Are you passionate about driving customer loyalty and creating meaningful customer experiences?
We're looking for a Customer Retention Specialist to develop and deliver strategies that reduce churn, increase customer lifetime value, and fuel long-term revenue growth.
In this role, you'll take ownership of key retention KPIs, analyse customer behaviour to identify risks and opportunities, and build data-driven initiatives that keep our customers engaged and delighted.
Working cross-functionally with CVM, Marketing, Sales, Product, Finance and Operations, you'll ensure seamless planning, execution and optimisation of all retention activity.
Location: With our Flexible First working arrangements we empower our colleagues to work in a way that best suits them, meaning location doesn't need to be a barrier.
This role can be mostly based at home but you must be flexible to travel and work from our Dublin office as needed each week.
Key Accountabilities: Own customer retention and cross-sell KPIs.
Plan and deliver below-the-line marketing campaigns (Email, SMS, Outbound, Push, Social).
Develop customer contact strategies and 90-day CVM plans.
Coordinate campaign delivery and support automated/optimised lifecycle journeys.
Work with Marketing, Digital, Analytics, Operations and CVM teams to bring campaigns to life.
Analyse campaign performance, recommend improvements, and ensure strong ROI.
Support product launches, price changes and regulatory communications.
Here's who we're looking for: Experience planning below-the-line marketing campaigns (utilities, telecoms, TV, banking, content industry experience is preferred).
Strong track record delivering KPIs across customer retention and acquisition.
Confident stakeholder manager with a collaborative mindset.
Working knowledge of campaign management tools such as Salesforce Marketing Cloud, SAP Marketing Cloud, Adobe Marketing Cloud, Unica, etc.
Experience executing digital and social campaigns using modern marketing platforms.
Project management experience and ability to manage multiple priorities.
Strong commercial awareness and data-driven thinking.
Excellent communication and interpersonal skills.