Customer Retention Specialist

Job Overview

TalentPop partners with rapidly expanding e-commerce businesses to create enduring customer relationships that fuel sustained growth. We recognize customer retention as a vital element of long-term success and seek dedicated professionals who align with this vision.

Key Responsibilities

• Develop and implement multi-channel retention campaigns leveraging email, SMS, and loyalty initiatives aimed at boosting repeat purchases and enhancing customer engagement.
• Analyze customer behavior to identify signals of potential churn, crafting targeted strategies to retain vulnerable customers.
• Create, execute, and refine personalized win-back campaigns to reactivate previous customers.
• Oversee and optimize customer loyalty and rewards programs to enhance enrollment, engagement, and redemption.
• Manage and improve subscription lifecycle processes including onboarding, renewals, and cancellations to raise retention rates for subscription brands.
• Monitor essential retention metrics such as Customer Lifetime Value, Repeat Purchase Rate, and Churn Rate, utilizing CRM tools for sophisticated audience segmentation.

Required Qualifications and Skills

• Minimum one year of experience in customer retention, CRM marketing, lifecycle marketing, or loyalty program oversight.
• Proven expertise in e-commerce retention strategies, preferably familiar with platforms like Klaviyo, ReCharge, or comparable tools.
• Strong analytical skills to interpret customer data, segment markets, assess campaign effectiveness, and fine-tune retention efforts.
• Technical proficiency with CRM platforms such as HubSpot, Salesforce Marketing Cloud, Klaviyo, or similar email and SMS marketing systems.
• Excellent communication and collaboration skills suited for remote, cross-functional teamwork.
• Highly organized, proactive, detail-conscious, and adept at managing multiple priorities in a dynamic remote work environment.

Technical Setup Requirements

• A desktop or laptop with at least an Intel Core i5 processor or AMD equivalent.
• Stable high-speed internet connection with minimum 25 Mbps download and upload speeds.
• A quiet, professional workspace conducive to video conferencing and focused communication.

Why Work With TalentPop?

• Competitive base salary complemented by commissions, performance bonuses, and annual merit increases.
• 100% remote work without the need for commuting.
• Health benefits including HMO coverage or a monthly healthcare stipend plus paid vacation days.
• Opportunities for continuous professional development, mentorship, and clear career advancement within a global team.
• A supportive, innovative, and accountable work culture that values professional growth.

Application Instructions

Candidates must select "Brand Concierge" as the position and enter the code CRSR during application to ensure proper processing. Applications missing these specifics might not be considered.

If you are enthusiastic about spearheading customer retention and loyalty for top e-commerce brands, we encourage you to apply and join TalentPop as a Customer Retention Specialist.