Retention Manager
Ecofinance / Moldova, Chisinau
Responsibilities
- 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.
Requirements
- Previous experience in a comparable retention position will be considered an advantage.
- Bachelor’s degree;
- 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);
- Computer proficiency;
- Flexible and collaborative, team first, proactive attitude;
- Creative thinking alongside ability to challenge and do things differently.
Compensation: depending on your skill set
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