Analyzing customer behavior, apply demographical, behavioural and transactional attributes to identify customer cohorts/segments;
Development and implementation of retention operational & promotional communication, SMS and email marketing, according to existing communication strategy;
Brainstorm new and creative growth strategies to plan, execute and measure experiments and conversion tests;
Creation of tasks and technical specifications, control of implementation;
Regular Market analysis, evaluating competitor’s Retention strategies and creating plans to overtake them, keep a track of industry trends, best practices and technologies to react to new insights and behaviour shifts;
Creation and overseeing the Referral & Discount & Promotional campaigns and tools, client’s opinion and experience surveys and other activities;
Regular reporting on all retention activities & budgeting, deep analysis of all activities, reports and dashboard creation for internal audience;
Design and run A/B & multivariate testing and audit customer communications to create effective customer journeys;
Collect customer feedback, track performance and optimize design/targeting to improve the campaign effectiveness;
Use statistical analysis, past campaign behavioural response to create retention campaigns, optimize lists, segmentation and ongoing improvement in effectiveness of campaigns;
Coordinate with Analytics & Risk & Operational teams and developers in terms of providing the best product usage experience and propose customer retention solutions.
Previous experience in a comparable retention position will be considered an advantage.
Understanding of CRM and CMS platforms;
Familiarity with data analysis as well as data management principles;
Ability to synthesize analyses with clear recommendations in terms of added value to the business;
Outstanding verbal and written communication skills, fluency in Romanian, Russian and English (both oral and written);
Flexible and collaborative, team first, proactive attitude;
Creative thinking alongside ability to challenge and do things differently.