Customer Retention Specialist

Overview

Join TalentPop as a Customer Retention Specialist where you will support fast-expanding e-commerce brands in cultivating enduring customer relationships that drive sustainable growth. This remote role focuses on crafting effective retention strategies to increase repeat purchases, lower churn, and enhance Customer Lifetime Value (CLV).

Core Responsibilities

• Design and carry out integrated retention campaigns through email, SMS, and loyalty programs to boost repeat buying and engagement.
• Analyze customer data to detect churn patterns and develop targeted interventions to retain at-risk segments.
• Create and refine personalized reactivation initiatives aimed at luring back previous customers.
• Oversee loyalty and rewards program operations to elevate participation, engagement, and redemption.
• Manage subscription lifecycle stages including onboarding, renewals, and cancellations for subscription-based clients to maximize retention.
• Monitor key retention indicators such as CLV, repeat purchase rates, and churn, utilizing CRM tools for effective customer segmentation and reporting.

Candidate Profile

• Minimum 1-year experience in customer retention, CRM marketing, lifecycle marketing, or loyalty management.
• Proven background in implementing retention strategies within an e-commerce context, familiarity with Klaviyo, ReCharge, or related tools preferred.
• Strong analytical capabilities to interpret customer behavior, segment audiences, and enhance campaign effectiveness.
• Proficient with CRM software including HubSpot, Salesforce Marketing Cloud, Klaviyo, or equivalent platforms.
• Excellent communication skills, adept at collaborating remotely across teams.
• Highly organized, self-driven, detail-focused, and capable of managing multiple tasks in a dynamic remote work environment.

Technical Setup Requirements

• Personal desktop or laptop computer equipped with at least an Intel Core i5 processor or AMD equivalent.
• Reliable internet connection with a minimum of 25 Mbps download and upload speeds.
• Quiet, professional workspace suitable for video conferencing and focused work.

Benefits

• Competitive salary with additional opportunities for commissions, performance bonuses, and annual raises based on performance.
• Fully remote work environment offering flexibility without the stress of commuting.
• Health benefits including HMO coverage or a monthly healthcare allowance, plus paid leave.
• Opportunities for professional growth through ongoing education, mentorship, and career advancement within a global team.
• A supportive, innovative, and accountable workplace culture that encourages development.

Application Guidelines

Applicants must select "Brand Concierge" as the position and use application code "CRSR" to ensure their submission is considered. Failure to comply may result in non-processing of the application.

Location

Position is fully remote but based out of Pietermaritzburg, KwaZulu-Natal, South Africa.