Mach33 Media
We're a 7-figure email retention marketing agency serving ~35 active e-commerce clients across 5 pods (6th launching soon). We deliver Klaviyo email + SMS campaigns, flows, and retention strategy for premium DTC brands. Our COO owns delivery today. That's the bottleneck. We need someone to take full ownership of everything that happens after a client signs — so delivery runs without him in the room. This is not a project manager role scaled up. This is an operator role: you own client retention, pod performance, team development, account growth, and delivery systematization across the entire delivery org (~25-30 people: Project Managers, Klaviyo Managers, Designers, Copywriters). You report to the COO. The entire delivery team reports to you. What You Own Client Delivery & Retention Maintain 95%+ monthly client retention (excluding agreed offboarding) Run structured client health reviews every 2 weeks — every client tagged red/yellow/green with action plans for non-green accounts Own all save conversations for at-risk clients — step in before churn becomes terminal Quarterly client NPS or satisfaction pulse Pod Performance & PM Development 5 active pods, each led by a Project Manager responsible for 6-8 clients Maintain healthy pod utilization — no pod underwater, no pod idle Forecast pod capacity 30-60 days ahead; flag hiring needs before they become emergencies Weekly scorecard call with all PMs (exception-based, 30-min hard cap) Monthly 1:1 with every PM; Monthly 1:1 with every Klaviyo Manager, Designer, Copywriter Own performance management: PIPs, promotions, role changes, exits Account Growth & Strategic Client Management Train PMs to think like account directors, not task coordinators Every PM identifies upsell opportunities, service package moves, and strategic expansion plays for their clients Run quarterly strategic account reviews — every PM presents a growth plan for every client Track upsell/expansion pipeline monthly; measure conversion rate Increase net revenue retention through proactive account management Delivery Quality & SLAs Define and enforce delivery SLAs: campaign turnaround time, revision cycles, response time for client comms Own the quality bar across all creative output (copy, design, Klaviyo builds) Zero tolerance for missed Monday updates or campaign send deadlines without prior escalation Spot-check pods on a rotating basis Operations & Systematization Every recurring delivery task has a documented SOP Ship one process leverage project per month (something that multiplies across clients or compounds future effort) Drive PM leverage projects: cross-brand calendar dashboards, prompt libraries, automated reporting workflows, AI/automation pilots Maintain escalation log so patterns get systematized, not just resolved one-off Team Scaling Delivery team grows ahead of client demand without sacrificing quality or culture Own hiring pipeline for PMs, Klaviyo Managers, Designers, Copywriters Load-balance new clients across pods; decide which pod, why, what trade-offs You're a Fit If You: Have 5+ years in delivery operations at an agency, service business, or project-based company (managing 20-30+ people across multiple teams) Have managed managers — you've coached PMs or team leads, not just individual contributors Have owned client retention in a prior role and can show the number (if you kept 90%+ retention across 30+ clients, we want to hear about it) Are a systems thinker — you see recurring problems and build the process that prevents them, not just the one-off fix Have client-facing experience — you can step into an escalation, calm the client, reset the relationship, and save the account Can develop strategic account ownership in PMs — you've trained people to identify upsells, run account reviews, and think about client growth (not just task execution) Have experience in email marketing, Klaviyo, e-commerce, or DTC agency delivery (preferred but not required if you have transferable ops + client experience) Use ClickUp, Asana, Notion, or similar tools daily (not just "familiar" — you live in them) Are high-agency — you don't wait for the COO to make decisions that fall inside your mandate; you make the call and loop him in Have bias to leverage — you ask "what did I systematize this week?" not just "what did I do this week?" Not a Fit If: You've never owned client retention or account growth in a measurable way You've only managed one team or fewer than 15 people You need to escalate every decision to your boss You manage by feel instead of scorecards and data You've never built SOPs, dashboards, or reporting structures from scratch You're uncomfortable having tough conversations (performance issues, client escalations, firing decisions) You want to be in the weeds on execution instead of holding the system accountable Day-to-Day Reality Daily: Scan pod health signals, respond to escalations, clear blockers Weekly: Scorecard call with all PMs (30-min exception-based format), delivery review with COO, ship one leverage project Bi-weekly: Client health matrix review — every client red/yellow/green with action plans Monthly: 1:1 with every PM, pod-level performance review, capacity forecast 30-60 days out, flag hiring needs Quarterly: Full delivery team review, client NPS pulse, SOP library audit, strategic account reviews (every PM presents growth plan for every client ) What Success Looks Like in 90 Days Established working rhythm with every PM through scorecard calls and 1:1s Run first round of quarterly strategic account reviews — every PM has presented a growth plan for every client Surfaced at least 5 concrete upsell, package-move, or expansion opportunities across the client book Audited and tagged every client red/yellow/green; built action plans for non-green clients Identified top 3 systemic delivery issues and shipped fixes for at least one Documented or updated SOPs for highest-friction recurring workflows Reduced escalations to COO by 50% from baseline Built 60-day capacity forecast with clear hiring recommendations Earned trust of delivery team — PMs come to you first, not the COO Comp $3,500 - $5,500/month + Bonus USD ($42k - $66k/year) depending on experience This is a senior leadership role managing 25-30 people and owning the full P&L outcome of delivery. Comp reflects that. What We're Looking For in Applications Link to your LinkedIn 4-5 sentences on your delivery operations experience: team size managed, client retention you owned, systems you built One example of how you grew revenue from an existing client book (upsells, expansions, package moves) One example of a systemic delivery problem you fixed (what was breaking, what you built, what the result was) Why you're the right person to own delivery operations at this scale We're not hiring someone to "learn the role." We're hiring someone who's done this, gets it, and can step in as the delivery owner from day one. If that's you, apply. If it's not, save us both the time.
Mach33 Media
