Customer Retention Specialist

Role Overview

This opportunity is provided through a partner company responsible for managing applications and recruitment. The role focuses on developing and executing retention marketing strategies to foster meaningful customer relationships and enhance long-term engagement using data-driven methods. The specialist will evaluate user behaviors, craft tailored retention programs, and optimize customer journeys through various lifecycle stages. Collaboration with cross-functional teams is integral for shaping communication plans, testing new initiatives, and applying deep analytical insights.

Key Responsibilities

• Analyze customer segments, behaviors, and lifecycle trends to uncover opportunities for boosting engagement and retention.
• Design, implement, and monitor automated retention campaigns aligned with company goals and performance metrics.
• Create personalized customer experiences and offers for stages such as onboarding, active engagement, retention, and reactivation.
• Plan and conduct A/B testing on marketing and product hypotheses; evaluate outcomes and utilize successful strategies.
• Draft detailed specifications for design, content, and technical teams to support campaign delivery.
• Coordinate retention activity schedules and communication plans to ensure consistent customer interaction.
• Track campaign funnels, analyze performance metrics, and identify improvement areas.
• Lead retention-related projects across Product, Marketing, Analytics, Design, and Technology departments.
• Report on key performance indicators (KPIs) and leverage research findings to optimize customer journey approaches.
• Maintain effective cooperation with internal stakeholders to continuously advance retention efforts.

Qualifications and Requirements

• Minimum of one year experience in roles such as customer retention, CRM, lifecycle marketing, or growth marketing.
• Demonstrated success designing and running customer retention and reactivation initiatives.
• Practical skills in A/B testing, hypothesis testing, and campaign performance optimization.
• Deep knowledge of retention and marketing metrics like Retention Rate, Conversion Rate, ARPU, RFM, OR, CTOR, and Delivery Rate.
• Ability to analyze campaign outcomes and generate actionable improvement reports.
• Experience using analytics and visualization tools such as Power BI, Tableau, or Google Analytics.
• Familiarity with campaign management platforms like Smartico, FastTrack, or Customer.io.
• Proven capability to manage projects and collaborate across multiple teams.
• Comfortable using task tracking software such as Jira or comparable systems.
• Competence with HTML and CSS, particularly in building and adapting communication templates.
• Experience within iGaming or high-volume digital product retention marketing is a plus.
• Strong analytical abilities, proactive communication, and project ownership from conception to execution.

Employee Benefits

• Work remotely with full flexibility across European locations.
• Engage in international digital products with large-scale customer engagement strategies.
• Support with official employment processes and administrative assistance where applicable.
• 20 paid vacation days, recognized public holidays, and sick leave options for work-life balance.
• Health insurance provided through leading healthcare providers.
• Access to psychological support programs for wellbeing.
• Monthly allowance to spend on hobbies, sports, personal interests, and wellness activities.
• Participation in team events, workshops, and corporate functions promoting teamwork.
• Individual learning budget, corporate English sessions, workshops, and online educational resources.
• Opportunities for career growth via performance evaluations, mentoring, and professional development initiatives.
• Dynamic work environment valuing autonomy, innovation, and minimal bureaucracy.