Retention Marketing Strategist

Scale Army

Location

Fully remote | 9 AM - 5 PM EST

Role Overview

The Retention Marketing Strategist will take full ownership of the strategic direction and long-term success of large and enterprise DTC client accounts. The main goal for this role is to develop and implement retention strategies that drive client growth and reduce churn. This role operates with high autonomy, leading end-to-end retention programs from strategy development through execution oversight and client leadership, while mentoring internal team members and driving innovation across lifecycle initiatives.

Key Responsibilities

Account Strategy & Ownership

• Own the complete lifecycle strategy for large and enterprise DTC clients.
• Develop and maintain quarterly roadmaps aligned with client goals and performance.
• Recommend high-impact initiatives, including flows, campaigns, and cross-channel opportunities.
• Take a holistic approach to retention, proactively identifying opportunities for growth, efficiency, and innovation.
• Serve as the strategic authority for assigned accounts, guiding long-term direction and decision-making.

Client Leadership & Relationship Management

• Act as the primary point of contact and strategic lead for enterprise clients.
• Lead client calls, including agenda creation, presentation delivery, and post-call follow-ups.
• Build trusted relationships with clients based on clarity, results, and confidence.
• Manage client expectations, risks, and concerns to ensure long-term retention.
• Resolve client escalations efficiently, partnering with the Team Lead when necessary.

Reporting, Insights & Strategic Storytelling

• Translate complex performance data into actionable insights on a monthly and quarterly basis.
• Develop executive-ready reporting and presentations that align results with recommendations and future strategies.
• Use insights to challenge assumptions and guide client prioritization.
• Share data-driven insights to elevate strategic thinking internally and with clients.

Scope, Resourcing & Program Management

• Own monthly scope management, ensuring alignment with contracted hours and strategic priorities.
• Monitor utilization with the Team Lead, anticipating risks and adjusting roadmaps as needed.
• Lead client conversations on scope adjustments or trade-offs when necessary.
• Balance strategic ambition with operational discipline to ensure quality execution.

Team Leadership, Mentorship & Coaching

• Mentor and guide Lifecycle Marketing Strategists and Specialists.
• Provide coaching on strategic thinking, execution quality, and client communication.
• Serve as a go-to resource for lifecycle strategy questions across the department.
• Contribute to training materials, documentation, and team enablement initiatives.

Subject Matter Expertise (SME)

• Maintain deep expertise in lifecycle marketing areas such as experimentation, SMS, loyalty, and advanced segmentation.
• Act as the internal expert for assigned areas of expertise, supporting both clients and internal teams.
• Create and update training documentation, best practices, and evolving playbooks.
• Share industry trends, platform updates, and insights regularly with the department.

Execution Oversight, QA & Project Support

• Oversee execution, ensuring projects are delivered on time, on strategy, and on budget.
• Maintain accurate tracking and updates in internal systems such as ClickUp and email planners.
• Serve as second-round QA for all campaigns, ensuring accuracy and brand alignment before client approval.
• Uphold a high standard of quality across all deliverables related to assigned accounts.

Qualifications

Experience

• 5 7 years of experience in lifecycle marketing, client relationship management, or a similar role.
• Proven track record of managing enterprise-level accounts and leading retention programs.
• Experience across lifecycle channels, including email, SMS, loyalty, subscriptions, and segmentation.
• Experience working with Klaviyo.
• Experience with Shopify.

Skills

• Strong strategic thinking and leadership capabilities with a data-driven approach to decision-making.
• Manage a portfolio of customers.
• Deep expertise in lifecycle marketing best practices, experimentation, and program growth.
• Experience working with cross-functional teams, managing resources, and driving strategic initiatives.
• Excellent communication skills with the ability to influence and build trusted relationships.
• Ability to manage multiple priorities while maintaining high standards of quality and execution.

What Success Looks Like

• Consistent, measurable improvement in retention performance and program sophistication.
• Proactive, data-backed strategies driving long-term value for clients.
• Strong client satisfaction and trust leading to long-term retention and expansion opportunities.
• Meaningful contributions to training, documentation, and departmental growth.
• Data-driven strategies to optimize email and SMS campaigns.