Optimization: Track record of improving processes to enhance execution quality and reduce errors. Strong understanding of workflow systems, Standard Operating Procedures (SOPs), and cross-team coordination.
Requirements
- Experience: 5+ years of strategic experience in retention marketing, digital marketing, or e-commerce account management.
- Leadership: Proven track record of managing and scaling multiple marketing teams, pods, or departments.
- Platform Knowledge: Familiarity with top-tier retention and marketing automation platforms (e.g., Klaviyo, Shopify).
- Financial Acumen: Demonstrated experience in managing P&L, gross profit margins, and team capacity optimization.
- Communication: Exceptional verbal and written English communication skills, with the ability to present complex strategies to senior stakeholders.
- Location: Candidates from any Southeast Asian (SEA) country with a reliable remote work setup are welcome to apply.
Key Performance Indicators (KPIs)
- Client Retention: Net Revenue Retention (NRR) and overall client retention metrics
- Client Satisfaction: NPS and overall retention rates.
- Client Advocacy: Number of referrals, testimonials, and case studies generated.
- Operational Efficiency: Workflow optimization within Pods and SLA adherence.
- Financial Performance: Gross profit (GP) and overarching profitability of teams.
- Escalation Management: Resolution time and the impact on client retention.
- Performance Management: Employee retention, development, and team satisfaction.
Enjoy These Benefits
- Remote Flexibility: Full-time remote work setting in an outcome-focused environment.
- Generous Time Off: 30 days of Paid Time Off annually + observance of Public Holidays.
- Supportive Allowances: Internet, Health, and Wellness allowances.
- Family Support: Maternity and Paternity benefits.
- Rewards & Bonuses: Loyalty rewards, plus performance-based incentives and bonuses.
Why Join Us?
- Highly Rated Workplace: We have a 4.4/5 Glassdoor rating, with 93% of employees recommending us!
- Career Growth: Rated 4.2/5 for career opportunities, providing strong professional development.
- Work-Life Balance: With a 4.5/5 rating, we support a highly flexible, balanced work environment.
- Industry Leader: We are a Klaviyo Master Elite Partner, helping direct-to-consumer brands generate over $329M+ in revenue.
- Global Impact: Work alongside a diverse team of 80+ experts, serving 500+ clients worldwide.
Get In Touch
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