Customer Retention Director

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

📋 Description

• Take ownership of retention as a comprehensive system that encompasses CRM, Product, and Data.

• Develop lifecycle strategies focusing on activation, retention, engagement, and referral.

• Manage CRM channels from start to finish, including push notifications, email, in-app messaging, and app inbox communications.

• Define and advance Product requirements related to onboarding, engagement, and overall lifecycle user experience.

• Construct and expand a lifecycle system that encourages repeat usage and boosts revenue.

• Collaborate with Data and CRM teams to enhance segmentation strategies based on user types, markets, and behaviors.

• Design and execute experiments targeting messaging, timing, user journeys, and incentives.

• Work together with Data to establish measurement frameworks, segmentation, and assess incrementality.

• Oversee the application of incentives (such as discounts, Airmoney, and referrals) within the lifecycle.

• Set clear communication guidelines to prevent fatigue and redundancy.

• Identify and prioritize the lifecycle opportunities with the highest impact.

• Convert insights into actionable modifications across CRM and Product.

⛳️ Requirements

• Over 10 years of experience in CRM, lifecycle, retention, or growth-oriented positions.

• Proven track record of managing lifecycle strategy in B2C or mobile-first organizations.

• Extensive hands-on experience with CRM platforms such as CleverTap, Braze, Iterable, and others.

• Demonstrated ability to achieve measurable enhancements in retention, lifetime value (LTV), or repeat usage rates.

• Strong experimental mindset, including experience with A/B testing, cohort analysis, and incrementality assessments.

• Profound understanding of user segmentation and lifecycle pathways.

• Capability to collaborate across various functions, including Product, Data, and Growth teams.

• Excellent analytical skills with the ability to translate data into informed decisions.

🏝️ Benefits

• Health Insurance

• Work-from-anywhere stipend

• Annual wellness and learning credits

• Annual all-expenses-paid company retreat in an exquisite location, along with other benefits