Retention Specialist

Hybrid
- Tallinn, Tartumaa, Estonia
Marketing

Job description

We are looking for a strategic and data-driven Retention Specialist to join our team and play a critical role in driving customer loyalty and reducing churn. You will be responsible for developing and implementing retention-focused initiatives that keep our users engaged, active, and satisfied with their Kriptomat experience. This role will work closely with the CRM, Product, and Customer Success teams to create personalized retention campaigns that support our mission of making crypto easy and accessible for all.

Key Responsibilities:

Retention Strategy Development: Design and implement retention strategies to increase customer lifetime value, reduce churn, and drive overall satisfaction.
Churn Reduction Initiatives: Identify at-risk customers using data analysis, segment them based on behavior patterns, and design targeted campaigns to re-engage and retain them.
Loyalty and Engagement Campaigns: Create and manage campaigns across email, SMS, push notifications, and in-app messaging to keep customers engaged and increase their usage of Kriptomat’s features.
Customer Feedback and Insight Collection: Work with the Customer Success team to gather feedback, understand pain points, and develop campaigns that address user needs and improve satisfaction.
Data-Driven Decision Making: Regularly analyze retention metrics and customer behavior data to optimize campaigns, report on retention performance, and identify areas for improvement.
Cross-Functional Collaboration: Partner with CRM, Product, and Marketing teams to ensure that retention efforts are aligned with the company’s product updates, customer insights, and brand messaging.
Reporting and Insights: Track the performance of retention initiatives and provide regular reports to leadership, highlighting successes, challenges, and areas for optimization.

Job requirements

Experience: 2+ years of experience in a retention or lifecycle marketing role, preferably in a fintech, SaaS, or digital product environment.
Analytical Skills: Strong ability to interpret customer data, identify trends, and apply insights to drive retention initiatives.
Technical Proficiency: Familiarity with CRM and retention tools (such as Customer.io, Braze, or similar platforms) for managing customer segments and automating retention campaigns.
Customer-Centric Focus: Deep understanding of customer needs, behaviors, and motivations, with a passion for creating positive user experiences.
Collaborative Approach: Excellent communication skills with the ability to work effectively in cross-functional teams.
Strategic Mindset: Ability to develop and execute data-driven retention strategies that are aligned with business goals and customer needs.

What We Offer:

Impactful Role: Play a pivotal role in building customer loyalty and shaping the future of engagement in the fast-growing cryptocurrency industry.
Growth Opportunities: Opportunities for professional and personal growth within a supportive, innovative environment.
Global Team: Join a passionate, diverse team of professionals from around the world.

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Questions

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Can you describe your previous experience working on retention initiatives? What strategies have you implemented to improve customer loyalty and reduce churn?

Which channels (e.g., email, SMS, push notifications) have you found most effective for retention, and how do you decide when to use each?

How do you identify at-risk customers? Can you walk us through your approach to segmenting users based on risk of churn?

Tell us about a time when you successfully reduced churn. What actions did you take, and what were the results?

Which key metrics do you prioritize for tracking customer retention, and how do you use them to guide your strategies?

Can you describe a situation where data analysis led you to make a significant change to a retention campaign? What data did you look at, and what was the outcome?

How do you approach creating retention campaigns? Could you give an example of a campaign you developed, including your goals, the content you used, and the channels you selected?

Have you ever A/B tested different retention messages or strategies? What was the most interesting finding from a test you conducted?

How do you gather and incorporate customer feedback into your retention strategies? Can you share an example where customer insights improved a retention initiative?

In your opinion, what are the most common reasons for customer churn, and how do you address them in your campaigns?

Which CRM or retention platforms have you used in past roles (e.g., Customer.io, Braze)? How comfortable are you with using these tools for segmentation and automation?

How do you use segmentation in retention campaigns? Could you provide an example of a segmented retention campaign and how it improved engagement?

Retention often requires cross-team collaboration. How do you work with other teams (e.g., Product, Marketing, Customer Success) to align on retention goals and strategies?

What’s your approach to building long-term customer loyalty beyond reducing churn? What campaigns or initiatives do you think contribute to long-term retention?

Can you share an example of a loyalty or engagement program you’ve developed or contributed to? What were its key elements, and how did it impact retention?

Retention Specialist

Job description

Job requirements

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