Customer Retention Specialist

About the role

Join a fast‑moving retention marketing team in the United Kingdom, focused on building meaningful customer relationships and driving long‑term engagement through data‑driven strategies. You will analyse user behaviour, design personalised retention initiatives and optimise customer journeys across multiple lifecycle stages.

Key responsibilities

• Analyse customer behaviour, audience segments and lifecycle patterns to uncover retention opportunities.
• Design, configure, launch and monitor automated retention campaigns aligned with business objectives.
• Develop personalised offers and experiences for onboarding, engagement, retention and reactivation phases.
• Create and execute A/B tests, analyse results and implement successful approaches.
• Prepare detailed requirements for design, content and development teams.
• Manage activity calendars and communication plans to ensure consistent engagement.
• Monitor retention funnels, campaign performance and key metrics, identifying optimisation opportunities.
• Collaborate with product, marketing, analytics, design and technology teams on cross‑functional projects.
• Track performance against KPIs, produce reports and refine journey strategies based on insights.

Required profile

• Minimum 1 year of experience in customer retention, CRM, lifecycle or growth marketing.
• Proven track record of developing and executing retention and reactivation campaigns.
• Hands‑on experience with A/B testing, hypothesis validation and performance optimisation.
• Strong understanding of retention metrics such as Retention Rate, Conversion Rate, ARPU, RFM, OR, CTOR and Delivery Rate.
• Experience analysing campaign results, preparing reports and turning data insights into actionable improvements.
• Familiarity with analytics and visualisation tools (Power BI, Tableau, Google Analytics or similar).
• Practical experience with campaign management platforms (Smartico, FastTrack, Customer.io or equivalents).

Required skills

• A/B testing
• Power BI
• Tableau
• Google Analytics
• Smartico
• FastTrack
• Customer.io