CRM and Retention Specialist
Skills
About the Role
You will design and launch onboarding sequences, build behavioural user segmentation, and own the CRM tool to drive activation and long-term retention. You will set up A/B tests, build win-back campaigns for churned users, and track metrics to report weekly. You will own the retention dashboard, identify high-churn segments and propose concrete interventions, and bring retention and engagement data into product discussions and sprint reviews.
Requirements
- 5+ years of experience in lifecycle marketing CRM or a retention role
- Proven hands-on experience with a CRM tool (Braze Customer.io Klaviyo or similar)
- Analytical thinking ability to read data identify problems and propose solutions
- Ability to write clearly and persuasively in English
- Direct experience with Braze (nice to have)
- Background in fintech crypto or subscription app environment (nice to have)
- SQL for independent analyses cohorts retention funnel (nice to have)
- Experience with Amplitude Mixpanel or a similar product analytics tool (nice to have)
Responsibilities
- Design and launch onboarding sequences
- Build user segmentation based on behaviour
- Own and optimise the CRM tool (Braze)
- Set up A/B tests and iterate based on data
- Build win-back campaigns for churned users
- Track metrics and report weekly to the CEO
- Own the retention dashboard
- Identify high-churn risk segments and propose interventions
- Advocate for the user in product discussions
- Collaborate on the onboarding flow and participate in sprint reviews