Customer Retention Specialist

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

📋 Description

• Analyzing customer behavior and specific segments to create the most relevant offers.

• Developing logic, configuring CRM systems, launching, and monitoring regular automated and scheduled customer retention and development campaigns.

• Creating and implementing personalized offers based on the LTV stage: onboarding, development, retention, re-engagement, or user segment behavior characteristics.

• Conducting A/B testing of product and marketing hypotheses, evaluating results, and implementing successful solutions.

• Formulating technical specifications for design, copywriting, and development teams to execute retention campaigns.

• Developing and maintaining a calendar of retention activities (communication plan).

• Analyzing and optimizing the retention funnel, monitoring campaign effectiveness across communication channels, and meeting KPIs based on metrics.

• Implementing cross-functional projects aimed at customer retention.

• Monitoring and reporting on the achievement of planned indicators.

• Utilizing research and analytical results to adjust strategy and Customer Journey Mapping (CJM).

• Collaborating closely with cross-functional teams.

⛳️ Requirements

• Minimum of 2 years of experience in a similar position.

• Development of retention and re-engagement activities.

• Experience conducting A/B testing.

• Understanding and experience with metrics such as Retention rate, Conversion rate, ARPU, RFM, OR, CTOR, Delivery rate.

• Analyzing activity results and working with reports.

• Project management and mentoring skills.

• Proficient in Power BI, Tableau, Google Analytics, etc.

• Experienced user of Campaign Management Systems (e.g., Smartiko, FastTrack, Customer.io, or others).

• Familiarity with Jira or other task tracking systems.

• Proficient in HTML/CSS.

🏝️ Benefits

• 20 paid vacation days, public holidays, and sick leave – we prioritize work-life balance.

• Medical insurance in top clinics and coverage for psychological services on the Pleso platform.

• Benefit cafe – spend monthly funds on your preferences, hobbies, sports, etc.

• Events – participate in workshops, team-building activities, and corporate events.

• Training tailored to any request – individual budget for courses, corporate English, workshops, and an online library.