Senior Manager of Client Retention and Growth Strategy

About us

Share Local Media, or SLM, is a rapidly growing startup reimagining the world of offline marketing for tech and e-commerce companies. We started as e-commerce marketers ourselves, and launched SLM with a goal of transforming offline marketing channels, starting with direct mail and now OOH, by turning them into high performing, scalable channels for a digitally native client set. To do so, we've taken an inputs based-approach to the space, and re-engineered the channels from the ground up to make it easier to test, faster to execute, more measurable, and ultimately, more effective for e-commerce and tech clients of all types.

So what does SLM actually do? We're a full-service direct mail & OOH agency, media program operator, and technology platform, serving some of your favorite e-commerce and tech brands (think Casper, Away, Grubhub, etc.). We live and breathe direct response marketing, and strive to delight clients with high performing campaigns built around fast, data-driven client service, and premium, unique branding.

What are we like at SLM? We're passionate, humble, and kind. We value data-driven thinking, speed, persistence, creativity, and teamwork. We love helping clients grow and scale through a tactile medium that has long term brand value. And finally, we get excited about transforming an old-school channel into something new through data, product, technology, and a service-driven mentality.

Share our excitement? Great - we'd love to hear from you!

The Role

We are looking for a Senior Manager of Client Retention and Growth Strategy to spearhead client retention and growth initiatives on our Poplar platform. A key strategic partner to the account management team, this role is responsible for improving client retention rates, increasing client growth, and providing clear reporting and defining relevant metrics for leadership and internal stakeholders. Specific responsibilities include analyzing client retention rates, diagnosing causes for churn, and uncovering actionable insights from successful campaigns to develop strategies promoting long term platform stickiness and client growth. You will help us define the trajectory of clients' life-cycle/spend, identify areas of growth within existing clients, inform new product capabilities based on client data/usage, and provide recommendations to managers and the executive team for implementation. You will also create internal reporting, define relevant KPIs and work with the product team to ensure back-end data is structured to support reporting capabilities.

This role is crucial to the continued growth of the platform and has high leadership visibility. Ideal candidates are self-starters who love breaking down complex problems, building solutions, delivering actionable and data-driven insights, and working in a fast-paced, dynamic environment. You would help to create scalable systems and programs that will help transform the organization and drive revenue and retention. You'll work with key stakeholders to ensure the delivery of high quality initiatives that have an impact on growth and overall customer experience.

Key Responsibilities:

• Partner with Product and Engineering teams to build out reporting metrics that deliver insights across campaign lifecycle: from client onboarding and campaign creation through campaign launch and performance in market

• Identify gaps in our current data collection. Work directly with the Product team to suggest new platform capabilities that capture missing client intent or performance data

• Design and automate a recurring feedback schedule (e.g. Customer Satisfaction Scores) at critical client lifecycle stages to gather data on improving overall client experience

• Translate client feedback into actionable product insights and collaborate with Product and Marketing to inform roadmap priorities

• Analyze client churn rates and work with Account Management team to develop enhanced client retention strategies

• Uncover insights from successful efforts to identify new opportunities and strategies to maximize performance for all clients

• Translate complex data insights into repeatable playbooks the Account Management team can utilize to aid in the growth and retention of clients

• Help develop the roadmap for how a client moves from "Initial Test" to "Always-on Scale," including milestones for upsell/crosssell opportunities

• Own execution of these strategic programs supporting the Poplar team

• Regularly report on the effectiveness of these strategic programs to senior management, providing insights and recommendations for ongoing improvements

• Manage multiple concurrent workstreams, stakeholders, and timelines to ensure on-time, high-quality delivery

• Contribute to the development of scalable implementation of processes and best practices across the platform team

Requirements:

• 5+ years of relevant experience in marketing, account management, strategy, or consulting, preferably in SaaS, AdTech, MarTech, or startup environments

• Experience working within multi-channel marketing ecosystems (SMS, RCS, email, push, CDPs, ESPs, marketing automation platforms)

• Demonstrated ownership of ambiguous projects and self-defining objectives and priorities

• Proven experience mapping customer journeys and developing strategies to reduce churn or increase net revenue retention.

• Experience building standard operating procedures that have been successfully adopted by larger teams

• Strong analytical skills with the ability to leverage AI and pull together data to generate insights

• Proven ability to work effectively cross-functionally, building relationships and ensuring cohesive strategies towards common business goals

• Strong, hands-on project management experience delivering large-scale technical deployments

What we offer

• Base salary range for this position is $120,000 - $128,000 and is based upon experience and other factors.

• Hybrid role based out of our NYC office

• Ownership and growth opportunities

• Flexible vacation policy

• Robust benefits package

• A fun culture including: catered meals, team events, and happy hours

• The opportunity to work with a group of passionate, humble, and kind team members

If you're looking to be part of something new that is transforming an industry, this is the role for you. You will be empowered to think like an entrepreneur by coming up with new ideas, testing, implementing, and then scaling them quickly.