Client Strategy Director

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November 20

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Chronos Agency

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eCommerce • Marketing • B2B

Chronos Agency is a leading lifecycle marketing agency that specializes in helping eCommerce brands grow sustainably through customer retention strategies. They offer services such as email marketing, SMS marketing, push notifications, and paid media to increase customer lifetime value and revenue. With a focus on creating tailored retention strategies, Chronos helps clients turn a single sale into ongoing growth by utilizing advanced marketing tactics like strategic automation and audience segmentation. As an award-winning Klaviyo Master Elite Partner, Chronos is recognized for their expertise in eCommerce email marketing and their ability to deliver sustainable growth results for over 500 brands worldwide. Their clients benefit from higher engagement, improved customer loyalty, and increased revenue through refined marketing strategies and insightful data analysis.

51 - 200 employees

🛍️ eCommerce

🤝 B2B

📋 Description

• Oversee multiple Pods and act as the final escalation point for client issues. • Improve client satisfaction, retention, NPS and drive advocacy through referrals and case studies. • Set and track KPIs across Pods while ensuring smooth collaboration between Strategists and Activation Specialists. • Analyze performance and lead process improvements to boost efficiency and results. • Manage team capacity, workload balance and ensure profitability targets (GP) are met. • Optimize Pod structure and uncover revenue growth opportunities within existing accounts. • Lead, mentor and upskill Retention Marketing Managers and teams. • Build a collaborative, innovative and accountable culture aligned with company goals. • Client Satisfaction: NPS and 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 overall profitability of teams. • Escalation Management: Resolution time and impact on client retention. • Performance Management: Employee Retention, Development and Satisfaction.

🎯 Requirements

• 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. • Strong capability in identifying challenges and designing scalable, results-driven solutions. • Experience improving client outcomes through data-backed strategic initiatives. • 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. • Experience managing profitability, GP margins and resource allocation across teams. • Ability to balance team capacity while maintaining efficiency and delivery quality. • Track record of improving processes to enhance execution quality and reduce errors. • Strong understanding of workflow systems, SOPs and cross-team coordination.

🏖️ Benefits

• Full-time Remote Work Setting • Paid Time Off (30 days annually) • Observance of Public Holidays • Internet Allowance • Health and Wellness Allowance • Maternity and Paternity Benefit • Loyalty Rewards • Performance-based Incentives and Bonuses • Outcome-focused Environment