Customer Retention Specialist

Overview

TalentPop is dedicated to assisting rapidly growing e-commerce companies in cultivating enduring client connections that support long-lasting success. We focus on customer retention as a critical driver for sustainable business growth and seek professionals who share this philosophy.

Role Summary

As a Customer Retention Specialist, your role involves designing and implementing strategies to boost repeat purchases, lower customer churn, and optimize Customer Lifetime Value (CLV). Collaborating with top e-commerce brands, you will tailor personalized customer journeys that encourage loyalty and lasting engagement.

Key Responsibilities

• Create and manage multi-channel retention campaigns utilizing email, SMS, and loyalty programs aimed at increasing customer repeat purchases and engagement.
• Analyze customer behaviors to detect churn signals and develop targeted retention tactics to retain vulnerable customers.
• Plan and optimize reactivation campaigns to win back previous customers through personalized approaches.
• Oversee loyalty and rewards programs to enhance participation levels, engagement, and redemption success rates.
• Facilitate subscription lifecycle optimization, enhancing onboarding, renewal, and cancellation workflows to sustain subscriptions.
• Measure critical retention KPIs including Customer Lifetime Value, Repeat Purchase Rate, and Churn Rate, leveraging CRM tools for precise customer segmentation.

Candidate Profile

• Minimum of one year’s experience in customer retention, CRM marketing, lifecycle marketing, or loyalty management.
• Proven background in e-commerce customer retention with familiarity in platforms like Klaviyo, ReCharge, or comparable tools.
• Strong analytical capabilities to interpret customer data, segment audiences effectively, and optimize campaigns based on performance metrics.
• Competence in CRM platforms such as HubSpot, Salesforce Marketing Cloud, Klaviyo, or equivalent email and SMS marketing software is advantageous.
• Excellent communication skills and the ability to collaborate effectively across teams in a remote setup.
• Self-driven, detail-oriented, and capable of juggling multiple priorities in a dynamic, remote working atmosphere.

Technical Requirements

• Possession of a desktop or laptop computer featuring at least an Intel Core i5 or equivalent AMD processor.
• Reliable internet connectivity with a minimum of 25 Mbps for both download and upload speeds.
• A quiet and professional workspace appropriate for video conferencing and focused communication.

Benefits and Perks

• Competitive base salary with potential commissions, performance-based bonuses, and annual salary reviews.
• Fully remote work environment offering flexible work-from-home arrangements without commuting.
• Health coverage options including HMO or healthcare stipend, coupled with paid leave benefits.
• Opportunities for continuous professional development, mentorship, and career advancement within a global team.
• A workplace culture that promotes innovation, accountability, and professional growth.

Application Instructions

Applicants must select "Brand Concierge" as their applied position and use the code CRSR during their application to ensure proper processing. Applications missing these steps may not be considered.

Location

This is a fully remote position based out of Kingston, Jamaica.