Ecom Retention Strategist

We're The Retention Agency.
We do exactly what our name says - Retention for Ecommerce Brands. We do this through 2 sides of our service;
Execution of Strategy through owned media channels
Advisory + Strategic advise around the customer lifecycle, funnels and product mix
Our constraint is not leads. It’s brains and bandwidth at the top of the delivery stack.
We’re looking for a Strategist to own the health and success of our client portfolio (with a deep focus on complex accounts) so accounts grow, stay, and run on time.
If you’ve run serious lifecycle/CRM for ecommerce brands and you like solving complex problems with clear thinking and clean systems, keep reading.
What you’ll own
You will be responsible for:
The commercial and relationship health of our highest-value accounts
Keeping complex work on time and in scope across AMs and designers
Handling complex edge cases, tough calls, and escalations
Turning what works into simple playbooks that AMs and leaders can run without you
You’ll work directly with Angus (Founder) and our senior AMs.
Outcomes you’re measured on
Across the portfolio (you own these, especially for our most complex accounts):
Company logo retention: 97%+
Company NPS: 9+
If you want a role where your work shows up clearly in the numbers, this is it.
What you’ll do day to day
Own key roadmaps and keep them realistic, aggressive, and on time
Lead key client calls: set direction, make decisions, keep stakeholders calm and confident
Support AMs on high-volume and high-complexity accounts; see what they don’t see yet
Run daily pulse sweeps across accounts and weekly performance sweeps across key brands
Handle complex edge cases and escalations, with clear thinking and fast decisions
Run monthly audits on accounts with punchy, prioritised recommendations
Build and refine niche playbooks, edge-case plays, and sweep SOPs so the whole team gets smarter over time
Coach AMs so they understand what you did and why, not just “what to do”
This role is for you if…
You’ve owned lifecycle / CRM / email strategy for serious ecommerce brands
You can hold multiple 7–8 figure brands in your head and still make clean, fast decisions
You’re comfortable being dropped into chaos and creating structure
You like teaching operators how to think, not just handing them answers
You think in systems: if a problem happens twice, you write the playbook so it doesn’t need you the third time
Requirements
3–5+ years in email/retention/lifecycle strategy for ecommerce brands
Proven experience with high-volume accounts and complex setups
You’ve led calls with CMOs / founders and handled escalations
Strong analytical skills: you can look at performance, spot the problem, and prescribe a plan
Excellent written and verbal communication in English
Able to work Australia-friendly hours
Why The Retention Agency
Real demand: our problem is capacity, not getting clients
Senior team: you’ll work directly with the founder and strong AMs, not babysit juniors all day
Systems mindset: we invest in playbooks, AI, and operations so your work is leveraged, not wasted
Competitive compensation, meaningful autonomy, and the chance to help as we scale into the #1 Agency in APAC.

Work arrangement
Yes