Retention Manager

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: TYPE OF WORK

Full Time

: SALARY

TBD

: HOURS PER WEEK

40

: DATE UPDATED

Feb 19, 2026

JOB OVERVIEW

The Retention Manager is responsible for developing and executing retention and loyalty strategies that improve customer engagement, reduce churn, and increase lifetime value across products or services. This role analyzes customer behavior, oversees customer lifecycle initiatives, and collaborates with cross-functional teams to implement data-driven programs that drive long-term relationships and retention growth.

Key Responsibilities
Retention Strategy & Program Execution
• Develop and manage retention strategies, campaigns, and loyalty programs to maximize retention and repeat engagement.
• Analyze customer behavior, engagement data, and churn indicators to identify trends and opportunities for improvement.
• Lead development of proactive retention initiatives such as personalized communications, win-back campaigns, and lifecycle marketing programs.
• Define and track retention KPIs (e.g., churn rate, customer lifetime value, renewal rate, NPS/CSAT).

Cross-Functional Collaboration
• Work closely with marketing, sales, product, customer service, and analytics teams to ensure retention initiatives are aligned with company goals.
• Translate insights from customer data into actionable recommendations and operational plans.
• Collaborate on segmentation, personalization, and channel strategies for email, SMS, mobile, and other communication platforms.

Campaign Optimization & Testing
• Oversee campaign performance analysis and optimization using A/B testing and data-driven adjustments.
• Maintain dashboards and reporting tools to communicate results and trends to leadership.
• Use analytics platforms and CRM tools to evaluate the success of retention programs and provide insights.

Customer Engagement & Experience
• Identify at-risk customer segments and implement targeted tactics to prevent churn.
• Manage customer loyalty programs, refer-a-friend promotions, and engagement touchpoints.
• Ensure consistent messaging and positive experiences across all customer interactions.

Required Qualifications
• Education: Bachelor’s degree in Marketing, Business, Communications, or a related field.
• Experience: 5-7+ years of retention, lifecycle marketing, CRM, or customer engagement experience in digital, subscription, or e-commerce environments.
• Demonstrated success in driving measurable improvements in retention metrics and customer lifetime value.
• Strong analytical and project-management skills with the ability to work cross-functionally to achieve results.
• Familiarity with CRM, marketing automation, and analytics tools (e.g., HubSpot, Klaviyo, Salesforce, Braze).

Preferred Skills
• Experience with customer segmentation, personalization, and automation tools.
• Strong understanding of digital marketing channels and performance measurement.
• Ability to present insights and influence strategy at senior leadership levels.
• Experience developing loyalty or rewards programs.

Tools & Technologies
• CRM & Marketing Platforms: HubSpot, Salesforce, Klaviyo, Braze
• Analytics Tools: Google Analytics, Amplitude, Looker
• Lifecycle & Automation Tools
• A/B Testing and Reporting Tools

Work Environment
• Fast-paced marketing or customer success environment
• May work remote, hybrid, or in corporate offices
• Standard business hours with occasional needs for extended coverage during campaign launches

How to apply:
- Read everything carefully, the requirements below are a must. Failure to provide these things will automatically terminate your application.
- Submit your resume
- Prepare a 3-5mins loom introduction video
- Share your availability and timezone
**Once approved for the initial screening, you will accomplish a role specific evaluation task.

SKILL REQUIREMENT

Account Retention

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Retention Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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