Customer Retention Specialist

About the Role

TalentPop supports rapidly expanding e-commerce brands by helping them foster enduring customer connections crucial for sustainable success. We prioritize customer retention as a vital element of growth and seek professionals who share this focus.

Primary Responsibilities

• Craft and implement multi-channel retention programs using email, SMS, and loyalty incentives aimed at boosting repeat purchases and enhancing customer interaction.
• Analyze customer behaviors to detect churn signals and devise targeted efforts to retain vulnerable customers.
• Design and refine personalized campaigns to reactivate past customers effectively.
• Oversee and improve loyalty and rewards programs to increase member signing, engagement, and point redemption.
• Support subscription-based clients by optimizing their subscriber journey including onboarding, renewals, and cancellations to maximize retention.
• Monitor key retention indicators like Customer Lifetime Value, repeat purchase frequency, and churn, utilizing CRM tools for sophisticated customer segmentation.

Candidate Profile

• Minimum of one year experience in customer retention, CRM or lifecycle marketing, or loyalty program management.
• Demonstrated expertise in e-commerce retention strategies with familiarity in tools like Klaviyo or ReCharge highly preferred.
• Strong analytical skills for interpreting customer data, segmenting audiences, evaluating campaign results, and improving retention efforts.
• Proficiency or familiarity with CRM systems such as HubSpot, Salesforce Marketing Cloud, or comparable email and SMS marketing platforms.
• Excellent communication skills and a collaborative mindset to thrive in a remote team environment.
• Self-driven, well-organized, and capable of managing multiple tasks within a fast-moving remote setting.

Technical Specifications

• Must have a dedicated computer with at least an Intel Core i5 or AMD equivalent processor.
• Require a stable internet connection with a minimum bandwidth of 25 Mbps download and 25 Mbps upload speeds.
• A quiet and professional workspace appropriate for video calls and uninterrupted work is mandatory.

Benefits and Workplace Culture

• Competitive base pay complemented by commissions, performance bonuses, and yearly salary increments based on performance.
• Permanent 100% remote work with no commute requirements.
• Health benefits include HMO options or monthly healthcare stipends and paid leave.
• Opportunities for ongoing skill development, coaching, and clear advancement routes within an expanding global team.
• A collaborative culture emphasizing innovation, responsibility, and professional growth.

Application Instructions

Please select "Brand Concierge" as your position and provide the code CRSR during application. Applications lacking these specifics may not be considered.