About the Role
This role is responsible for developing and executing retention strategies that strengthen customer loyalty and reduce churn. The individual will analyze behavioral patterns, identify at-risk segments, and lead initiatives to improve engagement and lifetime value.
Responsibilities
- Develop and manage retention programs across digital and direct channels
- Analyze customer behavior to identify trends affecting churn
- Collaborate with data teams to build predictive retention models
- Design targeted campaigns for at-risk customer segments
- Monitor and report on key retention metrics and KPIs
- Work with product teams to improve user onboarding experiences
- Optimize lifecycle messaging for re-engagement and loyalty
- Lead A/B testing initiatives to refine retention tactics
- Translate data insights into actionable business recommendations
- Partner with marketing to align retention goals with broader campaigns
- Evaluate the impact of pricing and membership changes on retention
- Support the development of customer segmentation frameworks
- Identify opportunities for personalized communication strategies
- Coordinate with customer service to address retention barriers
- Manage retention dashboards and reporting tools
- Conduct competitive analysis on industry retention practices
- Contribute to roadmap planning for retention-focused features
- Ensure compliance with data privacy standards in outreach efforts
- Facilitate workshops to share retention insights across departments
- Maintain documentation of retention strategy performance
Nice to Have
- Experience in a mission-driven or nonprofit organization
- Familiarity with behavioral science principles
- Background in UX research or customer journey mapping
- Exposure to machine learning applications in marketing
- Knowledge of accessibility standards in digital communications
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with flexible hours
Team
Collaborative team focused on customer lifecycle optimization
Our Approach to Retention
We focus on building long-term relationships by understanding customer needs and behaviors. Our strategies combine data analysis with empathetic communication to create meaningful touchpoints that encourage continued engagement.
What Success Looks Like
Within six months, the hire will have launched at least two retention initiatives, reduced churn in a key segment by measurable percentage points, and established a regular reporting rhythm for retention metrics across teams.
Not available
