Customer Retention Specialist

About the Role

TalentPop is dedicated to supporting fast-growing e-commerce brands in cultivating enduring customer connections that fuel sustained growth. We recognize customer retention as a key driver of long-term success and seek professionals eager to contribute to this focus.

In the role of Customer Retention Specialist, you will craft and implement strategies aimed at boosting repeat purchase rates, minimizing churn, and enhancing Customer Lifetime Value (CLV). Partnering closely with leading e-commerce brands, you will design personalized customer journeys that enhance loyalty and foster ongoing engagement.

Key Responsibilities

• Develop and manage multi-channel retention initiatives spanning email, SMS, and loyalty programs to encourage repeated purchasing and deepen customer interaction.
• Analyze customer behavior patterns to detect churn risks and build targeted campaigns that retain vulnerable customers.
• Create and refine tailored win-back campaigns to successfully reactivate previous customers.
• Oversee and optimize loyalty and rewards programs to increase member sign-up, engagement, and reward redemption.
• Enhance subscription brand retention by improving onboarding, renewal processes, and cancellation experiences.
• Monitor pivotal retention metrics including CLV, Repeat Purchase Rate, and Churn Rate, utilizing CRM tools for sophisticated audience segmentation.

Qualifications

• Minimum one year of experience in customer retention, CRM marketing, lifecycle marketing, or managing loyalty programs.
• Proven background in e-commerce retention strategies; familiarity with platforms such as Klaviyo or ReCharge is preferred.
• Strong data analysis skills for customer segmentation, campaign evaluation, and retention enhancement.
• Experience with CRM platforms like HubSpot, Salesforce Marketing Cloud, or similar email and SMS marketing technologies is advantageous.
• Excellent communication skills with the ability to collaborate effectively within remote teams.
• Highly organized, proactive, and able to juggle several priorities in a dynamic, remote work environment.

Technical Requirements

• Access to a dedicated desktop or laptop computer with at least an Intel Core i5 processor or equivalent AMD CPU.
• Reliable internet connection with minimum download and upload speeds of 25 Mbps.
• Quiet, professional workspace suitable for video conferencing and regular online communication.

Why Work at TalentPop?

• Competitive salary package supplemented with commissions, performance bonuses, and annual salary increases based on performance.
• Fully remote work allowance providing flexibility with no commuting requirements.
• Health benefits including HMO coverage or a monthly healthcare stipend plus paid time off.
• Opportunities for continuous learning, mentorship, and clear career progression paths within a growing global team.
• Supportive and innovative team culture emphasizing accountability and professional growth.

Application Instructions

• When applying, select the "Brand Concierge" position.
• Enter the application code "CRSR" when prompted to ensure your application is processed correctly.

Please note that failing to select the correct position or enter the code may result in your application not being considered.