Retention Lead Offline

About the company:
It is an international product FinTech company engaged in financial projects in various markets and market segments. Core business areas include online lending, KYC, LaaS (lending software as a service) products and ad tech. All projects were launched and managed by an in-house team. There are offices in Nicosia, Bucharest, Prague, and a co-working space in Kyiv.

The Retention Lead will play a key role in developing and executing MD Fin’s customer retention strategy. Reporting directly to the Chief Product Officer (CPO), this role will oversee regional retent managers, design innovative customer engagement initiatives, and develop features to improve customer loyalty and retention. The Retention Lead will collaborate closely with the Product Manager to ensure a prioritized backlog of retention-focused features is delivered to the Development team.

You will be responsible for:
- Develop and implement a comprehensive retention strategy for all markets, tailored to the unique needs of each region while ensuring alignment with budget constraints
- Building direct communication chains with retention customers to maximize retention rate while optimizing costs
- Oversee and guide regional retention managers, ensuring alignment with the global retention strategy
- Design, launch, and manage loyalty programs to enhance customer satisfaction and long-term engagement
- Develop and execute targeted promotional campaigns and activities to retain customers and drive repeat business
- Identify and prioritize new features and enhancements to improve customer retention
- Track and analyze retention metrics, providing actionable insights to improve strategies and initiatives, launch A/B tests
- Act as a key liaison between regional teams and the Head Office to ensure consistency in best practices in retention effort

Expected Results:
- A retention strategy implemented and tailored across all markets, aligned with company objectives
- Successful launch and management of loyalty programs and promotional activities, with measurable improvements in retention metrics.
- Increased customer retention rates, improved engagement, and higher customer lifetime value (LTV)

Professional Qualifications:
- At least 3 years of experience in retention management, customer engagement, or a related role, preferably in the FinTech or financial services sector
- Proven ability to develop and implement successful retention strategies across multiple regions or markets
- Proficiency in using data analytics tools to track retention metrics and generate insight
- Experience of customer segmentation
- Experience in configuring, customizing, and managing changes within CRM systems de understanding of customer needs and behaviors, with a track record of launching and enhancing satisfaction and loyalty programs

Hiring process:
1. HR Prescreen call (~30 min)
2. Interview with CPO, CMO (~90 min)
3. Case-test interview with CPO, CMO (~60 min)
4. Final interview with CEO, HRD (~30 min)