Retention Specialist

2 weeks ago


Philadelphia, Pennsylvania, United States Happy Koala LLC Full time
Job Title: Retention Manager

We are seeking an experienced Retention Manager to join our dynamic team at Happy Mammoth, a fast-growing natural food tech business. As a key member of our international team, you will play a crucial role in developing and implementing strategies to drive customer loyalty and long-term engagement.

Key Responsibilities:
  • Develop and execute retention strategies to keep customers loyal, including loyalty programs, personalized marketing, and special offers.
  • Analyze customer data to understand customer behavior and identify trends to refine retention strategies.
  • Manage customer engagement initiatives, such as newsletters, promotions, and events, to keep customers actively engaged with the brand.
  • Gather and respond to customer feedback to address issues, enhance the customer experience, and improve products or services.
  • Collaborate with marketing, paid media, and customer service teams to ensure a seamless and positive customer experience across all touchpoints.
  • Track and report on retention efforts, providing regular updates to senior management and making recommendations for improvement.
  • Optimize Lifetime Value (LTV) and Average Order Value (AOV) through retention initiatives.
  • Develop and optimize retention-focused Key Performance Indicators (KPIs) to measure customer satisfaction, retention rates, churn, and overall success.
Requirements:
  • 5+ years of experience as a Retention Manager or in a related role with a DTC/eComm brand.
  • Direct experience in the Supplement category and/or natural health is an advantage.
  • Proven track record of developing and implementing successful long-term retention strategies that align with overall business objectives.
  • Proficiency in data analysis to identify trends, customer behavior, and churn risks.
  • Hands-on experience with Customer Relationship Management (CRM) systems.
  • Experience in creating and executing loyalty programs, customer engagement campaigns, and personalized outreach.
  • Experience leading teams and collaborating with marketing, paid media, and customer service departments to enhance customer retention efforts.
What We Offer:
  • A strong and flexible salary package.
  • Paid holidays.
  • The flexibility of remote work from any location worldwide.
  • A vibrant, inclusive, and nurturing work environment with talented colleagues from across the globe.
  • The chance to contribute to the ongoing expansion of our global presence.
  • Flexible working hours.
  • Opportunities for professional growth and development.
  • Free access to books, courses, and other resources to enhance and broaden your skill set.
  • A dynamic work environment filled with diverse challenges, ensuring each day is infused with excitement and variety.
  • The chance to be part of our mission to foster positive health changes for clients, guiding them towards rediscovering profoundly fulfilling lives.

CVs must be in English.



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