Customer Retention Strategist Glasgow, United Kingdom

Our Mission is to be able to say - "Anyone in the World below $15M should fire their Agency tomorrow as nobody can beat this Value & Service at this Price". We are seeking a highly driven and performance-oriented Customer Retention Strategist to join our team. In this position at Common Thread Collective (CTC), you will play a pivotal strategic role, guiding our clients toward durable, scalable growth. Your core responsibility is to deliver steady and reliable revenue through retention-focused initiatives—using data-backed insights to build accurate forecasts, shape strategic direction, and ensure consistent performance.

At CTC, your expertise is invaluable, covering the elements of CTC's strategic forecasting methods and the foundational principles of retention marketing. Beyond managing email programs, you operate as a trusted advisor to our clients across all areas of retention strategy, clearly communicating rationale behind decisions and connecting forecasting insights to email, SMS, direct mail, and other retention touchpoints we activate. Your clarity strengthens client trust and deepens alignment throughout the partnership. You also act as a strong advocate for CTC’s unique retention methodology and the tools that support it.

As a Customer Retention Strategist, you lead with precision and purpose, ensuring every initiative is executed to the highest standard and tightly aligned with client objectives. You thrive on solving complex challenges, take complete ownership of outcomes, and are committed to developing, enhancing, and scaling high-impact retention programs. We embody the principle “Everyday in Every Play, Count on Me”—embracing accountability, striving for excellence, and consistently delivering results that matter.

What We Look For

Our core values are the heart and soul of this incredible Company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

• Autodidact: Naturally curious and an autodidact, able to absorb information quickly and effectively, like osmosis. Your commitment to learning sets you apart, absorbing information swiftly and more effectively than your peers. Your openness to both offer and embrace feedback as an opportunity for growth and implement it proactively, without needing constant direction. Demonstrates resourcefulness, and independently refines your skills without being prompted. Thrives in a self-managed environment, showing autonomy, initiative, and a commitment to continuous improvement.
• Unimpeachable Character: Embodies a character that inspires pride in both personal and professional associations. Consistently honest, with the courage to acknowledge and communicate hard truths, and the humility to accept them, even when uncomfortable. Displays a high level of self-awareness, taking full ownership of outcomes without resorting to a victim mindset. Values constructive feedback and integrates it, understanding nothing great is built without feedback.
• Competitive Greatness: Performs at their best when it matters most, enjoying hard challenges. Demonstrates an unyielding determination to get things done, regardless of obstacles, time constraints, skills needed, or resources. Adapts to changing circumstances, recognizing that true success is about not just meeting, but exceeding what is required. Possesses a deep passion for their work, using creativity and resilience to overcome any hurdle.

Minimum Experience Requirement

At least 2 years of hands‑on experience in email and SMS marketing, with proven execution across campaigns, automations, segmentation, and optimization. A minimum of 2 years of experience in retention marketing, owning initiatives that drive predictable revenue, customer lifetime value, and ongoing lifecycle improvements.

Necessary Skills

Kick‑Off Period: Be willing to put in the hard work required and be hungry enough to go through the kick‑off. Being ready and prepared for this to be the hardest job you have ever worked, as you would fundamentally develop a high‑leverage new skill. The ability to take feedback and implement it fast. Finish the work to the fullest with quality and on time. Perseverance. Remember and learn from the repetitive doing of the exercises.

Onboarding: Align with the team and contribute to the Brain Trust for ideas across clients. Manage, align & work with the team members of your pod including Growth strategist, Meta/Google/Channel Media Buyer, and Creative Strategist. Ability to organize, prioritize, and manage multiple tasks with great attention to detail. Upkeep of data integrity of your clients across Statlas and other tracking tools. Be responsible for the execution of the Prophit system for your clients. Build an Email Forecast for your clients utilizing a Growth map using the Prophet System Data Analysis required during analysis of past campaigns and flows etc. Marketing calendar alignment and upkeep with clients.

The Monthly Execution and Actualization vs the Forecast. You make tactical deconstructions and actualize the projections each month, and determine additional resources required to meet KPIs. Combine data analysis and feedback from clients to develop strategic plans for the future. When it’s time to pivot you are among the first early adopters. Take a lead in situations that present any obstacle to execution. Insatiable curiosity, and an inability to leave a problem alone until you’ve found one or many different potential solutions. Responsible for the implementation of CTC's Email and SMS best practices. Leverage tools like memberships, subscriptions, loyalty programs, popups, quizzes, cart drawers, post‑purchase upsell tools, direct mail and more, to impact retention metrics. Maintain management of our ideologies and processes throughout the account. Monitoring active campaigns, and deploying additional resources, or updating strategy to ensure the best possible chance of hitting the Projected Targets. Implementing tests in your accounts in an effort to beat your best‑performing campaigns.

Ensuring and Holding the Standard of Quality of Work: Ensuring deliverables are on‑brand 100% of the time, in collaboration with designers and copywriters. Ensuring that automations, campaigns and any other retention tool has the correct technical setups and work in tandem to achieve desired business outcomes. Ensuring alignment with the client vs the forecast & strategy. Ensuring following the Prophit system execution to 100% within the timeline required. Ensuring all the work is delivered based on the timeline assigned with optimal quality & attention to detail.

Client Communication: Champion of communication, ensuring the client is aligned on retention goals aligned with revenue goals on the Growth Map and next steps, while making sure everybody on your team has clarity on what is required with exact deadlines. Responsible for sending daily performance updates to the client. Ensure alignment across Strategy and Forecast with the client for every week of the month. Providing weekly updates via Slack. Report where required, collaborating with Growth Strategists and Media Buyers.

