Customer Retention Specialist

Overview

A partner company is seeking a Customer Retention Specialist located in Ireland to enhance long-term customer engagement and loyalty through data-driven retention strategies. This role involves analyzing user behaviors, creating personalized retention campaigns, and optimizing the customer journey via a collaborative and innovative digital environment.

Key Responsibilities

• Study customer behaviors, segment audiences, and analyze lifecycle trends to spot growth opportunities for engagement and retention.
• Design, implement, and oversee automated retention campaigns aligned with business goals and performance benchmarks.
• Create customized customer offers and experiences tailored to various lifecycle stages such as onboarding, engagement, retention, and reactivation.
• Conduct A/B testing on marketing and product hypotheses, interpret results, and apply successful tactics.
• Generate comprehensive briefs for design, content, and development teams to facilitate retention campaign rollouts.
• Manage schedules and communication plans to maintain consistent engagement with customers.
• Track campaign performance metrics and retention funnels, identifying optimization opportunities.
• Lead cross-department retention initiatives, collaborating with Product, Marketing, Analytics, Design, and Technology teams.
• Monitor KPIs, prepare analytical reports, and leverage insights to enhance customer journey strategies.
• Work closely with internal stakeholders to continuously advance retention efforts.

Qualifications

• Minimum of one year’s experience in customer retention, CRM, lifecycle marketing, or growth marketing roles.
• Demonstrated success in creating and executing customer retention and reactivation campaigns.
• Hands-on expertise in A/B testing, hypothesis validation, and campaign performance enhancement.
• Deep understanding of marketing and retention metrics such as Retention Rate, Conversion Rate, ARPU, RFM, OR, CTOR, and Delivery Rate.
• Proficiency in analyzing campaign outcomes and transforming data into actionable improvements.
• Familiarity with analytics and visualization tools like Power BI, Tableau, or Google Analytics.
• Experience with Campaign Management Systems such as Smartico, FastTrack, or Customer.io.
• Capability in managing projects and working effectively with multidisciplinary teams.
• Knowledge of project management tools like Jira.
• Strong skills in HTML/CSS to manage communication templates.
• Experience in retention marketing within sectors like iGaming or high-volume digital products is advantageous.
• Excellent analytical thinking, proactive communication, and the drive to own projects from conception to delivery.

Benefits and Additional Information

• Fully remote work setup with the flexibility to operate from various locations across Europe.
• Chance to contribute to international digital product strategies and large-scale customer engagement projects.
• Assistance with official employment and administrative procedures where applicable.
• 20 paid vacation days, public holidays, and sick leave to promote a healthy work-life balance.
• Health insurance through reputable providers.
• Access to psychological support programs.
• A monthly benefits allowance for hobbies, sports, personal interests, and well-being activities.
• Participation in team events, workshops, and corporate activities fostering collaboration and connection.
• Opportunities for continuous learning including an individual learning budget, corporate English classes, workshops, and online resources.
• Career development through regular performance evaluations, mentoring, and professional growth initiatives.
• A flexible, low-bureaucracy culture that encourages autonomy, innovation, and proactive decision-making.