Retention Manager

Description

We're looking for a strategic, data-driven, and owner Retention Manager to lead our customer lifecycle and loyalty efforts. You’ll be responsible for building and optimizing cross-functional retention strategies that reduce churn, improve customer experience, and increase lifetime value. This role combines strategic thinking, performance analysis, and execution – including content creation and CRM campaign management.

Responsibilities

• Develop and lead a comprehensive retention strategy across teams (Sales, Customer Support, Product, and Marketing)
• Create and execute personalized lifecycle marketing campaigns via email, SMS, and in-app messages
• Analyze customer journey data to identify churn risks and growth opportunities
• Build predictive churn models and generate actionable insights
• Launch loyalty and rewards programs tailored to different customer segments
• Collaborate cross-functionally to optimize customer experience and minimize friction points
• Work hands-on with CRM and marketing automation tools to build and manage retention flows
• Write and edit retention-focused content for CRM campaigns (e.g., emails, push notifications, SMS)
• Monitor and optimize performance using KPIs such as LTV, churn rate, and engagement metrics
• Work closely with support, retention, or marketing teams
  
  

• 5+ years of experience in retention, lifecycle marketing, or customer engagement (preferably in B2C / eCommerce / digital services)
• Strong analytical skills and data orientation; ability to interpret metrics like LTV, churn rate, and NPS
• Experience with CRM and marketing automation tools (Braze, HubSpot)
• Business-oriented mindset with a focus on impact and customer value
• Experience in loyalty programs, customer experience improvement, or LTV growth – a plus
• Fluent in English; German – an advantage