client Strategy directorChronos Agency

JOB PURPOSEThe 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.PS : Candidates from any SEA country are encouraged to apply, as long as you meet the role requirements.KEY RESPONSIBILITIESClient 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 / QUALIFICATIONSLeadership & 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 - A Klaviyo Master Elite Partner, helping brands generate $329M+ in revenue 🏆
Global Impact - Work with a diverse team of 80+ experts, serving 500+ clients worldwide 🌎
GET IN TOUCHWe encourage you to stay connected with us and follow our social media pages for the latest updates and future job opportunities at Chronos Agency :⚠️ BEWARE OF RECRUITMENT SCAMS! ⚠️We have been made aware of scammers impersonating Chronos Agency recruiters, promising jobs in exchange for money. Please note that Chronos Agency never asks for payment at any stage of the hiring process. Official communication is only done via our verified job platforms.If you receive any suspicious messages, do not engage and report them immediately. Stay vigilant and apply only through our official channels!Powered by JazzHR
Chronos Agency

Manila City, Metro Manila
Permanent
Full-time