Customer Retention Strategist

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.

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.

• 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 and not requiring task lists built by their managers and constant oversight.

• 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, and never lie in any situation.
• 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.

• 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.

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.

• 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…