Retention Accountability Operator

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TYPE OF WORK

Full Time

SALARY

$2,000 AUD

HOURS PER WEEK

40

DATE UPDATED

Oct 2, 2026

JOB OVERVIEW

Pay: $2,000 AUD per month
Type: Full-Time Contractor
Location: Remote
Work Hours: 8:00 AM – 5:00 PM Philippine Time

Retention Accountability Operator

About The Company
We are a digital marketing agency that runs paid advertising for small business owners across Australia and New Zealand. We currently manage over $500,000 per week in ad spend across hundreds of client accounts. Our core service is building and managing lead generation campaigns on Meta (Facebook and Instagram), along with building custom landing page funnels, CRM automations, and sales training systems for our clients.

We are on a mission to hit $1,000,000 per month in revenue. Churn is our biggest enemy. Every client we lose costs us roughly $5,200 per year in recurring revenue, and right now we are losing 27 clients per week. Reducing churn is the single highest-leverage initiative in the business. It adds over $1.3 million annually to the bottom line for every 2% we cut. This role exists to make that happen.

We are fast-paced. Things get done by the end of the day, not the end of the week. If a red flag is spotted at 9am, it is escalated and being acted on by 10am. We track results, not hours worked. We do not care when or how long you work. We care that the retention dashboard is accurate, red flags are caught and escalated, tasks are verified, and churn is dropping.

The Role
You are the Retention Accountability Operator. You work directly with our Integrator and your single KPI is the weekly churn rate. Your job is to own the retention dashboard, ensure every retention system is being executed across all departments, catch problems before they become cancellations, and drive accountability across the team..

You are not a manager. You do not manage people or make strategic decisions. Department leads run their teams. Your job is to check, track, report, escalate, and chase until things are resolved. You find problems and you make sure the right person fixes them. You close the loop on every single flag.

Daily Responsibilities
Data Tracking and Dashboard Ownership
Maintain and update the retention dashboard daily with all churn, refund, and red flag data
Track weekly churn rate against the target of 3.6% (down from current 5.6%)
Log every cancellation with full detail: client name, tenure, cancellation reason, red flags that preceded it, department responsible, and whether intervention was attempted
Track refund requests separately with the same level of detail
Monitor leading indicators daily: red flags raised, save conversations attempted, show rates on onboarding calls, client engagement at 14-day checkpoints, task completion rates across departments

Daily Checklist Execution
Work off a structured daily checklist that covers every retention touchpoint across all three departments (Sales, Onboarding, Ad Running)
Verify that all daily forms and checklists from department staff have been filled out
Confirm that tasks assigned to team members have been completed on time
Flag any incomplete or overdue tasks and escalate to the responsible staff member and their head manager
Ensure the daily huddle agenda is followed and red flags from the previous day are reviewed
Call Reviews Using AI
Run call recordings through ChatGPT prompts to analyze sales calls, onboarding calls, and coaching sessions
Identify over-promising, script deviations, tone issues, missed qualification steps, and compliance concerns
Generate structured reports from AI outputs and distribute to the relevant department lead
Track patterns across calls to identify systemic issues versus one-off i ----------
Follow up with department leads to confirm flagged issues were addressed with the staff member
Message and Communication Review
Review client-facing messages sent by VAs and ads managers across ---------- , SMS, and email
Check that Monday KPI messages were sent correctly and on time
Verify that client responses to the feedback menu options were handled properly
Ensure escalation protocols were followed when clients selected negative feedback options
Flag any communication that could damage client trust or signal an at-risk account

Accountability and Escalation
When issues are found, speak directly with the staff member responsible first
If the issue is not resolved or is repeated, escalate to their head manager
If the issue is systemic or high-risk, escalate directly to the Integrator
Track every escalation from flag to resolution and report unresolved items weekly
Hold department leads accountable for acting on flags within 24 hours of being raised
Communicate clearly and directly with the team about what is being done and what is not being done

Meeting Coverage
Cover daily huddles and weekly retention review meetings from the script when the Integrator is away
Ensure meetings stay on agenda and red flags are captured
Produce meeting notes and action items within 1 hour of the meeting ending
Follow up on action items to confirm completion by deadline

Weekly Reporting
Produce a weekly retention report every Friday covering: churn rate, refund count, red flags raised, red flags resolved, leading indicator trends, department compliance rates, and unresolved escalations
Present the report to the Integrator and business owner
Flag any trends that require strategic intervention versus tactical fixes

What We Expect
You work incredibly hard and fast. Speed matters. A red flag spotted today must be escalated today, not tomorrow.
You are obsessive about detail. A missed form or an unlogged cancellation is a failure of the system you own.
You are direct with people. When a staff member drops the ball, you tell them. You do not soften it or avoid the conversation. But you are not rude. You are clear.
You close loops. A flag is not done when it is reported. It is done when it is resolved and verified.
You do not make excuses. If the churn rate is not improving, you dig into why and surface it. You do not hide behind "the team is not cooperating." You escalate and you document.
You are comfortable using AI tools daily. ChatGPT is your analysis engine. You run the prompts, you read the outputs, you add context, and you distribute the insights.
You track results, not hours. Nobody is watching your clock. Everyone is watching your dashboard.

Skills and Requirements
Must Have
University degree or equivalent demonstrated analytical capability
Excellent written and spoken English. You will be communicating with department leads, staff members, and producing reports the business owner reads. Your communication must be clear, concise, and professional.
Strong critical thinking and pattern recognition. AI does the analysis, but you must be able to read an AI output and know whether it is relevant, whether it needs context added, and who it needs to go to.
High comfort level with AI tools, specifically ChatGPT. You will be running prompts daily and interpreting outputs.
Experience with dashboards, spreadsheets, and data tracking tools (Google Sheets, Asana, GHL)
Ability to hold people accountable without creating conflict. Direct but not aggressive. Firm but respectful.
Extremely organized. You are managing checklists, forms, logs, dashboards, and escalations across three departments simultaneously.
Fast execution. You do not let things sit. If something is flagged, it moves within the hour.

Nice to Have
Experience in a digital marketing or advertising agency environment
Familiarity with GoHighLevel (GHL) CRM
Experience with call review or quality assurance processes
Background in operations or account management

Personal Traits
Relentless work ethic. This is not a clock-in clock-out role. The dashboard does not take days off.
Thick skin. You will be telling people they missed things. Some will push back. You hold the line.
Ownership mentality. The churn rate is your number. You treat it like it is your money on the line, because it is.
Bias toward action. When in doubt, flag it and escalate. Better to over-report than miss something that costs a client.

Compensation
$2,000 AUD per month
Performance bonus tied to churn rate reduction against quarterly targets
Full-time role
Remote
Reporting Structure

Reports directly to the Integrator (Cleo)
Works across all three department leads: Head of Sales, Onboarding Team Lead, Ad Running Team Lead
Escalates systemic issues to the Integrator and business owner
Does not manage any staff. Accountability and reporting only.

Success Looks Like
Churn rate trending from 5.6% toward 3.6% within 90 days
Every cancellation logged with full detail within 24 hours
Red flags caught and escalated before cancellation in the majority of cases
Department compliance on daily checklists and forms above 95%
Weekly report produced every Friday without exception
Zero unresolved escalations older than 72 hours
The business owner never has to ask "did anyone catch this" because the answer is always yes

Send your application to ----------


Email Subject: Retention Specialist - YOUR NAME

SKILL REQUIREMENT
Facebook Ads Account Retention Funnel Design
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