Retention Strategist

About the Company
Our client is a full-service retention agency built for Shopify brands doing $200K+ a month in revenue. The team runs email, SMS, direct mail, subscription, and loyalty programs for 45+ brands and has driven over $40M in attributable email revenue to date. The agency positions itself as a strategy-first partner, not just a shop that writes good copy and designs nice emails. Every client gets a dedicated pod (a Retention Strategist, Specialist, Lead Designer, Email Designer, and Copywriter) all working together on real lifecycle strategy. The culture is plain-English and roll-up-your-sleeves, no fluff, no ego, just people who want to be proven wrong so they can get better. The team has real autonomy to test and take ownership within reason, and makes time to actually hang out, gathering every other Thursday.
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Role Overview
This is a net-new hire for the agency's second pod, not a backfill. Remote position (PST or CST preferred). The person in this role will own retention strategy and client relationships for a set of Shopify brands, running biweekly client meetings and staying close in Slack day to day. They will also lead their pod's execution, working alongside a Specialist who handles Klaviyo, Postscript, and Shopify build-out, plus a Designer and Copywriter, to ship monthly campaign strategy that actually moves revenue. The role blends account management and hands-on strategy, so the ideal candidate needs to be sharp enough to build the plan and grounded enough to make sure their pod executes it well.
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Responsibilities

• Own client relationships: run biweekly strategy calls and day-to-day Slack communication as the main point of contact for a book of Shopify brands.
• Build lifecycle strategy: develop and lead monthly email, SMS, and direct mail campaign strategy tailored to each brand rather than a one-size-fits-all playbook.
• Lead the pod: direct a Specialist, Lead Designer, and Copywriter to turn strategy into shipped campaigns on time and on brand.
• Use data to drive decisions: read cohort and customer value data to figure out what is actually working and adjust strategy accordingly.
• Keep an eye on craft: review copy and design before it ships, holding the bar on quality as the brands on the roster keep leveling up.
• Flex across brand types: manage a mix of client personalities and categories rather than optimizing for a single kind of brand.
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Who They're Looking For

• Hands-on experience with Klaviyo and Shopify, and ideally Postscript, pop-up tools, or direct mail platforms.
• Has run retention or lifecycle strategy for ecommerce brands, whether at an agency or in house.
• Comfortable owning client relationships directly, not just executing behind the scenes.
• Has an eye for what good copy and design actually look like, even if not the one writing or designing it.
• Has worked across more than one type of brand or customer avatar, not just a single niche.
• Takes feedback well and changes their mind when the data says they should.
• Wants ownership and is fine with the ambiguity that comes with a fast-growing, bootstrapped team.