Job Purpose
We are seeking a strategic and highly capable Retention Marketing or Training Pod Manager to oversee multiple client delivery teams. In this role, you are not just a manager of tasks; you are an escalation point, a quality bar-setter, and a dedicated mentor to our Strategists. You will support in the day-to-day production to focus on the bigger picture: developing top-tier talent, driving aggregate portfolio revenue, and ensuring exceptional delivery standards across all the accounts under your purview.
Key Responsibilities & Accountabilities
Portfolio & Revenue Management
- Own and drive the aggregate revenue targets across all managed delivery teams.
- Maintain an accurate forecast of team performance against monthly targets.
- Diagnose performance gaps proactively and ensure credible revenue recovery plans are executed when necessary.
Quality Assurance & Delivery Standards
- Set and enforce explicit standards for work quality, quality assurance (QA), and on-time delivery.
- Monitor account health independently, catching performance gaps early to ensure high client satisfaction and retention.
- Track team capacity and workload distribution, escalating resourcing needs to leadership before they impact delivery.
Strategist Development & Coaching
- Act as a talent developer, conducting regular 1:1 coaching conversations focused on improving your team's strategic judgment and decision-making.
- Identify specific development gaps and provide targeted, continuous feedback to elevate your Strategists capabilities.
- Protect your team from scope creep by addressing root causes in capacity, team structure, or briefing quality.
Escalation Ownership & Problem Solving
- Serve as the decisive escalation point for complex client relationship risks, commercial decisions (e.g., scope expansions, contract changes), and internal team challenges.
- Identify systemic issues and patterns across different teams (e.g., training gaps, process failures) and implement comprehensive solutions.
Hiring & Onboarding
- Lead the assessment and interview process for new Strategist hires.
- Set clear readiness standards and track comprehensive 30/60/90-day onboarding plans to ensure consistent and successful integration.
Leadership Reporting
- Provide senior leadership with accurate, timely updates on portfolio health, flagging risks before they become misses.
- Surface broader trends and resourcing needs to leadership with proactive, proposed solutions.
SUCCESS MEASURES
Pod-Wide Commercial Ownership:
- Actively contribute to hitting the overarching Pod revenue targets (e.g., hitting targets in ≥4 of the last 6 months).
- Maintain an exceptionally high average goal attainment (≥90%) across a broader, more complex portfolio.
Demonstrable Mentorship & Team Elevation:
- Your presence makes the entire pod better. You can point to specific instances where your input directly improved the output of other team members accounts.
- Actively and successfully mentoring junior strategists.
Strategic Authority & Originality:
- Handle the most strategically complex, high-risk, or multi-brand clients in the pod with ease.
- Bring to the table fully formed views, defend them, and propose novel strategies.
- Successfully anticipate second-order effects before they materialize.
Independent Crisis Resolution:
- The team is able to independently stabilize red accounts and lead crisis recovery plans without relying on you to step in and save the day.
- Proven track record of zero client churn attributable to their own performance failures over a sustained period (e.g., 9 months).
Craft Leadership & Standardization:
- Documenting strategic thinking (creating frameworks, playbooks, or deep-dive analyses) that gets adopted by the wider team.
Key Qualifications
- Bachelor's degree and a strong passion for digital marketing.
- DTC Marketing Experience: Proven agency background in e-commerce retention marketing (Email, SMS, Push).
- Platform Knowledge: Strong familiarity with e-commerce ecosystems and marketing platforms. Hands-on experience with multiple ESPs (Campaign Monitor, MailChimp, ActiveCampaign, Drip, GetResponse, Retention Science, etc.); Klaviyo experience is a plus.
- Data & Business Savvy: Comfortable analyzing key e-commerce metrics (LTV, churn, conversion rates) while managing portfolio revenue, forecasting, and account profitability.
- Leadership & Coaching: Experience managing Strategists. You know how to identify and coach team members through technical gaps in segmentation, A/B testing, and campaign strategy.
- Escalation Management: A track record of stepping in to handle complex client issues, protecting both the client relationship and your team's capacity.
- Quality Control: Highly capable of setting the QA bar for strategic briefs, technical setups, and overall delivery standards.
- Direct Communication: Great at giving clear, actionable feedback to your team and providing straightforward, risk-aware updates to senior leadership.
Enjoy The 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
GET IN TOUCH: We encourage you to stay connected with us and follow our social media pages for the latest updates and future job opportunities at Chronos Agency :
- LinkedIn
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- Glassdoor
We would like to emphasize that all matters related to job openings are conducted exclusively through our official channels. We urge you to exercise caution with any unofficial or suspicious correspondence. If you have any concerns, please do not hesitate to reach out to us directly.
- Join our Talent Community: We might not have an immediate seat open on the team, but we're always eager to connect with great people. By applying to this role, you are joining our talent pipeline, and we will be sure to reach out when the right opportunity arises.
