Client Strategy Director

The Client Strategy Director is responsible for overseeing multiple Pods within the Retention Marketing team, ensuring seamless client service, team performance, and financial health. This role plays a pivotal part in maintaining high service standards, acting as an escalation point, driving profitability, gross profit (GP), and capacity management, and fostering client advocacy to strengthen long‑term client relationships. KEY RESPONSIBILITIES Client Success, Advocacy & Service Delivery 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. Performance & Operational Management 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. Financial & Capacity Management Manage team capacity, workload balance and ensure profitability targets (GP) are met. Optimize Pod structure and uncover revenue growth opportunities within existing accounts. Leadership & Team Development Lead, mentor and upskill Retention Marketing Managers and teams. Build a collaborative, innovative and accountable culture aligned with company goals. KPIs 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. COMPETENCIES & QUALIFICATIONS Leadership & People Development 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. Strategic Thinking & Problem‑Solving Strong capability in identifying challenges and designing scalable, results‑driven solutions. Experience improving client outcomes through data‑backed strategic initiatives. Client Advocacy & Relationship Management 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. Financial & Capacity Management Experience managing profitability, GP margins and resource allocation across teams. Ability to balance team capacity while maintaining efficiency and delivery quality. Operational Excellence & Workflow Optimization Track record of improving processes to enhance execution quality and reduce errors. Strong understanding of workflow systems, SOPs and cross‑team coordination. ENJOY THESE 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 WHY JOIN US Highly Rated Workplace – We have a 4.4/5 Glassdoor rating, with 93% of employees recommending us Career Growth – Rated 4.2/5 for career opportunities, we provide strong professional development Work‑Life Balance – With a 4.5/5 rating, we support flexible, balanced work environments ⚖️ Industry Leader – AKlaviyo Master Elite Partner, helping brands generate $329M+ in revenue Global Impact – Work with a diverse team of 80+ experts, serving 500+ clients worldwide #J-18808-Ljbffr