Curn Specialist, DTC E-commerce

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Analyze churn trends across various Foxelli brands to determine when customers leave, which segments are most vulnerable, and the underlying causes.

• Conduct competitive research and establish benchmarks for best-in-class retention within our industry.

• Leverage AI tools to expedite research, uncover insights, and recognize patterns.

• Create a comprehensive understanding of our customers, including their motivations, frustrations, and what "sufficient to stay" means for them.

• Review the entire customer lifecycle through the lens of churn, from initial onboarding to long-term engagement.

• Identify critical drop-off points and experience gaps that lead to customer loss.

• Take ownership of initiatives aimed at enhancing onboarding processes and early-stage activation.

• Formulate hypotheses and conduct experiments, including lifecycle communications, CRO tests, loyalty programs, win-back strategies, and cancellation procedures.

• Build and manage automation systems that promote retention at scale, including triggered flows, at-risk alerts, and personalized sequences.

• Utilize AI to brainstorm ideas, draft copy, simulate scenarios, and iterate more efficiently.

• Monitor the effectiveness of each initiative and make adjustments based on outcomes.

• Document successes and failures, along with the reasoning behind them.

• Continuously explore how AI can enhance our understanding and response to churn.

• Stay updated on new tools and proactively contribute ideas before being prompted.

⛳️ Requirements

• Demonstrated experience in diagnosing churn, delving beyond mere reporting to uncover root causes.

• Proficient in working with data, including cohort analysis, funnel metrics, and A/B test outcomes.

• Practical experience in customer journey mapping, onboarding optimization, or conversion rate optimization (CRO).

• Experience in creating automations such as triggered flows, lifecycle sequences, or comparable systems.

• Capable of transforming complex data into a clear perspective and effectively presenting it to senior stakeholders.

• Experienced in working across multiple products or brands.

• Utilizes AI tools beyond basic functions and actively seeks ways to automate and enhance workflows.

🏝️ Benefits

• Complete flexibility with your schedule in a fully remote environment, ensuring transparency and fairness through Hubstaff.

• Complimentary gym memberships and company-sponsored outdoor activities to support your physical health.

• A personal development budget dedicated to your ongoing personal and professional growth.

• Generous paid time off, including parental leave and vacation days, allowing you to recharge and remain well-rested.

• An allocated budget for your home office setup, ensuring a comfortable working environment that suits your needs.

• A strong company culture and a network of unique individuals who celebrate your contributions.