Retention Manager

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

📋 Description

• Lead, mentor, and nurture the Retention & CRM team.

• Carry out systematic employee performance assessments and provide consistent feedback.

• Organize team structure and initiatives, ensuring optimal placement of personnel.

• Cultivate a culture of accountability and ownership by serving as a role model.

• Delegate tasks and manage administrative responsibilities as required (such as approving vacation requests, salary increase proposals, and team budgets).

• Establish clear objectives and KPIs for direct reports, ensuring their high performance and professional development.

• Guarantee that all lifecycle campaigns are scalable, highly personalized, driven by data, and continuously tested and optimized for effectiveness.

• Collaborate with the Head of Retention and Data Science teams to implement and sustain churn prediction models.

• Execute and refine the VIP system strategy as defined by the Head of Retention, encompassing tiers, qualification criteria, benefits, and rewards structure.

• Design and implement seasonal, local, and event-specific retention campaigns in line with the overall retention strategy.

• Develop strong product knowledge through close collaboration with Product, Tech, Payments, and Customer Support teams.

• Monitor retention, churn, and VIP KPIs, reporting performance metrics to the CMO.

• Oversee quarterly budget tracking and requests, ensuring a positive ROI.

⛳️ Requirements

• Proficiency in English.

• Minimum of 5 years of experience in non-regulated markets.

• At least 3 years of experience as a Retention Manager or in similar leadership roles.

• Demonstrated experience in team management, setting goals and KPIs while providing constructive career development feedback.

• Proven capability to lead at a strategic level, ensuring daily operations have a significant impact on revenue.

• Strong focus on continuous improvement and the ability to turn ideas into actionable results, driving execution and delivery.

• Quick adaptability to new objectives and challenges in a dynamic environment.

🏝️ Benefits

• Flexible and Remote Working: Enjoy the freedom to work from anywhere, promoting your work-life balance.

• Equipment provided: We will equip you with a laptop, headphones, and mouse to ensure a comfortable work setup.

• Career Growth: We are dedicated to your professional development, offering training and advancement prospects.

• Performance Recognition: Achieve raises and career advancement opportunities based on a quarterly performance evaluation and constructive feedback process.

• Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.

• Self Development Budget: Invest in your personal growth through online courses and professional learning opportunities.

• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of service, up to a maximum of 26 days.

• Special Birthday Perk: Take a day off to celebrate your birthday after completing a year of employment!