Customer Retention Specialist

About the Role

TalentPop App, a company dedicated to supporting rapidly expanding e-commerce brands, is seeking a Customer Retention Specialist to help foster enduring customer relationships that drive sustainable growth. This fully remote position focuses on enhancing customer lifetime value and loyalty through strategic and data-driven initiatives.

Key Responsibilities

• Design and implement multi-channel retention campaigns utilizing email, SMS, and loyalty programs to boost repeat purchase rates and deepen customer engagement.
• Analyze customer behaviors to detect signs of churn and develop targeted interventions to retain customers at risk.
• Create and optimize personalized reactivation campaigns to win back former customers.
• Oversee and improve loyalty and rewards programs, enhancing enrollment, engagement, and redemption metrics.
• Manage subscription lifecycle processes including onboarding, renewal, and cancellation to maximize retention for subscription-based businesses.
• Monitor and report on retention KPIs like Customer Lifetime Value, Repeat Purchase Rate, and Churn Rate, and use CRM tools for advanced segmentation of customer audiences.

Candidate Profile

• Minimum of one year experience in customer retention, lifecycle marketing, CRM marketing, or loyalty program management.
• Proven e-commerce expertise with familiarity in tools like Klaviyo, ReCharge, or equivalent retention software.
• Strong analytical capabilities to interpret customer data, segment populations, and assess campaign effectiveness.
• Hands-on experience with CRM platforms such as HubSpot, Salesforce Marketing Cloud, or comparable email and SMS marketing systems is advantageous.
• Exceptional communication skills, both verbal and written, with the ability to collaborate effectively in a remote team environment.
• Highly organized, self-driven, detail-oriented, and capable of handling multiple tasks in a dynamic work setting.

Technical Requirements

• A personal desktop or laptop with minimum specifications of an Intel Core i5 processor or AMD equivalent.
• Reliable, high-speed internet connection supporting at least 25 Mbps for both download and upload.
• A quiet, professional environment suitable for video conferencing and focused work.

Benefits and Culture

• Competitive base salary complemented by commissions, performance bonuses, and annual salary reviews based on performance.
• 100% remote work arrangement eliminating daily commuting.
• Healthcare options including HMO coverage or a monthly healthcare allowance plus paid time off.
• Opportunities for ongoing education, mentorship, and defined pathways for career advancement within a growing global team.
• A supportive and innovative team culture that values accountability and professional development.

Application Process

Applicants are required to select "Brand Concierge" as the preferred position and submit the application code CRSR during the application to be considered for this opening. Applications missing these steps may not be reviewed.

If you are enthusiastic about driving customer retention and loyalty for leading e-commerce brands while working remotely, we welcome your application for the Customer Retention Specialist role at TalentPop.