Customer Retention Strategist

We are seeking an experienced Customer Retention Strategist to develop and execute our customer loyalty and retention strategy.

This role offers a direct contractual association with our organization, ensuring that you become an integral part of our payroll and contribute your skills to our esteemed business. Please be aware that our role is exclusively focused on overseeing the recruitment process.

The Customer Retention Strategist will be responsible for defining and executing the company's customer loyalty and retention strategy, ensuring long-term customer engagement and satisfaction. With end-to-end responsibility, this individual designs and manages impactful loyalty programs, leveraging data-driven insights and fostering customer-centric initiatives that drive business growth.

Main Responsibilities:

• Develops and executes the overall loyalty and retention strategy, by conducting ROI and benefits analysis to maintain alignment with business objectives and market trends.
• Defines the requirements for loyalty-related projects, prepares RFIs/ RFPs and participates in UATs.
• Implements and manages loyalty schemes and initiatives, ensuring seamless execution and maximum customer engagement through cross-functional collaboration.
• Analyzes customer behavior, segmentation and payment patterns to refine retention strategies, optimize ROI and predict loyalty trends.
• Establishes KPIs, monitors loyalty programs' effectiveness and prepares executive reports with actionable insights for continuous improvement.
• Stays ahead of market trends to ensure our programs remain competitive and innovative.
• Collaborates with commercial, digital, operational and customer-facing teams to maintain high customer loyalty and retention experience.
• Leverages CRM and digital tools to enhance customer segmentation, campaign execution and real-time tracking of established loyalty metrics and KPIs.

To be successful in this role, you will need:

• BSc in Economics, Finance, Business Administration, Marketing or related field
• MSc in related fields will be considered an asset
• Minimum 5 years of relevant professional experience in Loyalty/Retention roles
• Prior experience within Energy sector will be highly appreciated
• Proven experience in Loyalty Program Management, CRM and retention strategies, with a track record in designing and executing impactful initiatives
• Proficiency in CRM systems, loyalty platforms and data visualization tools
• Excellent command of English, both verbal and written
• Strong analytical skills with data-driven mindset
• Excellent project management and strategic planning abilities
• Strong communication and stakeholder management skills
• Adaptability and innovation with proactive approach to problem-solving

We offer a range of benefits including:

• Competitive salary
• Performance-based variable pay
• Ticket restaurant card
• Transportation reimbursement
• Private Health Insurance coverage
• Pension Scheme
• Home electricity discount
• Continuous learning & upskilling opportunities and access to our online training platform
• Flexible work from home options available