Customer Retention Specialist

About the Role

TalentPop is committed to assisting fast-expanding e-commerce companies in fostering enduring customer relationships that fuel long-term prosperity. We recognize that customer retention is a powerful driver of sustainable growth, and we seek professionals who share this vision.

As a Customer Retention Specialist, you will craft and implement strategies that boost repeat purchasing, minimize customer churn, and maximize Customer Lifetime Value (CLV). You will collaborate with top e-commerce brands to tailor customer journeys that enhance loyalty and sustained engagement.

Key Responsibilities

• Design and manage multi-channel retention initiatives across email, SMS, and loyalty programs aimed at increasing repeat purchases and engagement.
• Conduct analyses of customer behavior to detect churn signals and develop targeted campaigns to retain customers at risk of leaving.
• Create and refine personalized win-back campaigns to reactivate former customers.
• Oversee and enhance loyalty and rewards programs to boost enrollment, engagement, and redemption rates.
• Support subscription-based clients by optimizing onboarding, renewal, and cancellation processes to improve retention.
• Monitor vital retention metrics, such as CLV, repeat purchase rate, and churn rate, utilizing CRM platforms for sophisticated audience segmentation.

Required Qualifications

• Minimum of one year in customer retention, CRM marketing, lifecycle marketing, or loyalty program management.
• Experience with customer retention within e-commerce settings; familiarity with platforms like Klaviyo, ReCharge, or similar is highly desirable.
• Strong analytical skills to interpret customer data, perform segmentation, evaluate campaign performance, and improve retention strategies.
• Proficiency with CRM tools such as HubSpot, Salesforce Marketing Cloud, Klaviyo, or comparable email and SMS marketing software is advantageous.
• Excellent communication abilities and capability to collaborate effectively in a remote work environment.
• Highly organized, proactive, detail-focused, and comfortable juggling multiple tasks in a dynamic remote setting.

Technical Requirements

• Possession of a dedicated desktop or laptop with at least an Intel Core i5 or AMD equivalent processor.
• A reliable internet connection with minimum speeds of 25 Mbps for both download and upload.
• A quiet and professional space conducive to video conferencing and uninterrupted communication.

Why Work at TalentPop?

• Attractive compensation package featuring base salary alongside commissions, performance bonuses, and annual raise opportunities tied to performance.
• Full remote work arrangement offering flexibility and eliminating daily commuting.
• Health support via HMO coverage or a monthly healthcare stipend, along with paid time off.
• Opportunities for continual learning, mentorship, and career advancement within an expanding international team.
• A supportive, innovative, and accountable company culture encouraging professional growth.

Application Instructions

Applicants must select "Brand Concierge" as the desired position and enter the application code "CRSR" during the recruitment process; submissions failing to meet these criteria may not be considered.

If you are enthusiastic about utilizing data-driven marketing to cultivate customer loyalty for leading e-commerce brands, we invite you to apply and join TalentPop as a Customer Retention Specialist.