Customer Retention Specialist

About the role

Join a dynamic retention marketing team focused on building meaningful customer relationships and driving long‑term engagement through data‑driven strategies. You will analyze user behavior, design personalized retention initiatives, and optimize customer journeys across multiple lifecycle stages.

Key responsibilities

• Analyze customer behavior, audience segments, and lifecycle patterns to uncover retention opportunities.
• Design, configure, launch, and monitor automated retention campaigns aligned with business objectives.
• Develop personalized offers for onboarding, engagement, retention, and reactivation phases.
• Create and execute A/B tests, analyze results, and implement successful approaches.
• Prepare detailed requirements for design, content, and development teams.
• Manage retention calendars and communication plans to ensure consistent engagement.
• Monitor funnels, campaign performance, and key metrics, identifying optimization opportunities.
• Collaborate with Product, Marketing, Analytics, Design, and Technology teams on cross‑functional projects.

Required profile

• At least 1 year of experience in customer retention, CRM, lifecycle or growth marketing.
• Proven track record of developing and executing retention and reactivation campaigns.
• Hands‑on experience with A/B testing, hypothesis validation, and performance optimization.
• Strong understanding of retention metrics such as Retention Rate, Conversion Rate, ARPU, RFM, OR, CTOR, and Delivery Rate.
• Ability to analyze campaign results, prepare reports, and turn data insights into actionable improvements.

Required skills

• Power BI or Tableau or Google Analytics (or similar analytics/visualisation tools).
• Campaign Management Systems such as Smartico, FastTrack, Customer.io (or equivalent).
• A/B testing and hypothesis validation.

What we offer

• Opportunity to work in a fast‑paced digital environment that values creativity, ownership, and continuous optimisation.
• Collaboration with cross‑functional teams to shape impactful retention programs.