Contributing Back: Contributing your learnings back to the system for feedback and continuous improvement. Contributing & collaborating in ideas and learning across teams. Contributing to ideas and learning in future company content production.

Next‑Level Skills

Communication Skills: Fluent in English, with a proven ability to communicate persuasively and present ideas clearly to various stakeholders. Skilled in crafting thoughtful, empathetic client messaging that resonates, demonstrating a high level of emotional intelligence. Strong presentation skills, capable of delivering compelling presentations that drive engagement and decision‑making. Strong raw talent for data analysis, with an eagerness to learn and improve. Familiarity with data tools, including Google Sheets, with the flexibility to develop advanced skills through on‑the‑job experience.

Past Experience: Historical expertise that compounds to bring a well‑rounded perspective and adds value to the role. A breadth of experience from any of the multiple domains, including mathematics, data analytics, copywriting, email/sms marketing etc.

Critical Thinking: Ability to approach challenges with structured thinking, utilizing logical frameworks to effectively solve complex problems. Naturally adept at dissecting issues and proposing practical, impactful solutions.

Impact: Passionate about e‑commerce and eager to contribute to a high‑performing team at the forefront of the industry. Highly motivated and hardworking, with a strong desire to learn, grow, and make a meaningful impact. Thrives in environments where they can see the direct results of their actions on the business, with a strong preference for roles that offer full accountability and autonomy.

Results: You will merge the Retention, Growth and elements of finance to build a forecasted strategy to help the business achieve its goal. Achieve certification and confidence in our ideology by the end of training, enabling precise execution of the Prophit system to ensure top‑quality results for clients. Consistently deliver high‑accuracy performance of retention, far beyond the email/sms platform, referring to the Prophit system's Growth Map and Statlas. Lead and collaborate with your team to optimize productivity and maintain high‑performance standards. Apply best practices in email and sms marketing to drive outstanding results, ensuring no one could achieve better outcomes in your role. Maintain client satisfaction levels above benchmark rates, aligning on forecasts to exceed client expectations. Adhere to rigorous quality standards in client feedback, forecasting, email production and execution. Meet all deadlines and retention requirements, ensuring timely and on‑target performance. Contribute valuable ideas to team discussions and company‑wide content, supporting growth and innovation.

Domain Management: Your supervisor would be Josh Tay, The Director of Retention. As a Customer Retention Strategist, you'll report directly to Josh — a leader known for challenging the norms of retention marketing and alignment with real business growth. Josh is known by his team, and all he’s worked with before, as someone who will make you level up in your thinking. Every team member has walked away being a better Customer Retention Strategist after working with Josh, that’s his promise to you, no matter if you’ve worked with him for 1 month, 1 year or 5 years. Working under Josh’s guidance will push you to your limits in the best possible way. He models the value of “do whatever it takes to be the absolute best”, and learning from him means you’ll level up in knowledge, perspective and precision. Josh is committed to personally ensuring you reach your full potential as a Customer Retention Strategist, supporting your journey every step of the way.

Job Scope: Oversee the profitable growth of retention channels, including but not limited to email, sms, direct mail, popups and push notifications. Where required, you may work within subscription, membership, loyalty programs and more. Write briefs and ensure the rest of the team is able to execute on it. Complete reports with a high degree of accuracy, checking against multiple data points. Analyse metrics and KPIs to measure the effectiveness of retention efforts, providing insights and recommendations for improvements, with Statlas and the Growth Map as your guide. Collaborate with design, content and any other relevant teams to create compelling and engaging email content, ensuring brand consistency and messaging alignment. Ensure the timely delivery of relevant deliverables (emails, sms etc), which includes effective internal project management and management of clients and their teams. Stay updated with industry trends, new features, and best practices in retention marketing to continuously optimize performance. This is a client‑facing role. So you must be able to consult clients and solve business problems, far beyond the email platform. Prioritize the development of relational equity with your team and clients to foster lasting relationships for the continued growth of CTC and our client businesses.

What’s In It For Me?

Salary Range: First 30 days – $1.5K (Part‑time transition phase). Days 31–60 – $3K (Full‑time start). Days 61–90 – $4–5K + performance bonuses.

Give notice at your current job (if applicable). Participate in daily training for the first 15 days. Shadow and support ongoing accounts during the next 15 days while preparing to take on your own clients. Transition to full‑time. Begin managing your first 3 client accounts independently. Continue growing your portfolio. Earn bonuses based on hitting revenue targets. Negotiate your term contract annually. This will depend on the amount of clients and the quality of work.

Growth, Transparency, and Fairness in Career Development: Progress is Clearly Defined Depends primarily on your experience with the system & quality of execution against it. Following a well‑defined path for the first 12 months and how exactly you can grow to be promoted to the next level. Fairness and transparency are prioritized Access a weekly performance dashboard to see exactly where you stand compared to team members on both objective and subjective metrics. Pay transparency is upheld for all team members With consistent contract terms and a clear roadmap for increasing earnings, ensuring everyone understands the path to greater compensation. We will also talk monthly about how you can progress.

My Commitment to You: You will work harder, learn more than ever before, and get recognized by the world for your expertise. You will gain a diverse skill set while actively contributing to the continuous development of new tools and improvements within our system. In doing so you will have an incredible opportunity for rapid career progression. We will continue to provide you mentorship through every step of your development in the role and promotion from it. We will then continue to provide feedback against the expectation and evaluate against it.

Fully remote with the ability to pick your schedule. Embrace autonomy as a core value, with clear expectations, regular 1:1 feedback sessions, and measurable quality benchmarks to support personal growth. Exceptional work is recognized and rewarded, with weekly check‑ins for accountability, ensuring you're consistently challenged and engaged with new opportunities daily.