Job details

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CRM Retention Specialist

Career level
Middle (2-5 years)
Employment type
Full time
Spoken languages
English - Advanced
Number of vacancies

The CRM Retention Specialist is responsible for the creation and development of the CRM strategy using a creative approach to secure and manage target audiences whilst delivering outstanding campaigns.



  • Plan and deliver CRM strategies across the company, encouraging customer retention and customer loyalty.
  • Gain a good understanding of all proprietary back-office programs and relevant tools used for CRM and digital marketing projects and campaigns.
  • Oversee all direct communications with customers in mediums such as email and SMS through the CRM tools.
  • Execute and monitor customer lifetime value strategies ensuring maximum profitability.
  • Ensure the database is segmented effectively for targeted marketing activities.
  • Manage website content for all marketing promotions and ensure an accurate user experience on all platforms and in all targeted languages.
  • Ensure the CRM structure works seamlessly across the organization and captures all required information at key points in the customer life cycle.
  • Research and stay up to date with new digital trends that could impact brand consolidation and improve the user experience.
  • Build collaborative relationships with all marketing teams to gain a great understanding of customer base through insight, segmentation and data analysis.
  • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
  • Management of data and CRM agency, resolving any issues that arise during the implementation of CRM campaigns.
  • Analysis and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue.
  • Identifying areas for improvement and making recommendations.



  • Experience in CRM / data marketing / email marketing.
  • Knowledge of marketing email systems specifically is essential.
  • Strong background in customer acquisition, re-engagement and retention strategies.
  • Great English communications skills, written and verbal.
  • Foresight to anticipate issues, set priorities and proactively develop strong relationships both internally and externally.
  • Ability to be creative and use their initiative to develop new ideas.
  • Ability to confidently and articulately communicate and inspire strong collaboration among team members.
  • First-hand experience of the development and implementation of a successful CRM strategy with back-end system knowledge.
  • Excellent planning, analytical skills and project management.
  • Additional understanding of the Optimove and Exact Target software products is a plus.