Customer Retention Specialist

About the Role

TalentPop is dedicated to helping fast-emerging e-commerce companies nurture strong, enduring customer connections that fuel sustainable growth. We believe that focusing on customer retention plays a crucial role in long-term success, and we are seeking skilled professionals who share this vision to join our remote team.

Key Responsibilities

• Design and implement multi-channel retention campaigns leveraging email, SMS, and loyalty programs aimed at boosting repeat buying and enhancing customer engagement.
• Examine customer behavior to identify signs of potential churn and develop targeted initiatives to retain customers at risk of leaving.
• Create and refine personalized win-back campaigns that activate former customers to re-engage with the brand.
• Oversee and optimize loyalty and rewards programs to increase participant sign-ups, engagement levels, and reward redemptions.
• Work with subscription-based businesses to improve customer experiences across onboarding, renewal, and cancellation phases to enhance retention rates.
• Monitor retention performance metrics including Customer Lifetime Value, Repeat Purchase Rate, and Churn Rate, and utilize CRM systems for effective customer segmentation.

Required Qualifications

• Minimum one year of experience in areas such as customer retention, customer relationship management marketing, lifecycle marketing, or management of loyalty programs.
• Proven expertise in managing retention strategies within e-commerce settings, preferably with familiarity of tools like Klaviyo or ReCharge.
• Strong analytical capabilities for data interpretation, audience segmentation, campaign effectiveness evaluation, and retention optimization.
• Experience with CRM software such as HubSpot, Salesforce Marketing Cloud, or similar platforms supporting email and SMS marketing is advantageous.
• Excellent communication skills for remote collaboration and cross-team coordination.
• Highly organized, self-driven, and able to handle varying priorities in a dynamic and remote working environment.

Technical Requirements

• Access to a dedicated desktop or laptop with at least Intel Core i5 or equivalent AMD processor.
• A reliable internet connection providing minimum download and upload speeds of 25 Mbps each.
• A quiet professional workspace accommodating video conferencing and uninterrupted communication.

Benefits and Perks

• Competitive base salary complemented by commission opportunities, performance incentives, and annual increases dependent on performance.
• Fully remote work model eliminating the need for daily commuting.
• Healthcare support via HMO coverage or a monthly healthcare stipend, coupled with paid leave entitlements.
• Opportunities for ongoing professional development, mentoring, and clear advancement paths within a growing international team.
• A culture focused on collaboration, innovation, accountability, and continuous learning.

Application Details

Please select "Brand Concierge" as your position of interest and enter the application code "CRSR" when applying to ensure your application is properly reviewed. Applications missing these steps may be disregarded.

Location

This position is based remotely, with the employee located in Jamaica.