Marketing & Customer Retention Manager

We are looking for a highly motivated Marketing & Customer Retention Manager to take ownership of customer lifecycle marketing, promotions, rewards programs, and retention initiatives.
This role is ideal for someone who enjoys solving business problems, analyzing customer behavior, and continuously improving customer engagement through data-driven decision making.

Role Overview
You will be responsible for designing and optimizing customer engagement strategies that improve retention, loyalty, repeat usage, and customer lifetime value.
This is not a role for someone who simply executes instructions.
We are looking for a self-starter who can identify opportunities, challenge assumptions, analyze data, and proactively recommend improvements. You will work closely with operations, product, design, customer service, and technical teams to build meaningful customer experiences and measurable business results.

Key Responsibilities
Customer Lifecycle Management

• Design and optimize customer journeys from onboarding through long-term retention.
• Develop engagement strategies for new, active, at-risk, and dormant customers.
• Build and improve customer lifecycle campaigns.
• Increase repeat engagement and customer lifetime value.
• Identify customer drop-off points and propose solutions.

Promotions & Loyalty Programs

• Plan and manage promotional campaigns.
• Design customer reward and loyalty initiatives.
• Develop referral and retention programs.
• Monitor campaign performance and recommend improvements.
• Ensure promotional activities support business objectives and profitability.

Customer Segmentation & Analytics

• Analyze customer behavior and engagement trends.
• Develop customer segments based on activity, value, and behavior.
• Identify high-value customer groups and retention opportunities.
• Conduct cohort, churn, and retention analysis.
• Build actionable insights from customer and business data.

Performance Monitoring

• Track campaign effectiveness and customer engagement metrics.
• Prepare weekly and monthly performance reports.
• Monitor retention, reactivation, and loyalty program performance.
• Recommend data-driven improvements.

Preferred Experience
We welcome candidates from backgrounds such as:

• Customer retention
• Lifecycle marketing
• CRM marketing
• Loyalty programs
• E-commerce
• Mobile applications
• Gaming
• Digital entertainment
• Subscription businesses
• Fintech
• Membership programs
• Hospitality and rewards programs

Experience in online gaming is beneficial but not required.

Skills & Qualifications

• 3+ years experience in marketing, customer retention, CRM, loyalty, or related roles.
• Strong analytical and problem-solving skills.
• Comfortable working with data and performance metrics.
• Experience planning and executing marketing campaigns.
• Excellent communication and organizational skills.
• Ability to manage multiple projects simultaneously.
• Proficiency with Excel, Google Sheets, or similar analytical tools.

Preferred:

• AI tools knowledge
• Marketing automation experience
• CRM platform experience
• Customer segmentation experience