Customer Retention Specialist

About TalentPop and the Role

TalentPop partners with fast-growing e-commerce brands to cultivate enduring customer relationships that fuel sustained business growth. Customer retention is considered a key to long-term success here, making this an exciting role for those passionate about driving loyalty and repeat engagement.

Key Responsibilities

• Develop and implement multi-channel retention campaigns, including email, SMS, and loyalty program initiatives, to boost repeat purchasing and enhance customer involvement.
• Analyze customer data to detect churn signals and design targeted interventions aimed at retaining customers at risk of leaving.
• Create, execute, and refine personalized win-back campaigns to reactivate former customers.
• Oversee and optimize loyalty and rewards programs to increase enrollment, participation, and redemption rates.
• Support subscription-based businesses by optimizing processes related to onboarding, renewals, and cancellations to improve retention rates.
• Monitor and report on vital retention metrics such as Customer Lifetime Value (CLV), repeat purchase rate, and churn rate using advanced CRM segmentation tools.

Qualifications and Skills Needed

• Minimum of one year’s experience in customer retention, CRM marketing, lifecycle marketing, or managing loyalty programs.
• Proven background in e-commerce customer retention approaches, with experience using tools like Klaviyo, ReCharge, or comparable platforms being highly desirable.
• Strong analytical capabilities to interpret customer data, segment audiences effectively, assess the success of campaigns, and refine retention strategies.
• Technical proficiency with CRM systems such as HubSpot, Salesforce Marketing Cloud, Klaviyo, or similar email/SMS marketing platforms.
• Excellent communication skills and the ability to collaborate effectively in a remote work environment.
• Highly organized, self-driven, detail-oriented, and capable of managing multiple priorities efficiently in a dynamic remote setting.

Technical Requirements

• Possession of a desktop or laptop with at least an Intel Core i5 processor or equivalent AMD CPU.
• Reliable internet service providing minimum download and upload speeds of 25 Mbps each.
• A quiet, professional workspace that allows for seamless video calls and uninterrupted communication.

Benefits and Culture at TalentPop

• Competitive salary structure including base pay with commission, performance bonuses, and annual salary increases based on performance.
• Fully remote work setup offering permanent work-from-home convenience without commuting.
• Health benefits providing HMO coverage or a monthly stipend for healthcare, along with paid time off.
• Opportunities for ongoing professional development, mentorship, and career advancement within an expanding international team.
• A supportive and collaborative culture that encourages innovation, accountability, and professional growth.

Application Instructions

Candidates must select "Brand Concierge" as the position and enter the code CRSR during application. Failure to do so may result in disregarding the application for this role.