Customer Retention Specialist – Remote

About the role

We are looking for a Customer Retention Specialist to design and execute data‑driven strategies that boost repeat purchases, lower churn and increase Customer Lifetime Value for fast‑growing e‑commerce brands. The role is fully remote and works closely with brand teams to create personalized, multi‑channel customer journeys.

Key responsibilities

• Develop and launch multi‑channel retention campaigns (email, SMS, loyalty programs) to drive repeat purchases.
• Analyze customer behavior, identify churn signals and create targeted interventions for at‑risk segments.
• Design, implement and optimise win‑back campaigns to reactivate former customers.
• Manage and improve loyalty and rewards programmes, increasing enrollment and redemption rates.
• Support subscription‑based brands by refining onboarding, renewal and cancellation flows.
• Track and report core retention metrics (CLV, repeat purchase rate, churn rate) and build advanced audience segments using CRM tools.

Required profile

• Minimum 1 year of experience in customer retention, CRM or lifecycle marketing within an e‑commerce environment.
• Strong analytical mindset with the ability to interpret data, segment audiences and optimise campaign performance.
• Excellent written and verbal communication skills and the ability to collaborate remotely.
• Self‑motivated, organised and comfortable handling multiple priorities in a fast‑paced setting.

Required skills

• Klaviyo
• ReCharge
• HubSpot
• Salesforce Marketing Cloud