
Customer Retention Specialist
1 day ago
Culture-driven organization seeks a seasoned Customer Retention Specialist to drive loyalty and retention initiatives across email, SMS, and push channels. The ideal candidate will be responsible for owning and evolving the customer retention engine, designing lifecycle journeys, building segmentation strategies, and owning key CRM performance metrics.
Key Responsibilities:
- Audit and rebuild automated workflows in Hubspot to improve performance and scalability
- Design and optimise lifecycle journeys across onboarding, post-purchase, winback, churn risk, and loyalty
- Build and evolve segmentation strategies based on behavioural and transactional data
- Own key CRM performance metrics including retention rate, second-purchase rate, and loyalty engagement
- Use cohort analysis to uncover insights, benchmark performance, and drive test-and-learn programs
- Lead CRM communications for loyalty program across welcome, tier progression, and rewards
- Partner with performance marketing agency to ensure seamless customer experiences across channels
Requirements:
- 3–5 years' experience in CRM, lifecycle marketing, or retention ideally in eCommerce or consumer
- Proven track record building automated campaigns across email, SMS, and push
- Strong understanding of lifecycle metrics, segmentation, and loyalty frameworks
- Experience using Hubspot or similar CRM platforms (SQL skills are a bonus)
- Data-first mindset confident interpreting behavioural data and drawing insights to influence strategy
- Comfortable working in fast-paced, high-growth environment where agility and collaboration are key
What We Offer:
- Hybrid working arrangements
- Flexible work-life balance
- Opportunities for growth and professional development
About Us:
Our organisation is committed to promoting diversity, inclusion, and belonging in all aspects of our business. We strive to create a workplace that is free from discrimination and harassment, and where everyone feels valued and respected.
How to Apply:
If you're a motivated and experienced Customer Retention Specialist looking for a new challenge, please submit your application through the link provided. We look forward to hearing from you.
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