Retention Manager (Tir 1)

Responsibilities
 

• Develop and implement customer segmentation and remarketing strategies to increase engagement, retention, and customer lifetime value.
• Plan, launch, and optimize email marketing and CRM campaigns, including promotional and lifecycle communications.
• Develop and execute customer retention and engagement strategies aligned with the company’s marketing and financial objectives.
• Prepare promo plans and communication strategies for promotional events and key marketing initiatives.
• Create clear and detailed technical briefs for designers and copywriters, ensuring consistent and effective campaign execution.
• Conduct A/B testing across email and CRM campaigns to identify the most effective approaches and continuously improve performance.
• Monitor and analyze campaign performance, prepare reports, and translate insights into actionable recommendations.
• Track and analyze key CRM and business KPIs, including Churn Rate, Retention Rate, GGR, NGR, and other relevant performance metrics.
• Ensure all email campaigns follow industry best practices and maintain high standards of deliverability, content quality, and customer experience.
• Analyze existing CRM and email marketing activities, identify growth opportunities, and implement improvements.
• Develop and execute customer acquisition and engagement initiatives in close alignment with broader marketing and business goals.
• Take ownership of end-to-end CRM and retention projects, from planning and setup to execution, analysis, and optimization.
• Explore and apply chatbots, AI, and other emerging technologies to improve customer engagement and CRM efficiency.

Requirements

• 1+ year of professional experience in Retention, CRM, or Lifecycle Marketing.
• Strong customer-first mindset with a focus on building long-term customer relationships.
• Excellent analytical and strategic thinking skills with a strong data-driven approach.
• Hands-on experience with CRM platforms such as Customer.io, Optimove, Xtreme Push, or similar tools.
• Understanding of CRM processes, including trial, onboarding, engagement, and retention journeys.
• Strong understanding of key business and retention metrics, including Churn Rate, Retention Rate, GGR, and NGR.
• Experience working with Google Analytics and other analytical tools, with the ability to interpret data, identify trends, draw meaningful conclusions, and turn insights into actionable solutions.
• Strong written English and copywriting skills, with the ability to create clear and engaging customer communications.
• Experience with chatbots, AI tools, or automated customer engagement solutions will be a strong advantage.
• High level of ownership, responsibility, and attention to detail, with the ability to independently manage projects from idea to implementation.
• Strong communication and collaboration skills, with the ability to work effectively with marketing, design, copywriting, and other cross-functional teams.